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Perla Service Desk
Welcome to our new Service Desk, powered by Salesforce. Designed to deliver a more efficient, user-friendly experience, this platform ensures that employees receive timely and effective support. Whether you need help with technical issues, account access, or general inquiries, our Service Desk provides a streamlined way to get the assistance you need—quickly and reliably
How to create case or request
Full Agent Training
How to add collaborators and observers
How to send an internal or private comment
Full Central Office Training
How to change your Out of Office Status
How to recategorize a case
How to create a canned response
How to request an Internal Approval
Click on the icon below to get access to Parameters & Credentials (Sign in required to get access to this secure information)
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Who can use the Perla Service Desk? All Harmony Staff only
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How do you access the Help Desk? All users need to log in first through My Harmony Portal. Find the Perla purple folder and click on the employee portal for submitting a request, or click on the Perla CRM if you are an agent.
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How to submit a request? Check this short video
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What Categories are supported by the Help Desk? Click here to take a look of the catalog
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How long does it take for a case to expire? three (3) business days. What if I need more time? Check this video to learn how to pause a ticket.
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How to resolve and close a ticket? Check this video to learn about it.
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How to report absences at the Help Desk? Click here to watch the video and learn how.
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Do you have any other questions or feedback for the Help Desk System? Submit a ticket here by choosing the "Help Desk Feedback" Category
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