Get started with the service desk (Beta)

The service desk is Current's own ticket desk. Your customers keep writing to the support address they use today. Each email becomes a ticket with the customer, the contact and their earlier tickets already filled in, and your engineers work it beside the projects, companies and contacts they already use in Current. Current's AI helps when someone on your team asks for it, for example to check whether an earlier fix applies or to tidy a reply. Where Current can send desk work to your PSA, the time logged on a ticket reaches it, and when a ticket closes Current can ask how it went.

• Tickets from email. Connect your support mailbox once, and every email becomes a ticket with the customer, the contact and any earlier tickets already filled in. Replies stay in the same email thread.
• AI when you ask for it. Dictate and Enhance work in the reply box, and Ask Current drafts a rule from your own words. With Ticket helpers switched on, Is it the same? on the Fixed before card says whether an earlier fix applies, and a handoff brief is ready when a ticket changes hands. A person reads each one and decides.
• Boards and dispatch. Shared boards for each queue, Up next for the ticket each engineer should take, and Dispatch for whoever hands out the work.
• Service levels. SLA plans and business hours start the clocks, and the ticket shows how long is left.
• Ticket and time sync with your PSA. Where Current can send desk tickets and time to your PSA, ticket and time sync keeps status, priority, the assigned engineer, notes and time in step with it, so billing keeps working where it does today. The Ticket and time sync check in the setup check says whether it works with yours yet.
• Known issues. When many tickets share one cause, Current groups them so one fix answers them all.
• What Current did. Every action Current took on its own, and the time it saved your team, is listed with the ticket it happened on.
• Surveys. Current can ask the requester how it went when a ticket closes, or keep reading the survey tool you already use.

Turning the service desk on for your workspace sends nothing and changes nothing in your PSA or your email. The desk starts in setup. Current reads no mailbox until a workspace admin connects one, writes nothing to your PSA until ticket and time sync is switched on, and emails no customer until the support mailbox is connected and the customer email choices are made.

A workspace admin opens the setup check from Settings › Current setup › Readiness checks › Service desk, or from the Set up the service desk button. Each line says what is done, what is left and opens the place to finish it. Lines you do not need can be answered once with Not using this.

1. 1
   Connect your support mailbox

   Pick Connect Microsoft 365, or Forward your support email for any other mail host. Send one test email and Current tells you which ticket it became. See Connect your support mailbox to the service desk.
2. 2
   Set your service levels

   Check the SLA plan Current starts with and your business hours, holidays included. The clocks only count the hours you are open.
3. 3
   Choose who gets which tickets

   Pods group the engineers who serve a set of customers. The Service boards line lists each of your PSA queues that has no board yet; press Create board on a row to make its board.
4. 4
   Decide what Current may do on its own

   What Current may do sets, kind by kind, whether Current does it (Auto), suggests it and waits for a person (Approve), or never does it (Off). Current acts on its own only where a workspace admin allows it; until then, everything it suggests waits for a person.
5. 5
   Closing and surveys

   Choose whether Current asks "Did this fix it?" when a ticket is resolved and when quiet tickets close.
6. 6
   Choose who sends your survey

   Pick Current survey, CrewHu, SimpleSAT, your PSA's own surveys, or None. No survey goes out until a workspace admin picks one, and None is a fine answer: the line counts as done.
7. 7
   Link your PSA

   Ticket and time sync starts in Preview, where nothing reaches your PSA, then moves to Test and Live. The check confirms your queues, sources and roles match before anything is written, and says so when sending desk tickets and time to your PSA is not available yet; Preview still shows what would be sent.
8. 8
   Decide who emails your customers

   When your PSA already sends ticket emails, the Cutover item asks, email by email, whether Current or your PSA sends it, so nobody hears the same thing twice. See Cutover: who emails your customers.

• Service desk in the left menu opens Up next: the ticket you should take now, with your own tickets and the ones nobody has taken beside it.
• Boards hold shared and private views of tickets, by queue, status, priority or any filter.
• Dispatch shows what is waiting to be handed out and each engineer's lane for the day.
• Ticket search finds any ticket by number, words, company, contact or device.
• Known issues lists problems many tickets share, with the fix that answers them.
• What Current did lists every action Current took on its own and the time it saved.

The Beta is shaped by the people using it. Press Give feedback on the service desk to send an idea or a problem. Post or vote for a feature on the request board at current.day/help/requests. For the fastest help, email screenshots and feedback to support@current.day; a person reads every one.

A few parts stay off while we finish them: Current reading each new ticket on its own to suggest a priority and who should take it and to draft the first reply, chatting with your customers in their own Microsoft Teams, the Outlook add-in, one-press quick actions on a computer, Teams alerts from rules, and sending desk tickets and time to some PSAs. The setup check shows what your workspace can switch on today.