As an admin or DSO, what are the three steps I should follow when I check my Help Desk?

When you check your help desk, follow these three steps:

1. Check your My Team’s Unassigned view

If there are any tickets in this view that you are available to resolve, assign yourself as the owner.

2. Respond to tickets in the My Tickets view

Ensure you have responded to any tickets in this view and close out the tickets that have reached a resolution.

3. Check your My Mentions view

This will show you any tickets where another team member has tagged you in an internal note.