Difference between revisions of "About ServiceDesk"
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The [[ServiceDesk application]] is | The [[ServiceDesk]] is a [[Case Management application]] that is automatically included in your {{EnterpriseBrand}} account. | ||
Your internal ''agents'' can use ServiceDesk to manage incoming ''cases''. You can also have managers, administrators, and other roles, that have additional privileges. | |||
ServiceDesk also comes with a built-in [[Service Portal]] that external users can use to create and track cases. The Service Portal can support a [[Community]] and a [[Knowledge Base]], as well. | |||
At the outset, you create an "account" with AgileApps (aka, your tenancy). | |||
After that, you can have individual customers (contacts) or you | |||
can have "accounts" you service--where each such "account" is | |||
a company or department that has one or more contacts associated | |||
with it. | |||
So if a case comes from Frank at ABC Co, you can associate with the contact Frank | |||
and the account ABC. (Frank, meanwhile, is associated with that account, as well.) | |||
Branding applied to the ServiceDesk [[Service Portal]] applies to all applications running in the {{EnterpriseBrand}} account. | Branding applied to the ServiceDesk [[Service Portal]] applies to all applications running in the {{EnterpriseBrand}} account. | ||
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<noinclude> | <noinclude> | ||
[[Category: | [[Category:Getting Started|A2]] | ||
</noinclude> | </noinclude> | ||
Revision as of 23:58, 22 January 2014
The ServiceDesk is a Case Management application that is automatically included in your AgileApps Cloud platform account.
Your internal agents can use ServiceDesk to manage incoming cases. You can also have managers, administrators, and other roles, that have additional privileges.
ServiceDesk also comes with a built-in Service Portal that external users can use to create and track cases. The Service Portal can support a Community and a Knowledge Base, as well.
At the outset, you create an "account" with AgileApps (aka, your tenancy). After that, you can have individual customers (contacts) or you
can have "accounts" you service--where each such "account" is
a company or department that has one or more contacts associated
with it.
So if a case comes from Frank at ABC Co, you can associate with the contact Frank and the account ABC. (Frank, meanwhile, is associated with that account, as well.)
Branding applied to the ServiceDesk Service Portal applies to all applications running in the AgileApps Cloud platform account.
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