Service desk & service providers

The service desk is where people ask the company for help: an HR question, a payslip query, a laptop that will not start, a visa question or a broken air conditioner in the accommodation. Each question is a ticket with a number (for example TKT-00002). The ticket goes to the right person, both sides talk on the ticket, and everyone can see where it stands until it is solved.

Service desk

• Owner, Admin

  What they can do on the service desk

  Everything: work every ticket and set up the ticket categories.

• HR Manager

  What they can do on the service desk

  Sees and works every ticket: assigns, replies, adds internal notes, changes the status.

• Auditor

  What they can do on the service desk

  Can open the service desk and read the tickets, but cannot work them.

• Employee, Line Manager

  What they can do on the service desk

  Raise their own tickets, follow them, reply and close them when they are done.

The people who work tickets are called agents. Anyone who can work tickets can be chosen as the Assignee of a ticket.

A new workspace starts with five categories: HR query, Payroll query, IT support, Visa & documents (PRO) and Facilities & accommodation. You can change them, add your own or switch one off.

Settings › Service desk

1. 1Click Add category, or the edit button on a category.
2. 2Give it a name in English and, if you like, in Arabic, and a one-line description. People see the description when they pick a category.
3. 3Choose a Default assignee if one person handles all of these tickets. Leave it on No default (queue) to let the team pick tickets from the queue.
4. 4Enter a Target resolution (hours), for example 24. Each new ticket then gets a due time that many hours after it is raised. Changing the target also moves the due time of the category's open tickets, counted from when each was raised; resolved and closed tickets keep theirs.
5. 5Under Custom fields, click Add field for anything the requester must tell you, for example the device or the room.
6. 6Click Save.

Employees with a login raise tickets in the main Moazaf app, from the Service desk page in the menu. Agents can raise tickets too.

Service desk › New ticket

1. 1Click New ticket and choose the category closest to your question.
2. 2Write a short Subject, for example Air conditioning not working in room 207.
3. 3Set the Priority if it is not Normal: Low, High or Urgent.
4. 4Describe what happened, when, and what you have already tried. Fill in any extra fields the category asks for.
5. 5Add photos or files if they help (PDF, JPG, PNG, WebP or HEIC, up to 15 MB each).
6. 6Click Submit ticket.

The ticket opens straight away. If the category has a default assignee, that person gets an email and a notification (unless they raised the ticket themselves). If not, the ticket waits in the queue and the agents who see every ticket get a notification.

Agents see three lists: Queue (all tickets you may work), Assigned to me and My tickets (tickets you raised yourself). The cards at the top count open tickets in the queue, tickets with no assignee, and yours. Filter by category, priority, assignee or status, and search by ticket number or subject. A ticket past its due time shows Overdue.

Service desk › Queue

1. 1Open the ticket. Under Details, choose the Assignee. The person you choose gets an email and a notification. Nobody is told if you assign the ticket to yourself.
2. 2Write your answer in the reply box and click Send reply. The requester gets an email with your reply. Your first reply is recorded as the First response, and an Open ticket moves to In progress.
3. 3To write something only agents should read, turn on Internal note, write the note and click Add note. Only people who can work the ticket see internal notes. An employee who raised it does not, and adding a note sends no notification.
4. 4Change the Status, Priority or Category under Details whenever needed.

• Open

  What it means

  New or reopened, waiting for an agent.

• In progress

  What it means

  An agent is working on it.

• Waiting on requester

  What it means

  You asked the requester something. When they reply, the ticket goes back to In progress. If the requester can work tickets too, their reply does not change the status: change it under Details.

• Resolved

  What it means

  You think it is fixed. The requester gets an email. If they reply, the ticket opens again (not if the requester can work tickets too).

• Closed

  What it means

  Finished. The requester can still reopen it.

Service desk › My tickets

The ticket page shows the conversation, the status, who is handling it and when it is due. You get an email when an agent replies and when the ticket is resolved.

• To answer the agent or add information, write in the reply box and click Send reply. The person handling it gets a notification.
• When you no longer need help, click Mark as closed.
• If the problem comes back after the ticket was resolved or closed, click Reopen. Replying to a resolved ticket also opens it again, unless you can work tickets yourself.

