---
title: "Service Desk - overview"
method: GET
path: "/ServiceDesk/Overview"
tags: ["Servicedesk"]
---

# Service Desk - overview

`GET /ServiceDesk/Overview`

**Requires permission:** *IT*

The caller's helpdesk landing payload: headline counts, tickets starting soon, tickets needing attention, stale tickets, recent mentions and pinned filter counts. Requires the IT permission.

## Query parameters

- `soonHours` integer, nullable
- `staleDays` integer, nullable

## Response `200`

Success

- GetServiceDeskOverviewResponse
  - `isAgent` boolean
  - `agentId` string, nullable
  - `agentName` string, nullable
  - `totals` GetServiceDeskOverviewCounts
    - `open` integer
    - `pending` integer
    - `scheduled` integer
    - `overdue` integer
    - `dueToday` integer
    - `startingSoon` integer
    - `stale` integer
    - `unreadMentions` integer
  - `startingSoon` ServiceDeskTicket[]
    - `id` integer, nullable
    - `subject` string, nullable
    - `statusId` integer, nullable
    - `status` string, nullable
    - `priorityId` integer, nullable
    - `priority` string, nullable
    - `category` string, nullable
    - `subCategory` string, nullable
    - `type` string, nullable
    - `requesterId` integer, nullable
    - `requesterName` string, nullable
    - `requesterEmail` string, nullable
    - `agentId` integer, nullable
    - `agentName` string, nullable
    - `groupId` integer, nullable
    - `createdUtc` string, date-time, nullable
    - `updatedUtc` string, date-time, nullable
    - `dueByUtc` string, date-time, nullable
    - `plannedStartUtc` string, date-time, nullable
    - `plannedEndUtc` string, date-time, nullable
    - `overdue` boolean
    - `startingSoon` boolean
    - `minutesUntilStart` integer, nullable
    - `stale` boolean
    - `daysSinceUpdate` integer, nullable
    - `tags` string[]
    - `workspaceId` integer, nullable
    - `url` string, nullable
    - `lifecycle` ServiceDeskLifecycleLink
      - `requestId` integer
      - `requestType` string, nullable
      - `requestStatus` string, nullable
      - `personName` string, nullable
      - `personEmail` string, nullable
      - `jobTitle` string, nullable
      - `department` string, nullable
      - `lineManagerEmail` string, nullable
      - `keyDate` string, date-time, nullable
      - `keyDateLabel` string, nullable
      - `submitterEmail` string, nullable
      - `submittedUtc` string, date-time, nullable
      - `siblingTotal` integer
      - `siblingDone` integer
      - `siblings` ServiceDeskLifecycleSibling[]
        - `kind` string, nullable
        - `status` string, nullable
        - `ticketId` integer, nullable
        - `done` boolean
        - `resolvedUtc` string, date-time, nullable
        - `error` string, nullable
  - `needsAttention` ServiceDeskTicket[]
    - `id` integer, nullable
    - `subject` string, nullable
    - `statusId` integer, nullable
    - `status` string, nullable
    - `priorityId` integer, nullable
    - `priority` string, nullable
    - `category` string, nullable
    - `subCategory` string, nullable
    - `type` string, nullable
    - `requesterId` integer, nullable
    - `requesterName` string, nullable
    - `requesterEmail` string, nullable
    - `agentId` integer, nullable
    - `agentName` string, nullable
    - `groupId` integer, nullable
    - `createdUtc` string, date-time, nullable
    - `updatedUtc` string, date-time, nullable
    - `dueByUtc` string, date-time, nullable
    - `plannedStartUtc` string, date-time, nullable
    - `plannedEndUtc` string, date-time, nullable
    - `overdue` boolean
    - `startingSoon` boolean
    - `minutesUntilStart` integer, nullable
    - `stale` boolean
    - `daysSinceUpdate` integer, nullable
    - `tags` string[]
    - `workspaceId` integer, nullable
    - `url` string, nullable
    - `lifecycle` ServiceDeskLifecycleLink
      - `requestId` integer
      - `requestType` string, nullable
