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Documentation

Getting Started

  • Quickstart Guide
  • Workspace Setup
  • Inviting your Team
  • Export and Import

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
  • Attachments & Screenshots
  • Agent Ticket Visibility

Service Catalog & Knowledge Base

  • Service Catalog
  • Knowledge Base
  • Writing Articles from Tickets

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
  • How QueAssist Answers Each Department
  • Skills

Channels & Email

  • Email Forwarding Setup
  • Portal Mode — Forms vs AI Chat
  • Department Mailboxes
  • Departments on the Employee Portal

People & Identity

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

Integrations

  • Connecting Integrations & Custom MCP Servers

Billing & Plans

  • Billing & Plans
DocsQueAssist (AI Copilot)Skills

Skills

A skill is a short set of instructions that tells QueAssist how your team handles a kind of request: what to ask for, what to check, what tone to use. Agents apply one from the reply box and get a draft that follows it. The draft is never sent until the agent sends it.

Skills use the open SKILL.md format that Claude, ChatGPT and other AI assistants also understand, so the same skill works in QueueDesk and in your team's own AI tools.

1. Where to find them (Settings → Skills)

Go to Settings → Skills (/admin/settings/skills). There are three tabs:

  • •My skills — every skill in your workspace, with its status and owner.
  • •Catalog — ready-made skills from QueueDesk (password resets, onboarding, offboarding, VPN, laptop requests, payslip queries, incident updates, access requests).
  • •Import — bring in a skill from a GitHub link, a .zip, or pasted SKILL.md text.

2. Writing a skill

Click New skill and fill in:

  • •Name — lowercase with hyphens, e.g. vpn-troubleshooting.
  • •Owned by — Everyone, or one department. A department's skill is only offered on tickets that department owns.
  • •When to use it — one line. QueueDesk uses it to suggest the skill on matching tickets.
  • •Instructions — markdown. Write it the way you'd brief a new team member.
Say what to ask for and what never to promise. "Never state a payment date that isn't in the knowledge base" is more useful than "be careful".

3. Status: Draft, Active, Off

Only Active skills appear for agents. Everything you install or import starts as Draft, so read it before switching it on.

4. Importing a skill

  • •GitHub link — a link to a SKILL.md file or the folder that holds it, e.g. https://github.com/anthropics/skills/tree/main/skills/internal-comms. Only GitHub links are accepted.
  • •Upload .zip — a skill folder zipped up, including up to five markdown or text reference files.
  • •Paste SKILL.md — paste the file's contents.

Click Preview to see what will be saved, then Import as draft. If the name is already used, enter a new one under Rename.

QueueDesk never runs code from a skill. Scripts and other non-text files in a package are skipped, and the preview tells you when that happens.

5. Using a skill on a ticket

In the reply box, open Skills and pick one. Suggested skills are marked and listed first. The draft appears in the reply box for you to edit.

  • •With Note on, the skill writes an internal note instead of a reply.
  • •Each run uses 1 AI credit, the same as Draft with QueAssist.
  • •The ticket timeline records which skill was used.

6. What skills can't do

  • •A skill can't take actions. It can't reset a password, change a group or call an integration. It shapes the draft; your agent does the work.
  • •Skills don't change QueAssist's automatic answers to employees. Those still follow your department answer modes and knowledge base.

7. Skills in your AI assistant

If AI Agent Access is on, agents who connect ChatGPT, Claude or another MCP client can list your active skills and load one, so their assistant follows the same playbook as QueueDesk.

Next: Knowledge Base grounding · AI Agent Access · Playbooks