A service provider is an outside firm that does work on your records: a PRO firm that renews visas and trade licences, a typing centre, or similar. Instead of sending them copies by email, you give their staff time-limited access to only the records they handle. The Owner and Admin roles can add, reduce or end this access. Another role can too if it has the Manage service provider grants permission.

Settings › Service providers

There are two ways to start, and both work only with firms listed in Moazaf as verified providers. Click Add provider and choose the firm, or share Your workspace code (Copy code) with them: they type it to ask for access, and the request appears under Pending requests. Click Review, reduce anything they asked for that they do not need, then Approve or Reject.

1. 1Choose the Access level: Whole modules (every record in the modules you tick, optionally only some companies or departments) or Selected records (only the documents, vehicles or compliance items you pick).
2. 2Tick the Modules: Company documents, Employee documents, Vehicles, Compliance.
3. 3Under What the provider may do, View records is ticked. Add Edit and renew records, Add documents and upload files, Request payments or See identity numbers (passport, Emirates ID) only if they need it.
4. 4Set Access ends on. New access lasts 90 days unless you change it, and never more than 24 months.
5. 5Read the data processing terms, tick I agree to these terms and click Grant access.

The firm's staff then work inside your workspace with a Service provider access bar at the top. They see only the modules and records you shared, and identity numbers only if you allowed it. Payroll, salary and bank data are never shared. What they do is recorded in your audit log.

• Reduce access removes modules, records or permissions, or ends access sooner. Access can only be reduced here, never widened.
• Revoke ends access straight away. You choose what happens to their open orders: cancel the ones not yet submitted to the authority, or keep them open read-only so the firm can hand over.
• Ended, rejected and expired access stays under Past for your records.

When a provider you work with publishes prices, you can order work from them. A Renew with … button can then appear on an expiring document or compliance item, with the provider's service fee and the expected government fees.

Settings › Service providers › Quotes & contracts

1. 1Click Renew with …. In the Request a quote window, add a note if needed and click Request quote. Nothing is charged until you approve.
2. 2If every service on it has a fixed price, the quote is ready straight away. Otherwise wait for the provider to price the work and send it. Open the quote and check the lines and prices.
3. 3Click Approve, read the contract terms, tick I accept the contract terms and I accept the data-processing terms, then click Approve and sign. Or click Decline and give a reason.
4. 4Approving signs a service contract. If the provider does not already have access to the records the work needs, they get access to just those records, which ends 14 days after their last order on it closes (24 months at most). Access they already had keeps its own end date.

Each approved quote becomes orders. Under Orders you follow each one: Approved, Collecting documents, Ready to submit, Submitted to the authority, Completed. When an order shows Waiting, the provider says who it waits on, for example The client (you) or The authority, and why. You can leave notes on an order, and Cancel order while it has not been submitted to the authority yet.

When the work is done, the provider sends an invoice under Invoices. When they record a payment, check it against your bank records and click Confirm payment.

• An employee cannot see the service desk.

  Answer

  They need a Moazaf login linked to their employee record. Invite them from their page in People.

• Who sees internal notes?

  Answer

  Only people who can work that ticket, such as its assignee. An employee who raised the ticket never sees them, and adding a note sends no notification.

• Why is a ticket marked overdue?

  Answer

  The ticket got a due time when it was raised, from its category's target resolution time, and it is still not resolved or closed after that time. A ticket in a category with no target has no due time and never becomes overdue. Changing a category's target, or moving an open ticket to another category, recalculates its due time from when it was raised.

• Who is told about a new ticket?

  Answer

  The category's default assignee, by email and notification (unless they raised it). Without one, the agents who see every ticket get a notification.

• Can a provider see our salaries or payroll?

  Answer

  No. Payroll, salary and bank data are never shared with service providers.

• A provider asked for access with our code. Are they in straight away?

  Answer

  No. Every request waits under Pending requests until an Owner or Admin, or a role with the Approve provider access requests permission, approves it.

• Our provider is not in the list when I click Add provider.

  Answer

  Only firms verified as providers in Moazaf are listed, and sharing your workspace code does not get round this. Contact support@moazaf.com.