Service Desk
Service desk portals, customer requests, and SLA policies.
12 tools
# create_desk
Create a service desk
| Parameter | Type | Required | Description |
|---|---|---|---|
| workspace_id | string | ● | Workspace ID |
| name | string | ● | Desk name |
| portal_title | string | — | Public portal title |
# update_desk
Update a service desk
| Parameter | Type | Required | Description |
|---|---|---|---|
| workspace_id | string | ● | Workspace ID |
| desk_id | string | ● | Desk ID |
| name | string | — | Name |
| portal_title | string | — | Portal title |
| portal_logo_url | string | — | Public portal logo URL |
| default_assignee_group | string | — | Default assignee group name |
# list_desks
List the service desks you hold a capability on, with those capabilities per desk
| Parameter | Type | Required | Description |
|---|---|---|---|
| workspace_id | string | ● | Workspace ID |
# create_request
Submit a service desk request as the authenticated caller. Creates a routed service request ticket in the desk's project and schedules SLA checks.
| Parameter | Type | Required | Description |
|---|---|---|---|
| workspace_id | string | ● | Workspace ID |
| desk_id | string | ● | Desk ID |
| form_data | object | — | Form submission data |
# get_request
Get a portal request by ID
| Parameter | Type | Required | Description |
|---|---|---|---|
| workspace_id | string | ● | Workspace ID |
| request_id | string | ● | Request ID |
# list_requests
List portal requests for a desk
| Parameter | Type | Required | Description |
|---|---|---|---|
| workspace_id | string | ● | Workspace ID |
| desk_id | string | ● | Desk ID |
| limit | integer | — | Max results |
| offset | integer | — | Offset |
# update_request_status
Update a portal request's public status
| Parameter | Type | Required | Description |
|---|---|---|---|
| workspace_id | string | ● | Workspace ID |
| request_id | string | ● | Request ID |
| status | string | ● | New status (open|in_progress|resolved|closed) |
# create_sla_policy
Create an SLA policy for a desk
| Parameter | Type | Required | Description |
|---|---|---|---|
| workspace_id | string | ● | Workspace ID |
| desk_id | string | ● | Desk ID |
| priority | string | ● | Priority level |
| first_response_hours | integer | — | First response SLA (hours) |
| resolution_hours | integer | — | Resolution SLA (hours) |
# update_sla_policy
Update an SLA policy
| Parameter | Type | Required | Description |
|---|---|---|---|
| workspace_id | string | ● | Workspace ID |
| policy_id | string | ● | Policy ID |
| first_response_hours | integer | — | First response SLA (hours) |
| resolution_hours | integer | — | Resolution SLA (hours) |
| breach_notify_emails | array | — | Emails to notify on breach |
# delete_sla_policy
Delete an SLA policy
| Parameter | Type | Required | Description |
|---|---|---|---|
| workspace_id | string | ● | Workspace ID |
| policy_id | string | ● | Policy ID |
# list_sla_policies
List SLA policies for a desk
| Parameter | Type | Required | Description |
|---|---|---|---|
| workspace_id | string | ● | Workspace ID |
| desk_id | string | ● | Desk ID |
# get_sla_report
Get SLA compliance report for a desk
| Parameter | Type | Required | Description |
|---|---|---|---|
| workspace_id | string | ● | Workspace ID |
| desk_id | string | ● | Desk ID |