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Service Desk

The Service Desk solution includes:

  1. Service Desk Setup Wizard page. After installing the solution, the administrator populates the apps in the Service Desk workspace with the data necessary for the solution to function correctly. The setup wizard allows you to do this:
  • Automatically load preconfigured data.
  • Manually add custom records to various apps step by step on the wizard page.
  1. Main Page. It is the operator’s primary workspace. Without switching to other apps, the operator can process tickets, problems, change requests, as well as view and close their tasks, and more.
  2. Service Desk Settings page. The administrator can define parameters for different components of the Service Desk workspace. For example, set up the external portal design, establish a target classification time for tickets, etc.
  3. Service Desk workspace, which includes the following groups of apps and pages:
  • Incidents and Requests app and page group, where the main work with requests is carried out: their registration, storage, distribution, and processing. It also contains a report that allows you to analyze the work of operators.
  • Service Management group, where you can record the services provided and group them by catalog. Request processing standards are also set here.
  • Problem Management app group, which operators can use to record frequently occurring problems and known errors.
  • Change Management group, where proposals are created for adding, modifying, or removing equipment or software that may affect service delivery. It also contains a report that can be used to evaluate the work done on the changes made.
  • Knowledge Management group, which records all decisions on requests and problems, creates and stores articles that can be published on an external portal. There is also a report available here, with the help of which you can analyze statistics on published articles.
  • IT Asset Management group, which allows you to keep track of equipment in the company, as well as view a report on its performance.
  • Cost of Service Management group, where service contracts are created and stored.
  • Release Management group, which helps you control the release of updates for your product.
  • Staff Schedule group, where shift options and work schedules for company employees are created and stored, and the planned and actual working time of operators is recorded.
  • Directories group, which stores apps that record data for working with the workspace. For example, you can set up rules for automatically determining priority when creating a request, create price lists, etc.
  1. Preconfigured external portal. Clients and partners can independently create tickets and view published articles and news.
    After activating the Service Desk solution, a specific number of users can work on the portal, which varies depending on the BRIX edition:
  • SaaS Standard: 300
  • On-Premises Standard: 3,000
  • SaaS Enterprise and On-Premises Enterprise: Unlimited
  1. Internal Users app, which is added to the System apps workspace. This app records company employees who can be specified as applicants when creating requests.
  2. Built-in modules:
  • ServiceDesk Markdown Editor contains a widget editor for markdown markup. It is used on pages for creating requests, contracts, articles, tickets, etc.
  • Tabulator SD is an implementation of the Tabulator library. It is used to establish links between parent and child requests.
  • Service Desk App History allows you to log changes to the attributes of Requests, CMDB, Services, and Service Catalogs apps, filter the logs received, and export them to .xlsx and .pdf files.
  • ServiceDesk Operator Schedule automates the logging of actual operator working time for logging in the User Activity calendar.
  • Feedback processing tracks the delivery of customer feedback from the feedback form and distributes it.
  • Integration with Zabbix is an integration with an equipment monitoring tool that allows you to obtain equipment status and additional information about it.
  • Integration with JIRA allows you to create tasks in JIRA and monitor their execution.
  • Integration with Nagios is used for infrastructure monitoring.
  • Create/edit internal users allows you to automatically fill the Internal Users directory with company employee data from the Administration > Users workspace.
  • SD View History allows you to track which items in the ServiceDesk workspace apps have been viewed by the user.
  1. Built-in widgets: Service Tree, Manual Distribution, Employee Workload, Request Statistics, Article Statistics, Request Report, Portal Search Bar, App as Category, Session List, User Conversion (multiple), and Active Users.
  2. SD Service Directories workspace, whose apps are filled in after enabling the ServiceDesk App History module:
  • Event logging. The app saves records of changes to items of the Requests, Services, Service Catalogs, and CMDB apps.
  • Files. It records of request processing history exports are stored.
  • OLA Stages. The app records data on ticket processing according to the OLA route. Similar information for a specific ticket is displayed on its page.
  1. Gantt Chart workspace. A service workspace available from solution version 2025.9. It allows you to place the Gantt Chart widget on forms of the Requests, Services, Problems, RFC, and Tickets apps.
    The widget allows you to track the sequence and deadlines for executing tasks related to processing requests, problems, change requests, tickets, as well as service downtime periods.
  2. SD Rules workspace. The administrator can create a rule and define the conditions for its application to requests. This rule is then specified when configuring request processing scenarios, such as SLA targets, processing routes, or request merging parameters. Requests with field values that match the rule will automatically have the corresponding processing scenario applied.
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