How Service Desk works

The following describes the full resolution flow, from a new alert to a resolved problem:

1. A platform alert (for example, a backup failure) is registered.

2. The alert triggers the 'Create ticket from alert' workflow.

3. If no open ticket exists for the issue, Service Desk creates one. Otherwise, it links the alert to the existing ticket.

4. Client, end-user, alert, and asset details are added to the ticket automatically.

5. AI generates a concise summary and identifies a potential root cause.

6. Technicians ask the AI chat for suggested resolution steps, and resolve the ticket manually. Linked alerts close automatically.

Ticket lifecycle: tickets move from New to In Progress, Solved, and finally Closed (auto-closing 2 days after a ticket is marked Solved).

Waiting for Client and Response Received loops are also supported.