Service desk mode | Juvaro Help Centre

Choose between Service provider and Internal service desk, and decide what happens to mail from unknown senders.

Who can do thisApplication Administrator

Application ManagementOrganisationService desk decides how the whole desk works. The two modes sit side by side and the active one is marked Current. Click a mode to switch; it saves at once.

Internal service desk: "You support one organisation. Your own." One company, no customer column and no pile of unmatched mail. New workspaces start in this mode.
Service provider: "You support several companies." Tickets carry a customer, and incoming mail is matched to a customer by the sender's email domain. Workspaces that already had customers when this setting arrived were put in this mode.

Service deskRunning as a service provider

Choose how this desk works. Everything below follows from it.

Internal service desk

You support one organisation. Your own. Every ticket belongs to it, and nothing asks you which customer it is for.

One companyNo customer columnNo unmatched pile

Current

Service provider

You support several companies. Tickets carry a customer, and incoming mail is matched to one by the sender’s domain.

Many customersDomain matchingUnmatched mail

Unknown senders

What happens when mail arrives from a domain no customer has registered.

Hold for review

The mail waits in Unmatched mail until someone assigns it to a customer, or to Independent.

File to Independent

The ticket is raised immediately against Independent and can be answered straight away.

PictureThe two mode cards, with the active one marked Current. In service provider mode the Unknown senders card follows.

Settings in Service provider mode

Unknown senders decides what happens to mail from a domain no customer has registered:

Hold for review (default): the mail waits in Unmatched email until someone assigns it.
File to Independent: a ticket is raised at once against a standing "Independent" customer. Meant for public enquiry desks.

Settings in Internal service desk mode

Senders outside your domains:

Let them raise tickets (default): their tickets are filed against a standing "External" customer.
Do not raise tickets: the mail is received and can be read, but never becomes a ticket.

"Your domains" means every email domain registered on any customer record.

Choose your company

Your company is the company record that internal tickets are filed against, and it decides where mail from your approved domains goes. You can choose it or change it on this screen:

Open the Your company picker. Accounts marked Internal are listed first.
Pick the account.
Confirm. The confirmation names the account you chose.

"Not chosen yet" means Helpdesk creates and uses an account named "Internal".

Switching to Internal while customers exist shows "You have N customers set up". Nothing is deleted, and switching back restores the customer information.
"Internal", "External" and "Independent" are routing records Helpdesk creates when needed. They are never sent to Juvaro CRM.
Customer synchronisation with Juvaro CRM is a separate setting that Juvaro switches on for you. It is off by default and only runs in Service provider mode.