All,

 

Seeing if someone could help us out on this one.   We are using service desk for our main IT ticketing system.  When a user emails the helpdesk, the ticket gets generated in service desk under the Requests page. You can only view the tickets that are unassigned when you select All Requests, Unassigned Requests etc..     We've used Numara Trackit in the past and with that we had emails being sent by users going to a triage queue, which only certain Technicians were able to view/classify tickets. Is their anyway of doing that in service desk?   If so I would love to know how. Also I how do you set up custom views for a specific group of people. I hope this isn't to confusing.  I would like to hear how everyone else has set up their helpdesk. Thanks.