What to use the service desk for?
Reporting errors & bugs
Submitting details about something that isn't working as expected - the more detail the better (steps to reproduce, screenshots, affected records).
Examples: a registration form throwing an error, results not saving correctly, a payment failing at checkout, incorrect data displaying on a member's profile
Asking questions
Anything you're unsure about - how a feature works, what a setting does, or whether something is possible on the platform.
Examples: "How do I bulk upload members?", "Why can't certain users see this page?", "What's the difference between these two membership types?"
Minor change requests
Small, straightforward changes to existing functionality - these will typically be scoped and handled directly within the service desk.
Examples: adding a field to a form, updating wording on an automated email, adjusting a permission setting, reordering items on a page
New projects & enhancement requests
Got an idea for something more substantial, or a change that could affect how a whole process works? Log it here to start the conversation - but don't be alarmed if it's then picked up via email, the UAC process, or on a call. That's completely normal for anything with wider scope.
Examples: requesting a new report or dashboard, building a new registration pathway, overhauling a membership category structure, introducing a new feature to your platform
General platform queries
Anything that doesn't fit neatly into the above - if in doubt, raise a ticket and we'll point it in the right direction.
Examples: checking the status of an ongoing piece of work, flagging a data discrepancy, querying an invoice or billing item
What not to use it for?
Requesting or scheduling a call
If you'd like to set up a call, reach out directly to your account manager rather than raising a ticket - it's a much quicker way to get something in the diary.
Examples: wanting to discuss a new project, a catch-up on delivery progress, a demo of a new feature, a quarterly review
Ongoing project conversations
Once a project or enhancement is in flight, updates and decisions should flow through the agreed channel (UAC, email thread, scheduled calls) rather than creating parallel ticket conversations.
Examples: chasing a sprint delivery, asking for an update on a feature already in development
Commercial or contractual queries
Pricing, contract renewals, scope changes, and anything with a commercial dimension should go directly to your account manager.
Examples: querying an invoice, requesting additional modules, discussing renewal terms
Senior escalations
If you have a concern about the relationship, delivery standards, or want to raise something formally, go directly to your CSM or account manager - not the service desk.
Examples: dissatisfaction with response times, a recurring issue that hasn't been resolved
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