Queues and agents
A queue for each team, at one location or the whole company, answered by the people you name to it.
App
Service Desk
Ask for help in one place. Answer it in one place.
Set up a queue for each team that answers requests. Employees raise tickets in the Employee Portal and follow them; the agents you name answer them, with targets that stop while a ticket waits on somebody else.
What it does
Categories with targets
A fault, a request, a question or a replacement, each with how soon it should be answered and resolved.
Numbered tickets
Each ticket gets the next number, and can point at the requester's own asset, a system they use or a space open to them.
A conversation and internal notes
Replies both sides read, and internal notes only the desk reads, on one thread per ticket.
Targets that are fair
While a ticket waits on the requester or a supplier its targets stop, and the desk is told about a ticket past its time.
Ratings
The requester accepts or reopens a resolved ticket, then rates it from 1 to 5.
How it works
Raise
An employee raises a ticket in the Employee Portal, or reports a problem with an asset they hold.
Answer
The queue's agents take it, reply, note and move it on.
Resolve
The requester accepts it or reopens it, and rates the answer.
For administrators and employees
In the Management Console
Managers set up queues, agents and categories. Agents work the tickets in their queues, with internal notes and every status.
In the Employee Portal
Employees raise tickets, follow and reply to their own, and rate the answer.
Works with
Assets & Maintenance
A holder's report of a broken asset raises a ticket in the right queue.
Requests & Approvals
A replacement can become a purchase request, whose decision is noted on the ticket.
Workplace Operations
A workplace record can raise a ticket for the team that fixes it.
Questions
Is Service Desk included in my plan?
Every plan includes some apps: Team 3, Growth 5 and Scale all 12. A plan includes your most expensive selected apps, and each app past that is billed at its own price. Past your plan's allowance, Service Desk is $29 a month, and annual billing charges 10 months for the year.
Can an HR queue be kept confidential?
From other employees, yes: only the requester, the queue's agents and its managers read a ticket. Owners and System Admins pass every permission check, so they can read every ticket.
Can people reply by email?
Not yet. Replies are made in kitset.io; people are told by email when there is something to read.
Try Service Desk in a workspace of your own.
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