Table of Contents

Service Catalogue

Niamh Ferns Updated by Niamh Ferns

Service Catalogue Overview

Types, Groups, & Forms

The combination of Service Types, Service Groups, and Forms you configure in DeskDirector constitute a Service Catalogue. In order to assign out forms for users to fill in when submitting requests, you would assign a Form to a Service Type, a selection of Service Types to a Service Group, and then a Service Group to a company, contact, or User Group.

Read more on Service Types and Service Groups.

With DeskDirector forms, you can have beautiful native forms which allow you to ask the right questions to your clients the first time round. 

Read more on Forms.

User Groups

User Groups provide a convenient way to assign a Service Catalogue to a specific subset of users at a company and provide additional features for approvals and visibility into end users tickets for managers at your clients' companies. This can be useful in situations when you want to direct approvals to specific people (e.g. on-boarding approvals being redirected to an HR User Group) or when need some people at you company who only use the Client portal to have visibility into all tickets submitted for their department.

Read more on User Groups.

Inline Forms & Form Requests

Lastly, forms can also be added as an inline form in the tech portal. This allows you to send forms to Portal users to fill out after a ticket has been created when you need to request more information from an end user. This is perfect if a ticket has come through the email connector or if the user has submitted the wrong Service Type to create their ticket and they haven't provided your technicians with the correct information.

Read more about Inline Forms.

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Service Types

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