Where service desk settings live
Service desk settings sit in five groups: Intake, Work, Automation, Tickets and Sync. Here is what is in each one, and who can change it.
All service desk settings live in Settings › Service desk. Search Find or describe a setting if you are not sure where something is. The setup check under Settings › Current setup › Readiness checks › Service desk walks a new workspace through the ones that matter first.
The groups
| Group | Settings |
|---|---|
| Intake | Email intake (your support mailbox), Customer emails, Welcome reply, Alerts (monitoring and security alerts that become tickets) |
| Work | SLA plans, Business hours, Pods, Skills, Teams for your team |
| Automation | Rules, What Current may do, Ticket helpers, Known issues, Time saved |
| Tickets | Closing and surveys, Surveys, Customer conversations, Attachments, Devices, Documentation, Password reveals |
| Sync | Ticket and time sync |
Who changes what
A workspace admin opens and changes every section. A service manager changes Welcome reply, Pods, Skills, Teams for your team, Rules, Ticket helpers, Customer conversations and Devices, and can read Customer emails, What Current may do, Known issues, Time saved and Surveys. Engineers and project managers can read Welcome reply, Rules, What Current may do and Customer conversations. Any other section is not shown to them at all. A few sections appear only where the part they belong to is turned on for your workspace, such as Devices and Ticket and time sync.