PSA software - 
a buyer's guide

Getting started with service desk

Here, you can find everything you need to understand the fundamentals of SuperOps service desk. We'll show you how you can use SuperOps to get the best out of your service desk.

You learn how to

• Keep your workspace organized and improve productivity
• Set up automation rules to simplify redundant processes
• Route tickets to the right technicians automatically
• Use Runbooks to onboard new technicians

Things to know

Here are some things you should know about our service desk

• A clean workspace where technicians can find their work items in one place: tickets, tasks, and projects — all of which are easily accessible from the left panel.
• A multi-tab set up so that it's easy for technicians to multi-task, They can switch between tickets, tasks, and projects without having to change tools or screens.
• There are two ways to manage your work — list view that's good when you need to prioritize your work and the Kanban view that's good when you need to visualize it.
• The list view ticket screen displays important information such as ticket ID, requester, resolution time, etc. that helps technicians prioritize their work.
• The inline editor lets you and your technicians edit ticket fields without having to open them.
• Each incident or service request has information such as status, urgency, impact, priority, SLA, tasks, client, associated assets, etc. It's all the context you need to fix the issue.
• Set up Runbooks to initiate approvals or onboard new technicians — this way you can ensure that you or your team don't break an SLA in any way.
• Worklog lets you track time that technicians spend on tickets and bill clients automatically and accurately.

Terms you need to know

Set up and organize your ticket workspace

To make ticketing easier, let's start with 
the basics

Tickets are at the heart of a technician's everyday operations. With a set of features to organize your tickets, technicians can see just the tickets they need to work on, assess them at a glance, and jump right into the tickets that need their attention first.

Understand your workspace

We designed the ticket workspace keeping you, the technician, in mind. Our primary goal was to create a clean, intuitive interface with the flexibility to customize the ticket window, so you can focus on what's relevant.

Here's what a technician workspace is like:

Ways to tailor your workspace to suit your needs

Time tracking Time is money. Especially if you're an MSP. Track time spent on each ticket with our in-built time tracker. Not a second will slip through the crack.	Task Templates Create to-dos for all your recurring issues and attach them to your tickets. Because solving repeated issues shouldn't sap your energy.
Reply Templates Templatise repeated replies you send. Sending the same reply every-time shouldn't feel like work!	Kanban View Identify bottle necks at a glance. With SuperOps you can visualise work, by technicians, client, among others.

Ticket views

It can get overwhelming to look at a ticket window with all your tickets from multiple clients with varying priorities. Technicians can use ticket views to focus on a single set of tickets that fulfill specific conditions such as my open tickets, or SLA violated tickets, to name
a few.

Here's a list of our pre-built ticket views available to use right away:

You can either use the pre-built set of ticket views or create your own custom ticket view.

Custom views

Custom views let you create your own ticket view to organize tickets based on your unique set of conditions. For example, you can create a custom view for tickets from important clients. Technicians can also create their own ticket views based on ticket properties.

How to create a custom view

• Navigate to workspace
• Click the **+** icon next to ticket views
• Name your custom ticket view and define conditions for the custom view to show specific types of tickets
• Configure the columns that you'd like to see by selecting or unselecting fields you want to see in this ticket view
• Click Save

Now that you've narrowed down the set of tickets that you want to focus on, you can start looking at managing them. There are two ways to do that (which we'll cover in the upcoming sections).

By default, your ticket window is set to the list view. You can also switch to a separate Kanban view for a more intuitive, visual ticket interface.

Columns a.k.a ticket details

Columns provide all the ticket details — the general status Ticket details give you insights into the general status of a ticket. These details are useful for technicians who want to glean the context of all their tickets with a cursory glance, without having to open each ticket.

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Arvind Parthiban CEO & Co - Founder, SuperOps

Ticket views

It can get overwhelming to look at a ticket window with all your tickets from multiple clients with varying priorities. Technicians can use ticket views to focus on a single set of tickets that fulfill specific conditions such as my open tickets, or SLA violated tickets, to name
a few.

Here's a list of our pre-built ticket views available to use right away:

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To make ticketing easier, let's start with
the basics

Tickets are at the heart of a technician's everyday operations. With a set of features to organize your tickets, technicians can see just the tickets they need to work on, assess them at a glance, and jump right into the tickets that need their attention first.

Time tracking Time is money. Especially if you're an MSP. Track time spent on each ticket with our in-built time tracker. Not a second will slip through the crack.

Time tracking Time is money. Especially if you're an MSP. Track time spent on each ticket with our in-built time tracker. Not a second will slip through the crack.

Understand your workspace

We designed the ticket workspace keeping you, the technician, in mind. Our primary goal was to create a clean, intuitive interface with the flexibility to customize the ticket window, so you can focus on what's relevant.

Getting started with service desk

Here, you can find everything you need to understand the fundamentals of SuperOps service desk. We'll show you how you can use SuperOps to get the best out of your service desk.

You learn how to

• Keep your workspace organized and improve productivity
• Set up automation rules to simplify redundant processes
• Route tickets to the right technicians automatically
• Use Runbooks to onboard new technicians