Admin
Settings
Access
Restrict view of Tickets and CSAT to internal team members:
ℹ️ When this option is selected, only team members listed below are able to see all requests and CSAT submissions. All other members see their own submissions only.
IT Team Members
Members
There are no rows in this table
Workflow and SLAs
SLA timers start when a request is created and end when it enters a Resolution Status. Check Pause SLA timer if you’d like for a status to not count towards your TTR.
Priorities
Priority
P0 🔥
P1
P2
P3
There are no rows in this table
SLAs
Priority
SLAs
P0 🔥
8 hrs
P1
1 day
P2
3 days
P3
3 days
There are no rows in this table
Workflow
Statuses
Pause SLA timer
Resolution Status
Not Started
In Progress
Waiting
Blocked
Done
Cancelled
There are no rows in this table
ℹ️ The first row in Workflow determines what the default status for newly created requests will be.
Fields
Request Types
Request Types
Access Request
General
Groups
Hardware Request
Information Request
Password Reset
Troubleshooting
There are no rows in this table
Components
Components
Documentation
G Suite
Hardware Repair
macOS
Marketing Tools
New Hardware
Offboarding
Okta
Onboarding
Other
PDQ Tools
Productivity Tools
Recruiting Tools
Sales Tools
SentinelOne
Slack
WiFi
Zoom
There are no rows in this table
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