Support  ·  First steps

The setup your helpdesk starts with

What's already in a new helpdesk, how it's picked, and how to make it yours.

A new helpdesk doesn’t start empty. It comes with departments, teams, categories, request forms, and a few routing rules, picked for the kind of organization you are, so you have something real to try on day one. It’s a starting point, and all of it can be changed.

What you get

If you started a free trial, your helpdesk starts from the setup that fits the organization type you picked when you signed up.

• Business: IT, Facilities, and HR. Its forms are Ask IT for help, Facilities request, New employee, Employee leaving, and Ask HR.
• Government: IT, Facilities, HR, and Fleet. It has the same forms, plus Vehicle or equipment repair.
• School or district: IT, Facilities, and Transportation. Its forms are Ask IT for help, Student device repair, Facilities request, Bus problem, Field trip transportation, and New staff member.
• Nonprofit: IT and Operations. Its forms are Ask IT for help, Operations request, and New staff or volunteer.

Every one of them also has:

• Business hours, Monday to Friday, with US federal holidays
• An example SLA called Standard, which isn’t on any category yet
• A rule that moves a ticket to In progress when a tech first replies
• A survey for when tickets are resolved
• One location, Main Office, to replace with your own

The handy parts

• New hire forms give each team its tasks, based on what’s ticked on the form. IT doesn’t see a phone task for someone who doesn’t need a phone. You’ll want to change what’s on the list to match what you hand out.
• Safety: ticking the safety box on a Facilities request, or on a vehicle or bus problem, makes the ticket urgent and tags it. These forms aren’t watched around the clock, and the Facilities one says to call 911 first if someone’s in danger.

Make it yours

Nothing here is locked in, so change it as you go:

• Add your people to the teams, since tickets go to a team with nobody on it until you do.
• Replace Main Office with your locations.
• Change the forms so they ask what you really need.
• If something doesn’t fit, turn it off or delete it. See Deleting settings.

A department or form that doesn’t apply to you does no harm while you decide. Nobody sees a form until they go to open a ticket.

Switching setups

The setup only goes on when a helpdesk is first made, so there’s no button to swap it later. If your trial started from the wrong one and you haven’t done much yet, write to us and we’ll sort it out. Otherwise it’s quickest to change what’s there.