Welcome to Helpdesk
What Juvaro Helpdesk does, and which articles to read for your job.
Juvaro Helpdesk is the service desk in the Juvaro suite. Requests arrive by email or through a self-service customer portal and become tickets. Your team answers them, moves them through a workflow, keeps to SLA targets and registers the time spent. Billing staff then lock, export and bill that time.
Find the articles for your job
| Section | For | Covers |
|---|---|---|
| Administrators | Application Administrators | Roles, mail, flows, SLA, automation, the portal and every setting under Application Management. |
| Agents | Technicians with the User role | Everyday tasks: the ticket list, replies, CC, notes, approvals, time, the Planner. |
| Billing | Billing staff and administrators | Rates, time approvals, prepaid hours, the Billing page and the monthly routine. |
| Customers | The people your desk supports | Signing in to the portal, raising requests, replying, emails and guides. |
Two ways to run a desk
Each workspace runs Helpdesk in one of two modes. A Service provider supports several companies: tickets carry a customer, and mail is matched to a customer by the sender's domain. An Internal service desk supports one organisation, its own. See Service desk mode.
Start here
- New to the desk? Read Find your way around, then Work a ticket.
- Setting up a desk? Start with Access and roles and Mail through the Integration Hub.
- Coming back after a while? What changed in the October 2026 release lists everything new.