What is ServiceOps?
ServiceOps is a service desk for teams that support people — an IT department supporting employees, or a service provider supporting its customers. It combines four things that usually live in four different tools:
- Ticketing — incidents, service requests, problems and changes, with SLAs, assignment rules, and a complete history of every conversation.
- A knowledge base — articles your agents write once and reuse forever, searchable by people and used by the AI to answer questions.
- An AI assistant — an email agent that reads incoming requests, grounds itself in your knowledge base, and replies autonomously under guardrails you control; plus a copilot that helps agents inside every ticket.
- A portal — where your users create requests, follow their tickets, and find answers themselves.
Who uses what
Section titled “Who uses what”| You are… | You work in… |
|---|---|
| An agent or technician | The workspace — tickets, knowledge base, clients, reports |
| An organization administrator | Organization settings — branding, email, users, AI, integrations |
| An employee or customer | The portal — create and follow your own requests |
| A developer | The API — organization API keys and the Assist endpoint |
The five-minute mental model
Section titled “The five-minute mental model”Everything in ServiceOps belongs to your organization, and your data never mixes with any other organization’s — isolation is enforced by the platform on every single query, not by convention. Inside the organization, work happens in a workspace: tickets, articles, groups and SLA policies live there.
A ticket is the unit of work. It arrives by email, from the portal, from the embedded widget, from a monitor that detected an outage — or an agent creates it by hand. From there, assignment, SLA timers, automation rules and notifications take over.
Where to go next
Section titled “Where to go next”Follow the quickstart: it takes you from an empty organization to a working desk — team invited, mailbox connected, AI configured — in one sitting.