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Service Catalogue Setup: Choose Your Path

Helpdocs Admin Updated by Helpdocs Admin

The service catalogue is where contacts choose the kind of request they want to make. How you set it up depends on your time, your team and your customers. This page helps you choose a path and go straight to the right article.

Not sure where to start?

Start with Quick Setup. Move to the Advanced Model when you have time to review the catalogue every month.

Choose your path

Path

Who it suits

Effort

Why use it

1. Quick Setup

Teams with limited time who want it working soon

Low. One-time setup, little upkeep.

One short, generic catalogue that suits most accounts.

2. Advanced Model

Teams with a dedicated customer success person and time for a monthly review

Higher. Setup plus a monthly review.

A small catalogue, AI-attached forms and AI sorting of every ticket. The most value from each ticket.

3. Automated Service Groups

Teams that want a unique catalogue per contact or account, and have automation skills

High at the start, then ongoing upkeep.

Removes manual group creation. Not recommended for most teams.

4. Contact Groups

Teams whose users share tickets, such as shifts or departments

Low. Decide who belongs to which group.

Shared ticket ownership. Explains the "for me or for a group" question.

Path 1: Quick Setup

Create one generic service group, assign it at the global level, and organise it into 3 to 5 categories. Keep the total under 25 service types, and under 10 if you can. Spend a little time looking at past tickets first, so you create the service types people really need.

Go to: Quick Setup: Service Groups for Teams With Limited Time

Path 2: Advanced Model

Combine three parts:

  • Proactive: a small catalogue of 5 to 10 high-value service types.
  • Reactive: AI attaches a predefined or disposable form after the ticket is created, only when needed.
  • Automated: AI sets tags, queue, status, category, priority and tier 1 agent, so service types don't have to.

A monthly review keeps all three working.

Go to: Advanced Catalogue Model: Proactive, Reactive and Automated

Related articles:

Path 3: Automated service groups

Some teams want a different catalogue for each contact or account. Tokity has a rich API, so you can use tags and automation to create and assign the service groups for you.

This is possible, but it is expensive and needs research. Every customer's situation is different, so there is no single right design. We recommend Path 1 or Path 2 instead. If your team finds the manual steps too much, this is usually more work, not less.

Go to: Automate Service Group Creation for Each Contact or Account

Path 4: Contact groups

Contact groups are different from the other three paths. They are not a way to set up the catalogue.

A contact group lets a team share tickets. Think of nurses on different shifts. A nurse on the morning shift creates a ticket, and a nurse on the night shift follows it up. The ticket belongs to the team, not to one person.

This is why the portal asks "for me or for a group" when you create a ticket from the landing page. The answer decides who owns the ticket and which service types you see. The same service type can appear in more than one group, so the portal can't guess.

You can assign a service group to a contact group. This is an extra feature for teams that need services of their own, such as HR. Contact groups are not designed to add service types for individuals.

Go to: Contact Groups: Shared Tickets for Teams

Want to know why?

How did we do?

Why a Small Service Catalogue Works Better

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