Welcome
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Welcome to the My Desk Knowledge Base! This knowledge base was created to help you find information, resolve questions about the product, set up features when needed, and gain valuable insights about the system.
The knowledge base is organized by user levels: Administrator, Requester, and Agent. Each category is further divided into searchable topics, which you can find on the left-hand side.
Feel free to search for the content you need! Each menu provides different information for you to explore.
New features in this version
What's new in My Desk?
- New home screen with your open tickets and approvals, plus an initial setup guide
- Support for multiple contracts — manage portfolios and activities per contract independently
- AI-linked knowledge base — AI now uses your articles to suggest solutions in tickets
- Knowledge portal — centralized space to publish and consult internal and public articles
How is this documentation organized?
The content is divided by user profile. Choose below the one that best describes your role in My Desk and get started there.
Administrator
For those who configure and maintain My Desk. Portfolios, contracts, SLAs, groups, knowledge base, and reports.
Atendant
For those who handle day-to-day operations. Capture, delegate, suspend, reclassify, and complete service tickets.
Applicant
For those who open and track support tickets. Learn how to quickly create, view, and interact with your tickets.