لوحة تحكم مركز الخدمات: التعامل مع طلبات مكتبك

Welcome to the Service Hub Console, where each team answers the requests employees send to its desk.

It all starts with an employee. Service Hub, under Personal Space in the sidebar, lists every request they have sent, and New request starts a new one.

They pick the desk, write a short subject and what they need, choose the priority, attach files if they help, and click Submit request.

As soon as it is submitted, the desk's team is notified.

The request gets a number that starts with the desk's code, IT-6 here. It waits, open, for someone on the team to pick it up.

If you are on a desk's team, you answer these requests in the Service Hub Console. Its red badge counts the active tickets on your desks.

The tiles count your desks' work: active tickets, unassigned, yours, waiting for the requester, overdue for a first reply, and resolved in the last seven days.

Below them, each row shows the ticket number and desk, the subject and who asked, the priority and status, who has it, and the time left for a first reply.

The pills switch between your desks. Here, HR Support alone.

Filter by status, by who has the ticket, or by priority. Active, the default, covers open, in-progress and waiting tickets, and Everything shows the full history.

Or search by subject, requester or ticket number, and press Enter.

Click a ticket to open it. You see who asked and from which department, when it was opened, who has it, and when the first reply is due. Then the request itself, and the conversation.

Click Pick up to take the ticket. It moves to In progress, and the requester is told you are on it.

To hand it to a colleague on the desk, choose them under Assign to. If the priority is wrong, correct it here.

Write to the requester in the box at the bottom, and click Send.

For something only the team should see, tick Internal note before you send.

Internal notes show in yellow. The requester never sees them, though an approver you bring in can. Your first reply also marks the first response as answered.

Need something from the requester? Click Waiting for requester, and say what you need. They get it as a notification.

The ticket now shows Waiting for requester. As soon as they reply, it goes back to In progress.

When a manager must agree first, click Request an approval. Say what needs approving, and add the approvers in the order they should act. They decide one after another, from My Approvals, and until they finish, the ticket cannot be resolved or moved.

Raised on the wrong desk? Click Move to another desk, pick the desk, and say why.

The ticket keeps its conversation and files, and takes the new desk's code: IT-3 is now HR-3. It arrives unassigned, for the HR Support team to pick up.

When the work is done, click Resolve and write what was done. The requester reads this note.

The ticket is resolved, with your note on top. Within seven days, the requester can reply to reopen it, or close it and rate the service.

On the employee's side, the resolution is shown, but your internal note is not. Close and rate is one click away.

They give one to five stars, can add a comment, and close the ticket.

Back in the console, their rating and comment show on the ticket. A closed ticket takes no more replies.

To look back, set Status to Everything: every ticket on your desks, closed ones included.

That's the Service Hub Console. More Teamline training videos are on the way.