      - `requestStatus` string, nullable
      - `personName` string, nullable
      - `personEmail` string, nullable
      - `jobTitle` string, nullable
      - `department` string, nullable
      - `lineManagerEmail` string, nullable
      - `keyDate` string, date-time, nullable
      - `keyDateLabel` string, nullable
      - `submitterEmail` string, nullable
      - `submittedUtc` string, date-time, nullable
      - `siblingTotal` integer
      - `siblingDone` integer
      - `siblings` ServiceDeskLifecycleSibling[]
        - `kind` string, nullable
        - `status` string, nullable
        - `ticketId` integer, nullable
        - `done` boolean
        - `resolvedUtc` string, date-time, nullable
        - `error` string, nullable
  - `stale` ServiceDeskTicket[]
    - `id` integer, nullable
    - `subject` string, nullable
    - `statusId` integer, nullable
    - `status` string, nullable
    - `priorityId` integer, nullable
    - `priority` string, nullable
    - `category` string, nullable
    - `subCategory` string, nullable
    - `type` string, nullable
    - `requesterId` integer, nullable
    - `requesterName` string, nullable
    - `requesterEmail` string, nullable
    - `agentId` integer, nullable
    - `agentName` string, nullable
    - `groupId` integer, nullable
    - `createdUtc` string, date-time, nullable
    - `updatedUtc` string, date-time, nullable
    - `dueByUtc` string, date-time, nullable
    - `plannedStartUtc` string, date-time, nullable
    - `plannedEndUtc` string, date-time, nullable
    - `overdue` boolean
    - `startingSoon` boolean
    - `minutesUntilStart` integer, nullable
    - `stale` boolean
    - `daysSinceUpdate` integer, nullable
    - `tags` string[]
    - `workspaceId` integer, nullable
    - `url` string, nullable
    - `lifecycle` ServiceDeskLifecycleLink
      - `requestId` integer
      - `requestType` string, nullable
      - `requestStatus` string, nullable
      - `personName` string, nullable
      - `personEmail` string, nullable
      - `jobTitle` string, nullable
      - `department` string, nullable
      - `lineManagerEmail` string, nullable
      - `keyDate` string, date-time, nullable
      - `keyDateLabel` string, nullable
      - `submitterEmail` string, nullable
      - `submittedUtc` string, date-time, nullable
      - `siblingTotal` integer
      - `siblingDone` integer
      - `siblings` ServiceDeskLifecycleSibling[]
        - `kind` string, nullable
        - `status` string, nullable
        - `ticketId` integer, nullable
        - `done` boolean
        - `resolvedUtc` string, date-time, nullable
        - `error` string, nullable
  - `recentMentions` ServiceDeskMention[]
    - `id` integer
    - `ticketId` integer
    - `ticketSubject` string, nullable
    - `matchKind` string, nullable
    - `authorName` string, nullable
    - `snippet` string, nullable
    - `noteCreatedUtc` string, date-time
    - `read` boolean
    - `url` string, nullable
  - `pinnedFilters` ServiceDeskFilter[]
    - `id` integer
    - `name` string, nullable
    - `description` string, nullable
    - `criteria` TicketFilterCompilerCriterion[]
      - `field` string, nullable
      - `operator` string, nullable
      - `values` string[]
    - `summary` string, nullable
    - `shared` boolean
    - `pinned` boolean
    - `displayOrder` integer
    - `ownerEmail` string, nullable
    - `canEdit` boolean
    - `count` integer, nullable
    - `countCapped` boolean
  - `warning` string, nullable
  - `meta` Meta
    - `page` integer
    - `pageSize` integer
    - `total` integer

## Other responses

- `401` — Unauthorized
- `403` — Missing IT permission

---

[API](https://skmtc.net/tonbridge/apis/tonbridge-app-api.md) · [All operations](https://skmtc.net/tonbridge/apis/tonbridge-app-api/llms.txt) · [OpenAPI document](https://skmtc-service-staging.skmtc.workers.dev/v1/apis/tonbridge/tonbridge-app-api/revisions/4d9bcf62aa69/schema)