Quickstart

This guide takes a brand-new organization to a working desk. Each step ends with what you should observe, so you always know it worked.

1. Configure your organization

1. Open Organization → Settings.
2. Set the organization name, upload your logo and pick your primary color.
3. Save.

Result: the sidebar, login page and outgoing emails now carry your identity. Branding goes deeper (favicon, dark-mode logo, email footer, custom domain) — see Branding.

2. Invite your team

1. Open Users and choose Invite.
2. Enter each person’s email and pick a role: Support Agent for people who handle tickets, Organization Administrator for people who configure the desk, End User for employees who only create requests.
3. Send the invitations.

Result: each person receives an email with a link to set their password and land in the right place — agents in the workspace, end users in the portal. Roles are described in Roles & permissions.

3. Create your groups

1. Open Groups and create one per team — for example Helpdesk N1, Infrastructure, Applications.
2. Add members.

Result: tickets can now be assigned to a team, not just a person, and automation rules can route to them.

4. Connect your support mailbox

1. Open Settings → Email channels and add a channel: Microsoft 365, Gmail, or IMAP.
2. Follow the dedicated guide for your provider — Microsoft 365, Gmail or IMAP.
3. Send a test email to the mailbox.

Result: the test email appears as a new ticket, with the sender as requester. Replies to ServiceOps’ answers attach to the same ticket automatically.

5. Define your SLA policies

1. In the workspace, open SLA settings and create a policy per priority — for example Urgent: first response 30 min, resolution 4 h.
2. Optionally scope a policy to a service or category.

Result: every new ticket gets first-response and resolution due dates, visible on the ticket and enforced by SLA notifications.

6. Seed the knowledge base

1. Open Knowledge base and write your first articles — start with the five questions your team answers most often.
2. Publish them. Keep internal procedures as Internal; make customer-facing answers Public.

Result: agents get article suggestions beside matching tickets, and the AI can ground its answers. Writing advice: Writing effective articles.

7. Turn on the AI assistant

1. Open Organization → Settings → AI.
2. Enable the assistant, name it, choose its tone and language.
3. Decide who it may answer (sender policy) and whether it replies autonomously or drafts for review.

Result: incoming emails the policy allows get an answer grounded in your published knowledge base — or a draft your agents approve. Details: AI assistant.

8. Create your first ticket

1. In the workspace, choose New ticket.
2. Fill title, description, type and priority; assign it to yourself.
3. Reply publicly, then resolve it.

Result: you have seen the full lifecycle — creation, SLA stamps, public reply, resolution — and the requester was notified at each step.

Where to go deeper

• Ticketing — the complete lifecycle, automation and SLAs.
• End-user portal — what your users see.
• Proactive support — detect outages before users report them.
• API — integrate ServiceOps with your own systems.