Jibu Desk user guide

Submit and manage tickets

Use Requester Portal to submit a request and follow its public updates. Service desk staff can use New Ticket in the ticket queue. Add a subject, describe the issue, choose a priority, and paste screenshots or attach files.

Select a ticket row to open its details. Edit selected ticket changes its fields and collaborators. The editor offers separate stage actions so a field save does not accidentally move the workflow.

My Tickets shows assignments, Mentions shows comments mentioning you, and SLA Breach shows active overdue tickets. Paused tickets keep their remaining SLA time until work resumes.

Public replies are visible to requesters. Internal notes and their attachments stay within the service desk. Use Activity for real history, Assets for linked inventory, and Related for followers, CCs, and the approver override.

Use the copy-link button to share a ticket URL with someone who already has access. Notifications and Messages open ticket updates; you can mark them read or unread.

Review approvals

The Approvals queue lists tickets awaiting a decision. The assigned approver records an approval or rejection with a comment. A ticket stays pending until all required steps have been decided. Request approval through the workflow stage action.

Maintain inventory

Search and filter assets, open their details, and maintain ownership, departments, locations, warranties, and linked tickets. CSV import shows validation errors before applying records. Export preserves identifiers for later reconciliation. Collector ingestion records snapshots and changes when your plan permits it.

Create and publish knowledge

Create an article or draft from a resolved ticket. Edit its title, body, tags, and audience before requesting review. Publish only content approved for its intended audience. Requesters see published public or requester articles.

AI drafting supports OpenAI and DeepSeek when your tenant has an enabled provider, valid credentials, and available plan quota. Generated articles enter review and require a human decision before publication.

Reports and billing

Choose a report period to view ticket, SLA, and approval aggregates. Export downloads the same report data. Billing shows the tenant subscription, usage, invoices, and payment methods. Checkout requires Stripe credentials, signed webhooks, and configured plan prices. Existing subscribers manage changes through the billing portal.

Configure your tenant

Administrators manage users, teams, departments, categories, SLAs, workflow templates, email settings, and tenant preferences. Department approvers and category workflows provide defaults for new tickets. Plan and permission restrictions remain in force.

Email delivery requires a running worker and a valid SMTP route. SMS supports Twilio and Vonage with saved credentials, a running worker, an enabled runtime setting, and available tenant quota. LDAP sign-in supports Active Directory, Entra Domain Services, Okta, JumpCloud, Google Secure LDAP, OpenLDAP, and 389 Directory Server over TLS. Directory users need an active local tenant membership. Integration cards show which services still need configuration.

Organization sign-in supports Microsoft Entra, Google Workspace, and a compatible OpenID Connect provider after an administrator configures its issuer, client credentials, callback address, and account links. Microsoft requires explicit immutable identity mappings; Google requires the configured Workspace domain and a verified email. Organization and LDAP sign-in require an existing active membership and do not provision accounts automatically. Application MFA is not enforced by the recorded MFA flag; your identity provider can enforce its own policies.