The service desk: queue, board and tickets

Watch

You will be able to

• Follow the service management flow from Engage to Review
• Work the queue and the service board
• Log a ticket with the right service, type and priority
• Read the service-level clock, put a ticket on hold and resolve it

Step by step

1. The service management flow DelPulse Map › Service management
   Seven stages: Engage, Log, Route, Restore, Learn, Improve and Review. It runs beside demand to value and joins it at Improve.
2. Open the service desk Service › Service desk
   Open tickets, P1 and P2 incidents, anything breached or at risk, tickets nobody owns, and how much was fixed within the service level.
3. The queue and the service board Service desk › Queue or Service board
   The same tickets as a list or as a board: New, Awaiting approval, Assigned, In progress, On hold and Resolved. Filter by team, type, service or product.
4. Log a ticket Service desk › Log a ticket
   Choose the service and the type: incident, service request or problem. Priority comes from impact and urgency, so P1 to P4 means the same everywhere.
5. The service-level clock Ticket › Service levels
   Response and fix clocks come from the agreement that covers the service, counted in its working hours. Each shows on track, at risk or breached.
6. On hold, with a reason Ticket › Status › On hold
   Waiting for the caller, a change or a problem pauses the clock. Waiting for a supplier does not: the supplier’s contract has its own clock.
7. Resolve and close Ticket › Status › Resolved
   Say how it was resolved and write notes the caller sees. The caller can reopen it; if they do not, it closes after three days.

Try it yourself

Practise as Lucy Evans in the demo.
View as Lucy Evans. Open the service board. Which ticket is on hold, what is it waiting for, and is its clock paused?

Open the demo as Lucy Evans Password pulse-demo-2026. The demo resets every night.

The examples use a made-up healthcare organisation. DelPulse is not only for healthcare: it can be set up for any industry, with your own names for every portfolio, programme, product and team.

Part of

Service management