Walk-In Support Extension

The Walk-In Support extension allows users to seek immediate help for urgent or unplanned requests (walk-in requests) or book help desk appointments, while enabling technicians to manage them on a queue-based approach.

Immediately after users submit a walk-in request or book an appointment, their position in the queue and the number of users ahead of them will be displayed.

Supported Components 

The extension comes with an incident template, widgets for dashboards and kiosk screens, and custom configurations to set up locations, appointment slots, and request reasons eligible for walk-in support.  

You can install the Walk-In Support extension from ManageEngine Marketplace or from Setup > Apps & Add-ons > Extensions > All Extensions. Learn more.

Role Required: SDAdmin

Table of Contents

Use cases

Walk-in support configurations

Configure walk-in reasons

Configure walk-in locations

Configure walk-in support widget

Add walk-in support widgets

How users can access widgets 

Use Cases

• Urgent Hardware Issues: Users can seek for immediate assistance with device failures or equipment issues. 
• Password Resets: Locked-out users can access the kiosk walk-in support for immediate access recovery. 
• VIP Support: Executives and critical users can schedule dedicated support appointments. 
• New Hire Onboarding: New employees can book time slots for account provisioning. 

Walk-In Support Configurations

Use custom configurations, such as Walkup Location and Walkup Reason, to configure and manage locations, appointment slots, and request reasons eligible for walk-in support.

Configure Walk-In Reasons

Add the reasons for which users can request support through walk-in.

• Go to Setup > Customization > Custom Configuration. 
• Select Walkup Reason from the configuration filter drop-down. 
• Click New.

• Enter the following details and click Save.

Field	Description
Walkup Reason Name *	Enter the type of request reason, such as Password Reset, Laptop Issue, etc.
Average Time Taken (in mins) *	Specify the average time required to resolve such requests.

Configure Walk-In Locations

Add walk-up support locations and configure appointment slot settings.

• Go to Setup > Customization > Custom Configurations. 
• Select Walkup Location from the configuration filter.
• Click New. 

• Enter the following details: 

Field	Description
Walkup Location Name *	Specify the walk-up support location.
Allowed Visit Types *	Specify whether the location should support only walk-in requests or appointments, or both.
Maximum Advance Booking Days *	Specify the maximum number of days in advance that users can book appointments.
Workdays *	Select the days on which the walk-in support is available at the location.
Timezone *	Choose the time zone applicable to the location.
Appointment Start Time */Appointment End Time *	Set the start time and end time for accepting appointments.
Maximum Appointments per window *	For appointment bookings, the duration of each time slot is 30 minutes, and is considered as one window. In this field, you can define the maximum number of appointments allowed within one window.
Reasons Supported	Select the types of requests that the location must assist.

(* mandatory)

Finally, click Save.

 

Walkup Locations/Walkup Reasons List View Actions

• Use the gear icon next to the required walk-in support location or reason to edit or delete it. 
• To edit or delete locations/reasons in bulk, select the checkbox next to the required items, and click Edit or Delete in the toolbar. 
• Click a location/reason to view its details page.

An illustration of Walkup Reasons List View

Configure Walk-In Support Widgets

The walk-in support extension comes with a Walk-In Support custom widget component. It includes two widget items such as WalkUp Experience and WalkUp Experience - Kiosk. You can configure access levels for each widget item.

Widget Item	Purpose	How to Add Widget for User Access
WalkUp Experience	Enables users to raise walk-in requests and book appointments from IT help desk instance.	Add the widget to the requester portal (via code-based portal customization) and IT instance dashboards.
WalkUp Experience - Kiosk	Enables users to raise walk-in requests from kiosk screens. The widget does not support appointment bookings.	Add the kiosk widget to the IT instance dashboard, log in to that instance from your kiosk screen, and display the dashboard.

To configure,

• Go to Setup > Developer Space > Custom Widgets. 
• Locate the Walk-In Support widget in the list, and expand it by using  .
• Click Configure next to the required widget item. 

• In the configuration pop-up, perform the following and click Save:

Field	Description
Widget Item Name and Display Location (read-only fields)	Displays the name of the widget and where the widget can be accessed in the application.
Associated Roles	Select one to define which users can access the widget: • All Roles: Makes the widget available to all users.  • Selected Roles: Restricts access to specific roles.  If Selected Roles is chosen, specify the roles that can access the widget.
Show to Requester	Enable this option if you want requesters to access walk-in support from requester portal. If this option is enabled and access is restricted to specific roles, the SDGuest role will be added to the list automatically.

Add Walk-In Support Widgets

For easy user access, you can add walk-in support widgets to the dashboard and requester portal.

Role Required: SDAdmin

Add Walk-In Support Widgets to Dashboard

You can add walk-in support widgets to existing dashboards, or create separate dashboards for each widget.

• Go to Home > Dashboard, and perform the following: 

Add Widget to Existing Dashboard	Create Dashboard to Add Widget
Go to the required dashboard. Hover over the dashboard name, click the edit icon, and click Customize. In Select Widgets, click the widget type filter drop-down, select Custom Widgets, select the required walk-in support widgets, and click Update Layout. Finally, save  the dashboard.	Click + New on the top right. Give the dashboard a name, and click Customize. In Layout Customization, set the access levels to the dashboard. In Select Widgets, select Custom Widgets from the widget type filter drop-down, select one or more walk-in support widgets, and click Update Layout. Expand the widget to resize it as needed, and save the dashboard.

Add Walk-In Support Widgets to Requester Portal

• Go to Setup > General Settings > Requester Portal > Requester Portal Customization > Code-Based Customization, and click Manage Widgets.
• In the slide-out, select Custom Widgets from the widget type filter drop-down. 
• Select the required walk-in support widgets and click Update Layout.
• Finally, save and publish the customization.

How To Access Walk-In Support

Users can access walk-in support from IT instance dashboards and kiosk screens.

To access from dashboards,

• Log in to the ServiceDesk Plus Cloud instance. 
• Go to Home > Dashboard. 
• Access the Walk-In Support widget from an existing dashboard or dedicated walk-in support dashboard.

In the widget, you can submit walk-in requests or view your pending appointments.

•  Click Walk Up to log walk-in requests and book appointments. 
  • Select your location and reason for the request.
  • Specify the phone number registered in the IT instance. 
  • Click Check In to log the request, or click Book Appointment to schedule the help desk appointment. 

• • Depending on the walk-in location, appointment time slots are available, and multiple appointments can be scheduled in one time slot. Select your preferred slot and confirm the appointment.

• You will now see the number of people currently in queue, along with your queue position. You can either confirm your request or leave the queue.

•  Click Current Appointments to view your pending appointments. Once attended, the appointments will no longer be available. To cancel appointments, select the checkbox next to them, and click Cancel Appointment on the top right. 

You can also seek walk-in support from your organization's kiosk screens (if added), without logging in to your ServiceDesk Plus Cloud instance.

On the kiosk screen,

• Access the walk-in support widget. 
• Specify your location and reason for the request. 
• Enter your email address and phone number registered in the IT instance. This helps verify that you are an active user of the instance. 
• Click Check In to log your request and check into the ticketing queue.

• You will now see the number of people currently in queue, along with your queue position. This helps you estimate your waiting time. You can either confirm your request or leave the queue.