Take a tour of the 7 easy eHelpDesk quickstart steps.
Cloud Help Desk Software Quickstart Service Groups
Define Your Support Departments/Groups
These are the various IT departments that specialize in distinct aspects of IT support, such as the Applications and the Desktop Service Groups. Your help desk should be the focal point for all employees to call for their problems/requests. Outsourced support groups and/or other company departments can also be set up as service groups. For example, two company departments outside of IT are Facilities and Telecom. New hire set-up and employee office moves involve coordination between IT, Facilities and Telecom. As a result, these service groups may be logical choices.
Within each service group, you also have the option to set escalation paths for each severity level. For example, you probably want the escalation path for the Applications Service Group to be different than the Network Service Group.
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