Under helpdesk, you can customize the various helpdesk entities such as Category, Status, Level, Mode, Impact, Urgency, Priority, Priority Matrix, Request Type, Task Types, and Worklog Type.
To customize the helpdesk entities, go to Admin > Customization > Helpdesk.
Under this section, the administrator (SDAdmin) configures the various fields of the Incident, Service, Change, and Request form. All the necessary request fields are already configured and hard-coded in the application. However, you can add custom fields to suit your specific requirement.
Under the Help Desk Customizer, you can configure the following:
| Feature | Explanation |
| Category | Create categories, sub-categories, and items to classify your requests for efficient handling in terms of technician assignment or template selection. |
| Status | Status helps identify and track the progress of any request. Helps in SLA adherence. |
| Level | Define level to identify how difficult or complex the logged request. Helps in assigning the right technician with required expertise. |
| Mode | Configure the various ways to log a request in the application. |
| Impact | Create varying levels of an incident request's impact on the smooth functioning of the business. |
| Urgency | Define how soon or urgent it is to close a request depending on its business impact. |
| Priority | Configure which request must be picked first. |
| Priority Matrix | Select the priority and urgency values on this matrix to define the actual priority of each request. |
| Request Type | Define the various types of help desk requests that can be logged with the application. |
| Worklog Type | Create work logs, specific to your organization, that technicians can add. |
| Request Closure Code | Assign this code to classify the different types of request closure. |
| Request Closing Rules | Define the mandatory fields that technicians must fill if they have to close a request. |
| Incident - Additional Fields | Add any type of field into the incident to collect specific information. |
| Incident Template | Create templates for repeat incidents to save time and effort spent in redundant work. |
| Resolution Template | Create templates for resolutions to save time and effort spent in redundant work. |
| Reply Template | Create templates for similar replies to save time and effort spent in redundant work. |
| Task Types | Define the different types of tasks that can be logged in the application. |
| Task Template | Create templates for tasks to save time and effort spent in redundant work. |
| Task Closing Rules | Define the mandatory fields that technicians must fill if they have to close a task. |
| Worklog - Additional Fields | Add any type of field into the worklog to collect specific information. |
| Request Custom Menu | Custom the request actions menu by using scripts. |
| Custom Triggers | Configure these triggers by using specific for custom actions. |
| Chat Settings | Configure whether you want to enable Live Chat for your organization and how it must be implemented. |