Service overview

Create your first service

1. Open Services from the top level navbar, then click Add.

2. Give the service a clear name and choose a category (you can manage categories from the same page).

3. Add a short, employee‑friendly description. This text appears in Slack/Teams cards and in the portal.

4. Choose a color and icon so it’s easy to spot at a glance.

5. Save. You now have a draft service with tabs for General, Request, Forms, Portal, Audience, and Analyze.

Analytics for each service

Every service has a focused dashboard so you can evaluate impact and improve:

• Created vs resolved requests over time

• Average first response and solving time

• SLA attainment and trends

• Volume by channel (Slack, Teams, Portal, Email) Use these insights to tune forms, adjust capacity, and demonstrate cost per request improvements.

Best practices

• Organize services by category (IT, HR, Finance, Security, etc.)

• Brand each service with a name, description, color, and icon for agents and the portal

• Set default assignment rules to a team inbox or a specific owner

• Apply SLA policies per service (first response and time to close)

• Attach a service form so requesters provide the right details up front

• Restrict availability with audience rules (by department, location, group, or custom attributes)

• Analyze volume, SLAs, and outcomes for each service

• Start with your top 10 services, then expand. Use Analytics to prune low‑value items.