Working with external customers inside Kaiten

The “Service Desk” module helps to put order and organize work with external requests as convenient as possible for all process participants

Working with external customers inside Kaiten

You should agree that in Kaiten it is quite easy to record tasks coming from your manager or teammates. Another thing is that when a task is set by external clients or neighboring departments that do not use Kaiten, such tasks are lost more often than others. In addition, customers, who do not understand the status of their request, begin to ask more and more often about deadlines.

The “Service Desk” module helps to put order and organize work with external requests as convenient as possible for all process participants.

This module allows customers to set tasks and monitor their statuses. The team — to work on incoming requests in the form of familiar cards.

“Service Desk” allows you to receive requests by e-mail or using a special online form, the field in which you choose and configure yourself. Requests are automatically created by cards on your board.

You work with the cards as you are used to. External users can receive information about changes in the status of their request and communicate with you in two ways:

  1. By e-mail
  2. Using a special interface where all requests are displayed.

Module Setup

Now let’s see how to configure this module using an example. Let us assume that you have a legal department, where requests from all other departments / divisions of the company are flocked. Then, the order of configuration of the “Service Desk” is as follows:

Board preparation

Create or select a board to which requests will be sent in advance. We have a single-column whiteboard called “Requests”.

Setting up services

  1. Go to the administrative section “Service Desk”, click “Services”:

2. Click “Add”, a menu will open to create a service for receiving requests:

3. Choose the name of the service (in our case it is “Appeal to the Legal Department”) and the language of appeal:

4. Set the path of the card, i.e. on which board and in which column it will be created (see 1.):

5. Then select scripts where customers will be notified:

6. The last step of the service setup is to select the fields of the request. By default, the fields “First comment” (the same as the text of the request), “Due Date” of execution set by the customer and “Size” are available, but you can also add your own fields. Now “Custom properties” are available both in the cards and in the request forms in the “Service Desk”. For the legal department we will create the “Type of document” field, which includes the following options: contract, reference, invoice and legal advice:

The field can be “included in the form”, that is, it will be visible to the customer and is available when filling out. The field can be made “required” — without information in it, the application will not be sent. You can also “show (field) in request” — it is about the already formed application, which the customer sees through the external interface of the “Service Desk”. For example, you can include the field “Type of document” in the form, so that lawyers could more quickly navigate in the requests, but not reflect it for the customer, because he knows what document he requested.

Users of “Service Desk”

To determine who can use our service, we set up “Email patterns” below.

Click “Add”:

If you specify the domain in the templates, any user who has a box like * can write to you. As a rule, you should specify the domain of your company here. You can also enter specific addresses in the templates. In our case, specify

The table with requests in the “Service Desk” will look like this:

Work with requests

As mentioned earlier, it is possible to communicate with external users on request both via e-mail and via the service desk interface

How to work with the request via mail?

When you create a service for receiving requests, on the facade appears an automatically generated e-mail address (in the picture circled in red). However, as a rule, companies start the address of the form and set up the forwarding of letters from there.

How to set up forwarding of emails from popular services:

  1. Google —
  2. Microsoft Outlook —

After you have set up forwarding, share the address with your customers so that they can send you letters of request.

After sending, the subject of the letter is transformed into the name of the card, and the text of the letter is transferred to the comments of the card. Then you can continue working on this application. You can also reply to the user in the comments in the card, then he will receive an email with the text of your comment.

How to work with an application through the interface of the Service Desk?

In order for external users to leave requests and see their status inside the “Service Desk”, it is necessary to provide access via link. On the left is your domain part and on the right is

For example:

When a user clicks on this link, they are asked to enter their e-mail address:

After you log in to your account, you can see the panel where your previously created requests are located and where the current statuses of them are reflected. Our request is now in operation. As soon as the status of a request changes, the user receives a notification about it by e-mail:

If we “fail” inside the request, we will see all the correspondence that is carried out on this request:

In the upper right corner there is a button to create a new request. After clicking on it the user sees the window of filling the request:


After sending the request, the customer receives an email. If you reply to the request in a comment, the customer will receive an email with your reply.

If a user accesses his account, he can configure the notification settings in his profile settings:

Operations with card

When the request is sent to the service desk, it is created as a card. Now we will tell you how to organize work with it.

At the top of the card there is the name of the request. Below is the information block. We can add specific participants — executors of the request, card type. Fields of date and type of document were filled in and added by the customer during creation of the application. We can also add additional visual signals. In general, work with the application is no different from work with an ordinary card.

On the right there is a block with comments. If you want to leave a comment on the request but do not send it to the user, just tick the box below the comment text:

If you do not click the checkbox, your comment will be sent to the customer and he will receive a notification about your reply by email.

As soon as the customer adds a new comment, a visual signal about it appears on the facade of the card:

To remove this signal, click “Mark as read” in the blue block inside the card.

We have seen how the “Service Desk” module in Kaiten is configured and working.

Write to us on Facebook about how you use it, what points you need to tell us more. We will also be glad to help you set up a free consultation. You can sign up here.