Now that you’ve set up your service desk for your agents and customers, it’s time to learn what your customers do. The main ways your customers will interact with the service desk are by using the help center and by email.
Get help from the help center
Customers can go to the help center to raise a request online. From there, they can view the customer portal for each service desk they have access to.
They can help themselves here by searching for how-tos and FAQs, or fill 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
Customers can send requests by sending emails to a service desk. Your service desk must be set up to receive email. If it is, customers can email you requests directly and keep the conversation going through their inbox.
Customers can also track requests through email notifications. They receive email notifications when agents respond to their requests and when their request has been 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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