Service Desk
The Service Desk gives your members somewhere to ask your headquarters for help, and gives you a queue instead of an inbox. Every organization has one — it is not a licensable add-on, so there is nothing to switch on.
Find it in the sidebar under Service Desk. The queue is for organization and regional admins; other members reach their own tickets through the support menu in the header instead.
Topics decide routing
Members never choose a desk. They choose a topic, and the topic decides whether the ticket comes to you or goes to GreekManage.
Your topics are yours to write, under Settings → Service Desk. Anything you list there comes to your queue. Alongside them, members always see the GreekManage topics — “Something in the app is broken”, “I can’t sign in” — and those never reach you.
You start with four, so your desk is reachable from day one:
| Topic | For |
|---|---|
| A dues or payment question | An invoice, a payment plan, an unrecognized charge |
| My membership or roster record | Status, chapter, details that look wrong |
| A policy or requirement | A rule, a deadline, something a member was asked to complete |
| Something else for my organization | Everything that does not fit above |
Rename them, reorder them, deactivate them, replace them — they are a starting point, not a fixed menu. If you delete every one of them, they stay deleted; they are only ever created for an organization that has none at all.
Retire a topic with its Active switch rather than deleting it. Deleting removes it from the tickets that used it; deactivating just stops new tickets being filed under it.
Working the queue
The queue opens on Open tickets. The tiles above it show what needs attention first — Unassigned is the number worth watching.
Filter by search, state, status, assignment, priority and topic. Two notes on how they combine:
- Choosing a specific Status overrides the coarse Open / Closed toggle, so that toggle greys out while a status is set.
- Clear filters returns the queue to open tickets rather than to no filter at all — clearing to nothing would quietly widen it to include everything you have already closed.
Assignment offers Anyone, Unassigned and Assigned to me rather than a list of your admins, which is what makes the Unassigned tile something you can act on rather than a number to look at.
A ticket’s status moves on its own as the conversation goes:
| Status | Meaning |
|---|---|
| New | Nobody has replied yet |
| Open | Yours to answer |
| Waiting on requester | You replied; the ball is with them |
| Escalated | Handed to GreekManage |
| Resolved | Finished |
Replying to a member moves a ticket to Waiting on requester. Their reply moves it back to Open. You do not have to set either by hand — but you can: New, Open and Waiting on requester are all in the status picker on the ticket.
Resolved and Escalated are deliberately not in that picker. Both do more than set a column — resolving notifies the member, and escalating opens a second ticket — so each has its own button. A resolved ticket shows Reopen in place of the picker.
A resolved ticket also reopens on its own if anyone replies to it. A member answering “this is still broken” puts it back in your queue rather than leaving it finished where nobody would look again.
Claiming a ticket
Assign to me claims a ticket; Unassign puts it back; if a colleague holds it you will see their name and a Take it button. This is what the Unassigned tile counts.
Only someone who can work your desk — one of your organization’s admins or regional admins — can hold a ticket. The server refuses anyone else, so a ticket’s assignee is never a member or a person outside your organization.
Internal notes
The reply box has two tabs. Reply goes to the member. Internal note is for your team only — the member never sees it, on screen or in a notification.
Use it for what you checked and ruled out. It is the most valuable thing on a ticket when somebody else picks it up, and it travels with an escalation.
Escalating to GreekManage
When a problem turns out to be the platform’s rather than your records’, use Escalate to GreekManage on the ticket.
What happens:
- A linked ticket opens on the GreekManage desk carrying the whole thread, including your internal notes.
- Your member stays on their original ticket. They see the status change to Escalated and a short explanation. They never see the GreekManage-side conversation.
- When GreekManage resolves it, your member’s ticket resolves too, and they are notified on the thread they have been reading.
Escalate once. A second attempt returns the same linked ticket rather than opening a duplicate.
What members can and cannot see
- Tickets addressed to your desk: visible to your organization administrators and regional administrators. Not visible to other members of the requester’s chapter.
- Tickets addressed to GreekManage: not visible to you at all, even when the member belongs to your organization. This is enforced by the database, not by the screens.
That second rule is deliberate and not negotiable by configuration. A member must have somewhere to report a problem about their organization, and that place cannot be a queue their organization reads.
Setting expectations
Under Settings → Service Desk you can set:
- Response time note — shown to members on the compose screen. A desk that promises nothing feels broken even when it is answering quickly.
- Automatic first reply — posted on every new ticket. Leave it blank for none.
- Closed ticket retention — the Delete resolved tickets after (days) field, saved with its own Save retention button: how many days after a ticket is resolved it is deleted. Leave it blank to keep resolved tickets. Off by default, so nothing is ever deleted; when set, it must be between 30 and 3650 days. The clock starts at resolution, so a ticket that is reopened stops counting and an open ticket is never deleted. Tickets your members send to GreekManage are never deleted by this setting. A daily job deletes the ticket, its replies, internal notes and attachment records from the database, and its attached files from storage. Where file versioning is enabled, previous file versions may persist until storage lifecycle rules remove them. Backups taken before a ticket is deleted still contain it until they expire: database snapshots for up to 7 days after the deletion and, with the default settings, scheduled database backups for up to about four months. Each change to this setting, and each run that deletes tickets, is recorded in your audit log. Deletion is permanent.
Who answers
Your organization’s active administrators and its regional administrators. They are notified when a ticket arrives.
There is no separate agent role yet. If you need somebody answering tickets without full administrator rights, say so — it is a known gap, deliberately not built until an organization actually needs it.