Prismara DeskOverview
Prismara Desk overview
Prismara Desk is an ITIL 4-aligned service desk for IT and service teams. People report problems and ask for things; your agents work through them in shared queues against agreed service levels.
What you get
Section titled “What you get”- Tickets and service requests. Report an incident (“something is broken”) or request a service (“I need a new laptop”).
- A customer portal. Raise, track and reply to tickets in the browser.
- Email-to-ticket. Emails sent to your support address become tickets, and replies are added to the same ticket.
- Queues. Group tickets by team so agents see the work that is theirs.
- SLAs. Set response and resolution targets by priority, measured in your business hours.
- Just-in-time privileged access. People request temporary admin rights through a ticket. An approver grants them for a limited time, and the access ends automatically. Every request, approval and expiry is recorded on the ticket.
Who it’s for
Section titled “Who it’s for”- Users raise and track their own tickets.
- Agents take, assign, prioritise and resolve tickets from queues.
- Approvers grant or refuse requests for temporary admin rights.
- Administrators configure queues, SLAs and business hours.
Get started
Section titled “Get started”Raise a ticketReport a problem or request a service from the portal or by email.
Track and update a ticketCheck status, reply, attach files and reopen.
Work a ticket queueTake, assign, prioritise and resolve tickets.
Configure SLAsSet response and resolution targets and business hours.
Troubleshoot Prismara DeskFix email, notification, attachment and SLA problems.