If you are interested in using the CDESK system, you need to request access via the contact form. After submitting it, a test environment and login credentials will be created for you. Initially, you receive the main administrator role, which allows you full management of the system without restrictions.
After registering and gaining access, you can use CDESK immediately from the start, not only in the web environment but also through the desktop and mobile application. Thanks to this, you have access to the system anywhere and anytime – whether from a computer or directly from a mobile device.
By going through the article and options below, you can ensure the reliable provision of services to customers or within the company.
Basic modules available after the first login
After the first login, a ready-made environment becomes available that you can work with immediately without the need for initial configuration. The modules suitable for basic operation are available in particular:
- Requests – recording and resolving requests (helpdesk, service tickets)
- the option to create new requests (+ Add, + Add from catalogue)
- overview in lists, filtering, priority display
- Catalogue of requests – ready-made forms (tiles) for easy request submission
- Configuration database (CMDB) – recording of devices and services
- Fulfilments – recording of work performed
- Users and groups – management of users and their permissions
The initial preset environment contains two advanced modules – Requests and Fulfilments – which corresponds to the Economy licence. The Configuration database (CMDB) module is charged separately and, upon transition to live operation, will be billed to you only once some items are stored in it.
After logging in you see:
- the main menu with the available modules
- the dashboard with an overview
- lists of records (e.g. requests)
- the option to create new records immediately
The use of the individual parts of the system is described in detail in separate chapters according to platform (web browser, desktop application, mobile application). For basic orientation, a separate part of the documentation dedicated to the introduction to the web interface is also available.
Recommended first steps
For effective use of the system, we recommend creating user accounts for colleagues after the first login and setting them the appropriate roles and permissions. The procedure is described in the sections Creating the first records and Creating a user.
At the same time, we recommend adapting the environment to your organisation, for example:
- upload the company logo,
- set the colour scheme,
- set up e-mail signatures,
- adjust the basic system settings.
These settings ensure unified communication and a visual identity when working with the system.
The environment also includes pre-configured e-mail communication. The system has a default e-mail address and a method of sending messages set up. If needed, the settings can be extended with additional e-mail accounts or the sending method can be adjusted according to your own requirements, with the detailed procedure provided in the technical documentation.
Importing data from another system
The user currently has the option to independently import selected types of data, specifically:
- Companies,
- Contacts,
- Items into the CMDB.
We are actively working on extending this functionality to also include the import of requests and fulfilments directly by the user.
If you are switching from another system and need to import additional data, for example requests or historical records, this type of import is currently handled by the support department and is a paid service.
Overview of what you have gained by configuring CDESK according to the article above
After configuring CDESK according to the article above, you have at your disposal modules that cover the recording and resolution of requests. Below we provide a brief overview of their main benefits.
- Requests (helpdesk, service tickets) – all requests are recorded in one place, so nothing is lost and each has a clear resolution status (from submission to closure). New requests can be added via + Add, + Add from catalogue, which speeds up submission and reduces the error rate. The overview in lists, together with filtering and priority display, makes it possible to quickly find relevant tickets and address the most important ones first – the user thus has a constant overview of the workload and deadlines.
- Catalogue of requests (ready-made tiles) – the user does not need to know how to formulate a request exactly – it is enough to click the relevant tile and fill in the ready-made form. This significantly simplifies and speeds up submission, the data arrives in a standardised and complete form (fewer follow-up questions for clarification), and the whole process is consistent across the company.
- Fulfilments (recording of work performed) – every action and amount of time worked is recorded, so it is transparent what was done on the request. The records serve as a basis for reporting work, billing and reporting, and at the same time provide an overview of the productivity and workload of assignees.
- Configuration database (CMDB) – provides a comprehensive overview of the devices and services in the organisation. Since requests can be linked to a specific device or service, the assignee has the necessary context at hand – the type of device, its history and related tickets – without the need for additional searching. This shortens the resolution time and makes it easier to plan the maintenance and renewal of equipment.