• Title and Copyright Information
• Get Help
• 1 About This Guide
  • Audience and Scope
  • Related Guides
• 2 The Basics
  • Navigating Help Desk
    • How You Navigate To Help Desk
  • Notifications
    • How do I use notifications?
• 3 My Help for Employees
  • Knowledge
    • Browse Popular Articles
    • Search Knowledge
  • My Help Desk Requests
    • Help Desk Request List
    • Search Help Desk Request
    • Help Desk Request Details Page
    • Create Help Desk Request
    • View and Update a Help Desk Request
    • Copy a Request
• 4 Help Desk Requests for Agents
  • Saved Searches
    • Switch to a Different Saved Search
    • How do I create a saved search?
    • How do I manage Saved Searches?
  • Lists
    • Search Using Keywords
    • Filter Your List
    • Modify the Display of Fields in the List
    • Group Your Search Results
    • Export Your Search Results
    • Navigate from One Record to the Next as You Work a List
  • Help Desk Request List Page
    • Overview of the List Page
  • Help Desk Request Details Page
    • Overview of the Details Page
  • Create a Help Desk Request
    • How to Create a Help Desk Request
  • Copy a Help Desk Request
    • Copy a Help Desk Request
  • Edit a Help Desk Request Using the Details Page
    • Add Information
    • How do I compose messages?
    • Perform Other Actions
  • Edit a Help Desk Request Using the Full Details Page
    • Overview of the Help Desk Request Full Details Page
    • Update Summary Information
    • Update Solution Details
    • Update Milestones
    • Update Contacts
    • Update Attachments
    • Update Team
    • Update Asset and Work Order
  • Resolve a Help Desk Request
    • Link or Share a Knowledge Article to a Help Desk Request
    • How do I resolve a request?
• 5 Message Center
  • Internal Conversations
    • How do I start an internal conversation?
    • Reply to Messages
• 6 Actions and Plans
  • Overview of Actions and Plans
    • What's the Difference Between an Action and and a Plan?
  • Actions
    • Add Individual Actions
    • View the Details of an Action
    • Edit an Action
  • Plans
    • Add Plans
    • Edit a Plan
• 7 APPENDIX: Using Classic HR Help Desk
  • Create and Edit HR Service Requests
    • Create and Edit HR Service Requests
    • Delegate an Employee to Create Service Requests on Behalf of a Manager
  • Overview and Default Queue
    • Overview of Queues
    • Creation of queues and how the default queue works
  • Queues Dashboard
    • Overview of the Queues Dashboard
    • How You View Queue Information
    • How You View Queue Channel Summary Information
    • How You View Queue Interactions Information
  • Work with Queues
    • Create a Queue
    • Edit a Queue
    • What happens when I change queue properties?
    • Delete a Queue
    • Search for a Queue
  • Assign Agents
    • How do I assign agents to work items?
  • Agent Availability and Presence
    • Set Presence and Availability
  • Queue Owners
    • Why assign an owner to a queue?
    • How do I add the queue owner field to the page layout?
    • Assign an Owner to a Queue
  • Queue Resources and Resource Teams
    • Add Resources to a Queue
    • Add Resource Teams to a Queue
  • Overflow Resources
    • Overflow Queues
    • Add Overflow Queues to a Queue
    • Enable Overflow Resources for a Queue
  • Individual Capacity Settings
    • Why would I override individual capacity settings?
    • Override Individual Capacity Settings
  • FAQs for HR Service Requests
    • How can I reassign an HR service request?
    • How do I use smart text in HR service requests?