Overview
Service Desk lets your team receive support requests from customers, reply to them, and track every conversation as ordinary DevStride work — all in one place. A customer emails your support address; that email becomes a ticket in DevStride; your team triages it, replies, and closes it out, with the whole back-and-forth captured on the item.
You'll find it as the Service Desk module (the headset icon) in the left sidebar once it's been turned on.
Why it exists
Support work and product work usually live in two different tools — a help desk for customer email and a work tracker for everything the team actually builds. That split means copying tickets back and forth, losing context, and answering customers from a system that has no idea what your team is working on.
Service Desk closes that gap. Because a support ticket is a DevStride work item, a customer request can sit right next to the engineering work it depends on, roll up into the same boards and reports, and be assigned, prioritized, and scheduled like anything else. Your support conversation and your delivery work finally share one home.
The big ideas
A few concepts make everything else easy to understand. Learn these five and the rest of the module is intuitive.
| Concept | What it means |
|---|---|
| A ticket is a work item | Tickets aren't a separate kind of record. A ticket is a normal DevStride item that happens to have a requester — the customer who asked for it. Everything you already know about items (boards, owners, priorities, custom fields, due dates) applies. |
| Requester | The customer who raised the request. Requesters are not members of your organization and never take up a paid seat — they're an outside identity DevStride tracks so you know who to reply to. |
| Company | An optional grouping of requesters who belong to the same customer organization (matched by email domain). Companies let you set per-customer defaults and see all of a customer's requests together. |
| Channel | How a request comes in. In this release the channel is email: customers write to an address you set up, and their mail becomes tickets. |
| Public vs. internal conversation | Every ticket carries two streams of conversation. A Reply to customer is emailed to the requester; an Internal note is visible only to your team. The line between them is enforced everywhere, so private discussion never leaks to a customer. |
What you can do in this release
This is Version 1 of Service Desk, focused on two-way email support:
- Receive customer emails as tickets, automatically filed where you want them.
- Reply to customers directly from the ticket — your reply is emailed back and threaded into the same conversation.
- Keep internal notes alongside the customer conversation, safely separated.
- Manage requesters and companies, including merging duplicates and erasing a requester on request.
- Triage from an Inbox, review anything held back in a Suspended queue, and filter and report on support work like any other item.
- Collect requests through forms in addition to email.
In this section
- Enabling Service Desk — turn the module on (and what happens when you do).
- Email Channels & Setup — create a support address and forward your inbox to it.
- Requesters & Companies — manage customer identities and per-company defaults.
- Working a Ticket — triage, reply publicly, and keep internal notes.
- Request Forms — collect structured requests through a form.
- The Suspended Queue — review mail held back for safety.
- Finding & Filtering Tickets — query support work across the app.
- Permissions — control who can do what with roles.