Employee self-service · Autessa IT Desk
Service Portal (Help Center)
Autessa IT Desk includes an employee self-service portal, the Service Portal or Help Center, for everyone in the company. Employees search for help, report an issue, request something from the service catalog, follow and comment on their requests, approve what waits on them, see their own devices and apps, and rate resolved issues.
The problem
Employees do not know where to ask
If the only way to get help is to message someone in IT, people wait, repeat themselves and never know the status. A self-service portal gives them one place to ask, to track, and to find answers without asking at all.
What you get
- A home page with search and four big actions: Report an issue, Request something, My requests (with open counts) and Approvals (with how many wait for you).
- Popular items and Browse by category on the home page.
- Report an issue asks what is wrong, what it is about, how urgent it is and the details.
- My requests lists requests and issues together with filter chips: Everything, Requests, Issues.
- Each request shows its status, what you asked for, progress, approvals and a conversation with IT.
- My devices and apps lists the hardware assigned to you and your software seats.
- Search finds catalog items and published employee knowledge articles; each article asks Was this helpful?
- Resolved issues ask a one-question satisfaction rating from 1 to 5 with an optional comment.
How it works
How does service portal (help center) work in Autessa IT Desk?
Open the Help Center
Every signed-in employee lands in the Service Portal; IT staff reach it from the workspace too.
Search or pick an action
Search help and the catalog, or choose Report an issue or Request something.
Submit
The report becomes an incident, the order becomes a request; both get a number and an email confirmation.
Follow and talk
My requests shows progress and stage. Add comments; IT's replies appear in the same conversation.
Approve and rate
Approve requests that wait on you, and rate the resolution when your issue is fixed.
Every option
Portal pages
| Option | What it does |
|---|---|
| Home | Greeting, search, Report an issue, Request something, My requests, Approvals, Popular, Browse by category. |
| Catalog | Category chips and items, then the item page with its order form. |
| Report an issue | What is wrong, what it is about, urgency, details. |
| My requests | Requests and issues in one list, newest first, with filter chips. |
| Request page | Status, what you asked for, progress, approvals, description, conversation, resolution note, rating. |
| Approvals | What waits on you and what you decided; approve, or reject with a reason. |
| My devices and apps | Hardware assigned to you and your software seats (read-only). |
| Search and articles | Catalog items and published employee knowledge, with Was this helpful? |
| Branding | Your name, logo and accent color in the header. |
Permissions
Who can do what?
| Role | Can |
|---|---|
| Employee | Use every portal page for their own requests, devices and approvals; they never read IT tables directly. |
| IT agent | Open the portal from the workspace and order on someone's behalf. |
| IT administrator | Brand the portal and decide what the catalog and knowledge show. |
AI assist
How the IT Desk Assistant helps
The Help Center has its own assistant. Employees can type "My laptop will not connect to the VPN", "What is the status of my requests?", "Order a monitor" or "Do I have anything to approve?", and it answers from published knowledge and their own records.
The assistant acts as you, with your role. It fills forms but never saves them, and anything risky waits for you to press Confirm.
About the IT Desk Assistant →Connected
How it connects to the rest of IT Desk
FAQ
Questions about service portal (help center)
Does Autessa IT Desk have a self-service portal?
Yes. The Service Portal, called the Help Center, lets every employee report issues, request things, track and comment on requests, approve, see their devices and apps, and search knowledge.
Can employees see their own devices?
Yes. My devices and apps lists the hardware assigned to them and their software seats.
Does the portal collect satisfaction ratings?
Yes. A resolved incident asks the employee one question, a rating from 1 to 5 with an optional comment.
Can employees see other people's tickets?
No. The portal shows only the signed-in person's own requests, issues, approvals and devices.
100% customizable, code and all
Make Autessa IT Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
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