Service Catalog
The Service Catalog gives employees a browsable menu of things they can request — instead of a blank form, they pick a card and QueueDesk pre-fills the ticket for them.
1. Creating a Catalog Item (Settings → Service catalog)
Each item has:
| Field | Notes |
|---|---|
| Icon | Pick from 20 built-in icons |
| Item title | Required — e.g. "New laptop request" |
| Short description | Optional one-liner shown on the card |
| Category | Free text — e.g. IT, HR, Facilities |
| Checklist template | Optional markdown checklist that pre-fills the ticket description |
| Published / Draft | Only published items appear on the employee portal |
Use the checklist template for anything that needs standard information every time — e.g. a laptop request that always needs "Preferred OS", "Cost center", "Manager approval". It saves the employee from typing it and saves your agents from having to ask.
2. Managing Items
- •Toggle Published/Draft directly from the list with the eye icon — no need to open the full editor just to hide something temporarily.
- •Edit or delete items inline.
- •Employees see published items as cards on the portal home page; selecting one opens a pre-filled request form which submits as a Service Request.
Next, read Knowledge Base to give employees self-serve answers before they even open a ticket.