🆕Service Desk Widgets
Overview
These Service Desk Widgets provide a bridge between Mango Hub and Mango Ops. By integrating these tools, users can manage tickets, approve requests, and interact with the Ask AI assistant without ever leaving their Home page.
Admin Setup
To enable these widgets, a one-time backend connection must be established by a Network Admin.
Establish the API Connection
Navigate to Admin > Integrations > Built-In Integrations.
Select MangoApps HCM/WFM Suite.
Enter the secure API Key from your Mango Ops instance to link the two platforms.
Enable Single Sign-On (SSO)
To ensure users aren't prompted to log in twice:
Go to Admin > SSO > Applications.
Enable the connection for the Mango Hub instance to Mango Ops.
This process allows "Deep Linking," letting users jump from a widget to a full ticket view with no additional login required.
Widget Functionality
Once configured, admins can add the following widgets to user dashboards:
Service Request Catalog (with Ask AI)
This widget serves as the primary intake point for support.
Start Conversation: Launches the Ask AI assistant for conversational support.
Request List: Displays specific service request types. Clicking a type opens the corresponding Mango Ops form automatically.
My Support Tickets
This widget dynamically adapts its display based on the viewer’s permissions in Mango Ops:
User Role
What They See
Agents
Tickets assigned to them + tickets they created.
Managers/Admins
Pending approvals + assigned tickets + tickets they created.
Members
Only the tickets they have personally submitted.
A Note on Sorting
Approvals are sorted by Priority (Critical → Low), then by oldest submission.
Assigned Tickets prioritize Escalated items first, then Priority.
My Created Tickets are sorted by newest submission first.
Mobile Experience
The Service Desk integration is fully responsive. Mobile users can track tickets and use the AI assistant directly within the MangoApps mobile app. Deep links will automatically handle authentication, providing a "single app" experience for all service desk needs.
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