Getting Started – Folders

Before starting with SupportDesk, it needs to be ascertained which processes you are intending to implement; this will determine the folders to be created (Settings > Folders).

The main Service Desk processes are Ticket Management, Request Fulfilment, Problem Management, Change Management, Release Management and Operations Management.

It is not always necessary to create separate folders for each individual process. For example, Ticket Management and Request Fulfilment can be combined for simplicity of end-user call logging. You may also wish to include Release Management within your Change Management process.

Also, if your organisation or business has multiple departments that have to be kept separate and operate in separate ways, then different folders can be created for call logging for each of these departments.

Each folder can be set up with their own Process Type, Data Dictionary, Prefix, New Ticket Defaults, Forms, Dashboards etc…

folder summary page

Learn more about this topic by visiting the Folders page.