Service Desk FAQ

Do I need a Targetprocess license to get into Service Desk ?

No, you don't. No extra licenses are required for Requesters, as they do not have access to Targetprocess. Requesters submit tickets through the Service Desk web interface.

How to activate Service Desk

You can activate Service Desk from Settings > Service Desk.

You need Administrator permissions to do so. Also, Requests practice must be enabled in the Process settings of your Project.

Which projects are displayed in Service Desk?

Projects do not appear in Service Desk automatically. Please find step-by-step guide on how to publish projects in dedicated article.

Can I use it without Targetprocess?

No. Targetprocess is required for using Service Desk. Besides, we recommend support staff or whoever is processing the Requests to work from Targetprocess, not Service Desk. All administration, merging, and state-changing is done from Targetprocess.

How can I access Service Desk?

Once enabled, Service Desk will be available at https://your_account_name.tpondemand.com/helpdesk.

Can I login to Service Desk with Targetprocess credentials?

Yes, you can. However, please note that Targetprocess users and external requesters are still different users. In case you have the same credentials, you will be logged in as a Targetprocess user. So if you were using the old Help Desk, you may see some difference in the My Requests list. We are going to merge those users to avoid confusion.

Single Sign-On (SSO) for Service Desk is supported and can be enabled per request by our support team.

1 - Targetprocess SSO settings work by default in the Service Desk. That means, Targetprocess users will be able to log into the Service Desk with SSO;

2 - Requesters will still have an option to log in with the login and password.