Service overview
Create your first service
Go to Settings → Service catalog → Add.
Give the service a clear name and choose a category (you can manage categories from the same page).
Add a short, employee‑friendly description. This text appears in Slack/Teams cards and in the portal.
Choose a color and icon so it’s easy to spot at a glance.
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.
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