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Documentation

Getting Started

  • Quickstart Guide
  • Workspace Setup
  • Inviting your Team

Ticketing & ITIL

  • Incidents vs Service Requests
  • Categories, Custom Fields & Ticket Numbering
  • SLA Rules & Priorities
  • Ticket Stages, On Hold & SLA Pause
  • Assignment Rules & Groups
  • Ticket List View & Canned Replies
  • Closure Rules, Approvals & CSAT Surveys
  • Merging Duplicates & Linking Major Incidents

Service Catalog & Knowledge Base

  • Service Catalog
  • Knowledge Base

QueAssist (AI Copilot)

  • AI Triage & Categorization
  • Agentic Auto-Resolution
  • QueAssist Settings & Usage Quota
  • AI Agent Access — Connect Claude, Cursor & ChatGPT
  • No-Code Playbooks
  • Identity Scoping & Safety

Channels & Email

  • Email Forwarding Setup
  • Portal Mode — Forms vs AI Chat

People & Identity

  • External Users
  • Single Sign-On & SCIM Directory Sync

Integrations

  • Connecting Integrations & Custom MCP Servers

Billing & Plans

  • Billing & Plans
DocsGetting StartedQuickstart Guide

Quickstart Guide

Welcome to QueueDesk, the AI-first internal service desk designed specifically for small-to-medium IT and ops teams (managing 20–300 employees).

This guide will help you set up your QueueDesk workspace and go live in under an hour.

1. Create your Workspace

To start, you need to sign up for a workspace at queuedesk.com/auth/sign-up.

  • •You will choose a custom workspace URL, such as yourcompany.queuedesk.com or yourcompany.staging.queuedesk.com.
  • •As the creator of the workspace, you are assigned the Owner role, giving you full control over settings, team invites, and billing.

2. Configure your Helpdesk Channels

QueueDesk captures requests through two main channels:

1. Employee Web Portal: A beautiful self-service interface reachable at yourcompany.queuedesk.com/portal. Employees can submit requests, track ticket status, and read Knowledge Base articles.

2. Email Forwarding: You can route your existing IT support email (e.g. support@yourcompany.com) directly into QueueDesk.

Setting up email forwarding is documented in the Email Forwarding Setup section.

3. Enable QueAssist AI

QueueDesk comes with QueAssist, our built-in AI engine. QueAssist works on every ticket from day one:

  • •AI Triage: Automatically categorizes tickets, assigns priority (P1 to P4), and drafts suggested next steps.
  • •Auto-Resolution: If enabled, QueAssist can email employees step-by-step guides from your Knowledge Base and ask them to confirm if it resolved the issue.

If you connect Google Workspace or Microsoft Entra, read Identity Scoping & Safety before enabling write tools — it explains who QueAssist can act on in portal chat vs on tickets.

Next, read Workspace Setup to customize your colors, branding, and service catalog.