Help Desk/ITSM Service Groups
Learn about service groups and Service Level Agreement breach escalations
Overview
Service Groups are departments in your organization responsible for various support aspects. A pre-existing group which can be renamed but not disabled, typically titled "Help Desk", "Service Desk", or "Customer Service".
Deleting or Disabling Service Groups
- Deletion Criteria: Service groups without tied data can be deleted; others can only be disabled.
- Impact on Tickets and Reports: Disabled groups still visible in existing tickets and reports.
Editing Service Groups
- Name and Manager Assignment: Change the service group’s name and optionally assign a manager.
- Manager Role in Surveys: The manager acts as a contact point in customer satisfaction surveys.
Setting SLA Breach Notifications
- SLA Breach Notification Path: Design a series of notifications for each Severity Level within the service group.
- Notification Order and Frequency: First notification to the initial person or team, followed by subsequent notifications at set intervals.
- Adjusting Severity Levels and SLAs: Visit Severity Levels & SLAs section to customize notification frequencies.