Help Desk Portal vs Service Desk: what is the difference?

In 2008 we released an application that allowed people without Targetprocess licenses to submit and track requests. It was called Help Desk Portal.

hd_old_1

However, it eventually became obsolete in both UI and functionality, and it would have required too much effort to improve it. So, we decided to create a new software for external users, with a better user experience and feature set. We decided to call it Service Desk because it includes much more than just Help Desk functionality.

service_desk_ui

 

The first thing we had to do was match the functionality of our previous version of Help Desk, so that you don’t have to worry about making a decision on whether you want to sacrifice certain features in order get the newer version. Just like Help Desk, the Service Desk allows you to:

  • submit public and private Issues, Ideas or Questions
  • search and vote for them
  • track the status of requests and related items
  • add comments
  • upload attachments

Activation and settings

Currently, On-Demand users can activate Service Desk from General Settings in Targetprocess, right under the old Help Desk configuration.

sd_registration_mashup

 

On-Premise customers can have it installed in two ways: either as an IIS application or a Docker container.

New functionality

General Settings

The page is available if you login as a Targetprocess user with administrator permissions. Here you can configure the ability to submit public requests, or to sign up or proceed as guest, we have also added some new ones. The most important addition is the ability to upload your own logo.

servicedeskiis_3

Projects and Custom fields

You can easily define which projects are available in Service Desk.

service_desk_projects_and_custom_fields

Here you can also enable which custom fields will be available to the requesters to see and fill. This can significantly increase the number of possible use cases and scenarios supported by the application.

 

Personal Settings

Requesters can now update your personal information and change your password. You can also upload an avatar which will be displayed in Targetprocess

service_desk_personal_settings

Usability Improvements

  • Project Filter - Unlike the old Help Desk, you can apply a filter to see requests from a particular project
  • Description preview - you can now see part of the description directly on the request’s card which gives you a better idea of what the request is about. For those who prefer more compact view, it is possible to disable this.
  • Last official reply - when opening the request you can quickly see the last comment submitted by someone in Targetprocess. It only appears if there are more than 5 comments, excluding replies
  • Hierarchical Comment Trees - Just like in Targetprocess, you can have a structured discussion by replying to a particular comment.
  • Login as a Targetprocess user - no need to sign up as a new requester if you have Targetprocess account
  • You can now insert inline images using the Ctrl+V short-key, or just by dragging an image into a request's description or comments
  • We don't show closed requests by default anymore, but it is optional
  • Romina

    Are custom fields available for filter options?

  • Sergey Gnedin

    @disqus_GWB5hxKE3L:disqus not yet, but we’ll consider that in future versions

  • Alec Eriksson

    We’re an agency using Target Process to manage work for multiple clients and we’d love to use this to manage interactions and requests. Is there a way that you can specify a list of products that users can submit tickets about? As far as I can tell, ALL products are displayed to every user, which won’t work for us. This is literally the one feature that would sink our adoption of this tool across our entire client management process.

    Thanks!

  • Andrey Metelsky

    @aleceriksson:disqus I`ve sent you an email with details regarding this question

  • Anders Palm

    I’m very interested in this also

  • Sergey Gnedin

    @disqus_YhTIaWT0hN:disqus access and visibility is not our strongest part, it was inherited from the old Help Desk system mostly. Here is how it works:
    1. You can define which projects appear in Service Desk and which stay hidden for everyone. That is at Service Desk settings or by clicking Product check-box for a project in Targetprocess
    2. For projects shown in Service Desk you can limit the visibility for individual customers based on the Company entity, see https://www.targetprocess.com/guide/service-desk/manage-requests-by-companies
    It has some limitations though: requester can be included to only one Company and only one Company can be tied to a project.
    For more flexible Companies and access model please vote for enhancement request at https://servicedesk.targetprocess.com/request/30646

Still have a question?

We're here to help! Just contact our friendly support team

Find out more about our APIs, Plugins, Mashups and custom extensions. Join our community of passionate users and even discuss directly with our developers.

Get started for free

How many people would be using Targetprocess?
  • Myself
  • 2–20
  • 21–100
  • 101–1000
  • 1000+
By clicking Continue you agree to our Terms of service and Privacy policy