Internal service desk

Scenario#

An IT desk receives a laptop request, checks the required approval, assigns a handler and keeps the employee informed through the same request record.

Steps#

1. Organize intake

   Configure desks and request forms around the services your departments provide. Collect the information handlers need before they begin resolving the request.

2. Manage the queue

   Use request status, priority and service-level context to review the queue. Assign responsibility according to the desk's configured handling and routing rules.

3. Keep resolution visible

   Handle discussion, approval steps and resolution with the request. Connect desk duties when the team needs scheduled coverage and a clear handover.