The service desk (add-on)

Updated 3 October 2026

The service desk is part of the System Integrator add-on, included in the Enterprise plan. Ask us to switch it on. Once on, the sidebar shows a Service group with Service Desk, and a Commercial group with Contracts & SLAs.

Set it up

Open Contracts & SLAs. The Get started checklist walks you through it: working hours, an SLA policy, a customer contract with that policy, the customer's people, and a way in for tickets.

• SLA policies set response and resolution targets per priority, counted in business hours on a calendar, or 24×7.
• Customer contracts link a customer to an SLA policy, with start and end dates.

Tickets

Staff select Log a ticket on the Service Desk page. Customers raise tickets from their portal. Tickets can also arrive by email (support mailboxes) or from a public web form. Priorities run from P1 — Critical to P4 — Low. Views such as At risk, Mine and Breached help you work the queue.

Public support form

Edit a customer contract and tick Public support form. Anyone with the link can then raise a ticket on that contract, with up to three files.

SLA clock

You get warnings at 50 % and 80 % of a target, and a breach is recorded the moment a target passes. The first staff reply stops the response clock.

Reports

SLA Reports shows tickets opened and resolved, SLA met, response and resolution times and customer ratings, by customer and vendor. Export as CSV, Excel or PDF, or choose Email me monthly.