# Service Requests

> The helpdesk: every member issue, triaged and tracked against SLAs.

Source: https://deskos.net/docs/service-requests/
Section of the DeskOS documentation, under Front Desk.
DeskOS is coworking and flex space management software. Operators run seats and occupancy, memberships, billing, meeting rooms, visitors, access control and a whitelabel member app on it.

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Service Requests is where member complaints and requests land: a broken chair, an AC that will not cool, a request for a whiteboard. Members raise tickets from their portal or app, and your team works them from here. Tickets carry a priority, a category, an assignee, and an SLA timer, so nothing quietly slips.

![Service Requests home](https://deskos.net/_next/static/media/service-requests.9e51b672.png)

*The Service Requests home: analytics on top, the triage board below.*

## Watch it happen, both sides

A request has two ends. Your member reports the broken chair and wants to know somebody has it, your team has to triage it against everything else in the queue. Here is each end of that.

**Video: Service Requests Guide for Users | DeskOS**
- For your members. Shows the member portal and app, which is what the operator’s customers use.
- What raising a request looks like for a member, and how they follow it through to resolution without ringing the front desk.
- Watch (1:45): https://www.youtube.com/watch?v=_0EcjpnyFlw

**Video: Understanding Service Requests on DeskOS as operator**
- For your team. Shows the admin console, which is what the operator’s own staff use.
- Working the triage board: priority and status, assigning a ticket, watching the SLA timers, and replying to the member from the ticket drawer.
- Watch (2:46): https://www.youtube.com/watch?v=S95qHtZKU7s

## The triage board

The board sorts tickets into tabs so you can work in priority order rather than scrolling one long list:

- All Tickets: everything in the selected period.
- High Priority: tickets marked high or critical.
- At Risk SLA: tickets whose response or resolution deadline is getting close.
- Overdue: tickets that have already breached their SLA.
- Assigned to Me: your own queue.
- Unassigned: new tickets nobody has picked up yet. Keep this near zero.

Clicking a ticket opens it in a side drawer where you can change status and priority, assign it to a team member, and reply to the requester. The member sees updates on their side, so the drawer is also your communication channel.

## Analytics

The section above the board tracks how the helpdesk is performing for the selected time period: total and open requests, overdue count, resolution rate, created versus resolved volume by day, and your SLA posture. The Where Requests Come From panel breaks volume down by department, category, company, or floor, which is how you find out that one AC unit is generating half your tickets.

## Creating tickets and settings

The Create Ticket button lets front desk staff raise a ticket on behalf of a member who reported something in person. If you have manage access, the settings page is where you define categories, teams, and the SLA rules that drive the timers on the board. There is also an All Tickets page under Front Desk for the full searchable history.

> **Tip:** SLA timers start when the ticket is created. If your Overdue tab keeps filling up, check whether the SLA windows in settings match what your team can actually deliver.