Help Desk / Service Desk

🗺Any channel in, one desk out

How the module fits together end to end. Colours mark who acts: navy = staff/admin, cyan = external user, green = organisation, orange = the system.

🧭1. Portal Case Resolution Process

A member of the public logs an issue and watches it to resolution — the desk works it under an SLA.

1

The issue is logged. /ServiceDesk/Portal/Index — the portal takes the details (the knowledge base may answer first); email, WhatsApp and social arrive at the same desk.

2

A case opens with a reference and an SLA clock. /ServiceDesk/Cases/Index — queued to a team, claimed by an agent.

4

Resolved, rated, measured. Resolution notifies the requester, who can rate or reopen; the dashboard reads volumes, ageing and SLA position.

🎯The desk

Cases /ServiceDesk/Cases/Index

Every case with status, priority and SLA position; the dashboard (/ServiceDesk/Cases/Dashboard) shows the desk at a glance.

1. Open a case (/ServiceDesk/Cases/Details) to its full thread.
2. Capture a walk-in or phone case at /ServiceDesk/Cases/Create.

Setup /ServiceDesk/Setup/Index

Categories, queues, SLAs and channel configuration.

🧥Self-service portal

Portal /ServiceDesk/Portal/Index

The requester-facing side: browse knowledge articles (/Knowledge, /Article), submit a case, see your cases (/MyCases) and track one by reference (/Track).

1. Search the knowledge base first — many answers resolve without a case.
2. Submit with a clear description; the reference comes back immediately.

💬WhatsApp channel

WhatsApp Intake /ServiceDesk/WhatsApp/WhatsAppIntake

Conversations arriving on the desk's WhatsApp number: the guided intake bot logs cases; agents read the thread and reply inside the 24-hour window. Outbound replies show delivery ticks (sent / delivered / read / failed).

1. Open a conversation to read the full thread.
2. Type in the reply box to answer on WhatsApp — available while the 24-hour window is open, whatever the bot flow's state.
3. Voice notes and media are attached to the case.

🔁Social intake

Social /ServiceDesk/Social/SocialIntake

Messages from connected social channels flow into the same case pipeline; configure at /ServiceDesk/Social/SocialSetup.

🖥️Configuration database (CMDB)

Configuration items /ServiceDesk/Cmdb/Index

The assets the desk supports — servers, laptops, licences, printers, network gear — each as a configuration item with its type, status, criticality, owner and location. Cases can be linked to the item they are about, so an asset carries its own history.

1. Open CMDB to the register; filter by type, status or search.
2. Add or open an item (/ServiceDesk/Cmdb/Item) to its detail.
3. Attach the item’s receipt, licence, invoice or specification — it hangs off the item for audit.
4. Link a case to the item it concerns, so its incident history builds up.

❓FAQ & troubleshooting