> For the complete documentation index, see [llms.txt](https://guides.mangoapps.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://guides.mangoapps.com/integrations-guide/mangoapps-workforce/service-desk-widgets.md).

# 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**

1. Navigate to **Admin > Integrations > Built-In Integrations**.
2. Select MangoApps HCM/WFM Suite.

<figure><img src="/files/pjpBwtoavUNytzkEsrlK" alt="" width="563"><figcaption></figcaption></figure>

3. Enter the secure API Key from your Mango Ops instance to link the two platforms.

<figure><img src="/files/USq1JWFlKWPC4q2tBoLb" alt="" width="563"><figcaption></figcaption></figure>

**Enable Single Sign-On (SSO)**

To ensure users aren't prompted to log in twice:

1. Go to **Admin > SSO > Applications**.
2. Enable the connection for the Mango Hub instance to Mango Ops.

<figure><img src="/files/bHGeLg3j7DjpiRvRGyCu" alt="" width="563"><figcaption></figcaption></figure>

{% hint style="success" %}
This process allows "Deep Linking," letting users jump from a widget to a full ticket view with no additional login required.
{% endhint %}

***

### 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.

<figure><img src="/files/Z5AWlxDaLZkCjIAzl4z5" alt="" width="389"><figcaption></figcaption></figure>

***

#### **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.             |

<figure><img src="/files/sv9zETWZaX7hag7AzO4E" alt="" width="563"><figcaption><p>Member View</p></figcaption></figure>

<figure><img src="/files/PfpTVwhfSRrWUnAisTdr" alt="" width="563"><figcaption><p>Agent View</p></figcaption></figure>

{% hint style="info" %}
**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.
  {% endhint %}

***

### 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.