Helpdesk Configurations

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Various helpdesk related configurations need to be performed by the admin user before the ServiceDesk Plus Cloud request module can be opened for real-time functioning of fetching the IT help desk emails and tracking the same. The following helpdesk configurations need to be made for the new request form to capture meaningful information that can help the technicians solve the reported issue faster:

To access the helpdesk configurations, click the Setup >> Customization >> Helpdesk where you can configure the following:

• Request category

• Request Status

• Request Level

• Request Mode

• Impact

• Urgency

• Request Priority

• Priority Matrix

• Request Type

• Task Type

• Worklog Type

• Closure Code for Requests