Service Desk
The Service Desk section is the operational heart of the Internal IT vertical. It combines support ticket management, change request tracking, calendar scheduling, and AI-powered triage into a single workspace for day-to-day IT operations.
The Service Desk appears in the sidebar with three sub-sections: Support Tickets, Tasks & Changes, and Calendar.
Support Tickets
Support tickets are the primary way internal users raise IT issues. Tickets are managed through the RMM+ integration and labelled Support Tickets in the sidebar.
Creating Tickets
Tickets can be created from multiple sources:
- Smart Inbox — incoming support emails are triaged by AI and converted to tickets. The department, priority, and context are pre-filled.
- Fleet & Devices — RMM+ alerts can generate tickets with device context attached. Click Create Task from any alert to spawn a ticket.
- Manual creation — technicians create tickets directly from the Service Desk.
- AI Agents — automated triage can create and categorise tickets based on predefined rules.
Ticket Fields
Each support ticket includes:
| Field | Description |
|---|---|
| Title | Brief description of the issue |
| Department | The requesting department |
| Reporter | The individual who raised the issue |
| Priority | Critical, High, Normal, Low |
| Assignee | The technician or team responsible |
| Status | Open, In Progress, Waiting on Reporter, Resolved, Closed |
| Category | Hardware, Software, Network, Security, Access, Other |
| Related device | Linked device record from the fleet (if applicable) |
| Checklist | Optional step-by-step resolution checklist |
Tasks and Change Requests
The Tasks & Changes section manages planned work items and change requests:
- Change Requests — planned changes to infrastructure, systems, or configurations that require approval and tracking. These map to the AtlasOS "Engagement" concept, relabelled for this vertical.
- Maintenance Tasks — scheduled maintenance work such as patch deployments, hardware replacements, and system upgrades.
- Internal Tasks — ad-hoc work items that do not originate from a support ticket.
Each task tracks status progression from creation through to completion, with full audit trail.
Calendar
The calendar view provides scheduling for:
- Maintenance windows — planned downtime or change implementation periods.
- Recurring tasks — weekly backups, monthly patch cycles, quarterly reviews.
- Team availability — on-call schedules and leave for service desk coverage planning.
Use the calendar to coordinate maintenance work and avoid scheduling conflicts across the team.
Smart Inbox Routing
The Smart Inbox automatically routes incoming support emails:
- AI analyses the email content, sender, and subject line.
- The email is matched to the correct department.
- Priority is suggested based on content analysis and historical patterns.
- The email appears in the technician's queue, ready to be converted to a ticket or responded to directly.
This eliminates manual triage and ensures support requests are captured immediately.
AI Agents for Automated Triage
AI Agents can automate common service desk workflows:
- Auto-categorisation — classify incoming tickets by type (hardware, software, network, access).
- Priority suggestion — recommend priority based on content analysis and department context.
- Routing — assign tickets to the appropriate technician or team based on category and workload.
- Response templates — suggest standard responses for common issue types (password resets, access requests).
AI Agent rules are configured under Automations > Automations Centre.