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Agent workspace tour

For the helpdesk team

The agent workspace

Section titled “The agent workspace”

The agent shell is where you’ll spend most of your day. It’s organised into three layers from left to right: products, modules, and content.

The product rail (far left)

Section titled “The product rail (far left)”

The narrow column of icons on the very left of the screen is the product rail. Each icon is a separate area of Keystone — Helpdesk, Estates, Assets, SCR, etc. Click one and you switch products entirely; the page reloads. The Helpdesk icon is your default.

The module nav (second column)

Section titled “The module nav (second column)”

Within Helpdesk, the second column lists everything you can do: Tickets, Changes, Problems, Projects, Knowledge base, etc. These are quick in-product navigation — clicking them is a fast SPA transition, no full reload.

The omnibar — your fastest tool

Section titled “The omnibar — your fastest tool”

Press Cmd+K (or Ctrl+K on Windows) anywhere to open the command palette. From there you can:

  • Jump to any ticket by number — type 2104
  • Search by subject, requester, or asset tag
  • Run actions — type “assign”, “resolve”, “merge”
  • Switch product without using the rail

Most experienced agents drive the whole shell from this one keyboard shortcut.

Your queue

Section titled “Your queue”

The default Tickets view shows tickets that are scoped to your department. If you’re in IT, you won’t see Estates tickets cluttering your queue. Use the filter bar at the top to narrow further:

  • Assignee — Mine, Unassigned, Anyone
  • Status — Open, Pending, Waiting, Resolved
  • Priority — pulls from the priority matrix
  • SLA — Breaching today, Already breached

The view persists; reload the page and your filters come back.

The ticket worktop

Section titled “The ticket worktop”

Open any ticket and you land in the worktop view. Three columns:

  1. Conversation (centre) — the back-and-forth, including system events
  2. Properties (right) — assignment, priority, SLA timers, custom fields, watchers
  3. Activity & related (collapsible) — audit log, related tickets, knowledge base suggestions

The reply box at the bottom has three modes: Reply (goes to the requester), Internal note (private to agents), and Forward (sends elsewhere). Triple-check before hitting send if you’re switching modes.