VectorDesk documentation

VectorDesk brings every IT request into one queue, sends it to the right person and tracks it against your service levels until it is resolved. Staff ask for help in Microsoft Teams, by email, in the web help centre or by phone; your IT team works all of it in one place.

Find your way#

How VectorDesk fits together#

• Requests come in from Teams, email, the help centre, phone calls and walk-ins. Each becomes a ticket with a number.
• Routing sends each ticket to an IT section and, where you choose, to a person, based on its category, the requester's department and location, keywords and VIP status.
• Service levels set response and resolution targets per priority, counted in business hours, with warnings before a target is missed.
• The knowledge base answers common questions before they become tickets, and suggests articles while people describe their problem.
• Reports show volumes, response and resolution times, SLA performance and satisfaction, by section, technician and department.

Larger IT departments add approvals, major incidents, problem and change management, assets and renewals, automations and the AI assistant. IT providers add VectorDesk Connect to support their own clients.

Where things are in the app#

After signing in, the left menu has three groups:

• Service desk: the work. Ticket queues, My tasks, Calendar, Major incidents, Problems, Changes, Customers, Assets, Renewals, Reports and Knowledge base.
• Self-service: what every member of staff sees. Help centre, Help articles, My learning, Service status and Raise a ticket.
• Administration: settings, shown only to people allowed to change them.

Languages#

Every screen, email, Teams card and invoice is available in English, French and Spanish. Each person chooses their language in My profile; the organisation's default is set under Administration → Channels.