Learn how to succeed in your role as a service desk agent.
How do customers send requests to your service desk?
The main ways your customers send requests to you is through the help center and by email.
Get help from the help center
Customers can raise a request online through the help center. From there, they can view the customer portal for each service desk they have access to.
They can get help by searching for how-tos and FAQs articles, or by filling out a request form to ask your team for help. They can also keep track of all the requests they create, check their statuses, and respond to comments from agents.
You can share the help center URL by selecting Channels from your service desk project and copying the help center URL.
Send email requests to your service desk
Your customers can send requests by email if your service desk is set up for it. They can also track requests through email notifications. They receive email notifications when agents respond to their request and when their request is resolved.
You can share your service desk’s email address by selecting Channels from your service desk project and copying the address.
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