About ServiceDesk

ServiceDesk is automatically included in your AgileApps Cloud platform account. Once you get started, you can create other kinds of applications. But many companies--and even many departments--find that the ServiceDesk application fills most of their needs.

Your internal agents can use ServiceDesk to manage incoming cases. You can also have managers, administrators, and other roles that have additional privileges.

ServiceDesk comes with a built-in Service Portal that external users can use to create and track cases. In addition, the Service Portal can support a Community and a Knowledge Base. You can also create cases and communicate about them via other Channels, as well--including Email.

To get started, you create an AgileApps Cloud platform account. That account (or tenancy) gives you the ServiceDesk application, which can be customized to meet your needs by managers and admins. It also gives you the ability to create additional applications, all of which can share data easily.

Note: In any given account, a person with design privileges can customize any application running in that account. If someone needs to be a designer in one application, and a "regular" or unprivileged user in another application, the best strategy is to create a separate account for each application.

Now then, ServiceDesk is all about servicing customers. You customers can be individuals (recorded as Contacts) or other organizations (Accounts of your own), where each such account 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 also associated with that account. (Such associations are accomplished using Lookup fields.)

Finally, to make sure your customers know who you are, you can do some branding to display your organization's logo and colors, and to make object names reflect your organization's terminology.

Learn more: Application Branding