---
title: Service Desk Overview
description: "An introduction to the Service Desk module, used to raise and track internal support tickets such as general queries and information security reports. Applies to: all users with a Service Desk role. Module: Service Desk. ## The Dashboard Select **Service…"
url: "https://support.symbiant.co.uk/kb/service-desk-overview/"
updated: "2026-10-30"
category: Service Desk Basics
---

# Service Desk Overview

An introduction to the Service Desk module, used to raise and track internal support tickets such as general queries and information security reports.

Applies to: all users with a Service Desk role. Module: Service Desk.

## The Dashboard

Select **Service Desk** in the left-hand menu. Charts show the **Type**, **Status** and **Divisional** breakdowns, and the **All Tickets** grid lists each ticket with its type, summary, who raised it and when, status and divisions.

![Service Desk dashboard with the All Tickets grid](https://support.symbiant.co.uk/wp-content/uploads/2026/10/service-desk-overview-01-dashboard.png)

## Ticket Types and Statuses

- **General Query**: a question or request for help.
- **Information Security**: a security event; the ticket asks for the affected systems, when it occurred, and whether it is resolved, exposed data or caused an outage.
- Statuses: **New Ticket** (set automatically when a ticket is raised), **Open** and **Closed**.

Inside a ticket, the tabs are **Overview**, **Edit Ticket**, **Comments** and **Attachments**.

Admins maintain **Type**, **Status**, **Attachment Types**, **Comment Type** and **Affected Systems** under Service Desk in the menu.

**Note:** Ticket types and statuses can be used by automated emails. Check with your administrator before renaming or deleting them.

## Related Articles

- [Raising a Service Desk Ticket](https://support.symbiant.co.uk/kb/raising-a-service-desk-ticket/)
- [Updating and Closing a Service Desk Ticket](https://support.symbiant.co.uk/kb/updating-a-service-desk-ticket/)