PULSE Academy / Operations
Service desk, SLAs and the request portal
Run internal and client requests with clear targets.
Intermediate · 8 minutes · Article
You'll learn to
- Set up queues and SLAs
- Use approvals and escalation
- Publish a request portal and knowledge base
- Queues route requests to the right team; each queue can have a lead.
- SLA policies set response and resolution targets by priority. Timers pause while a ticket waits on the requester, and PULSE warns before a breach.
- Tickets can need an approval, be escalated, or be sent to engineering. Requesters rate the help with CSAT.
- A public request portal lets people outside PULSE raise and follow requests, and a knowledge base answers common questions.
- AI can suggest a reply; a person reviews and sends it.
Try it: create a queue and an SLA policy, then raise a test ticket.
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