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Unlike a “help desk”, which primarily provides only information, a “service desk” owns the incidents and questions reported to it and has the training and ability to resolve a high percentage of queries, thereby facilitating faster resolution times to its customers and users.
A short description to explain the nature of a ticket.
The full details of a ticket, including any appropriate circumstances or supplementary information that may aid in resolving it.
File attachments associated with the ticket.
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