Pods and skills on the service desk
Group the engineers who look after a set of customers into pods, and record each person's level in each skill so tickets reach the right people.
On this page · 3 sections
A pod is the group of people who look after a set of customers. A new ticket goes to the customer's pod, so the people who know that customer see it first.
Pods
Settings › Service desk › Pods lists each pod, the people in it and the customers it serves. Add people by name and press Enter. Customers can be pinned to a pod by hand.
Skills
Settings › Service desk › Skills shows each person's level in each skill. Dispatch uses them when it suggests who could take a ticket.
Who changes them
Workspace admins and service managers open and edit pods and skills in Settings. Other desk roles do not see those sections; Dispatch still uses the skills when it suggests who could take a ticket.