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A service desk connects other QuivaWorks accounts to one central board. Each client works in a Space of their own, and tickets they raise appear on your central board, tagged with the client. When your team changes a ticket or replies, the client sees it on their side. It is built on linked accounts, the way two QuivaWorks accounts are paired. Each client you connect is one link, and every link keeps its own history.

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How it fits together

What stays in sync, in both directions: A ticket’s status crosses by role, not by name. Each stage has a role, so a client can name their columns differently from yours.

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Connect a client

1

Allow linking on your central Space

Open the Space’s settings and turn on Allow linking with other accounts. The Space then shows a Linked accounts tab.
2

Create a service desk product

In the Linked accounts tab, select + on the product rail. Set Type to Service desk and save. The type cannot be changed later. You only need one product for all your clients.
3

Send an invitation

In the Invitations tab, create an invitation for the service desk product. Choose the status mapping for this client: where each of their stages lands on your board. Send the client the invitation link.
4

The client accepts

The client opens the link, signs in as a root or admin user of their account, and chooses how to connect their own workspace.
5

Tickets start flowing

The client appears in your Client filter, and their tickets land in the column their status maps to.
The client chooses one of two ways to connect. A client account can have only one connection with your account. A client with no QuivaWorks account yet signs up first, then opens the invitation link again.

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Edit the status mapping

In your central Space’s Linked accounts tab, open Accounts, then open the menu on the client’s row and choose Edit status mapping. The new mapping applies to later moves.
You cannot delete a status that a mapping points to, or the only status that carries a required role. Renaming and recolouring columns is always allowed.

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Raise and work a ticket

  1. A client creates a task in their desk Space. Within about ten seconds it appears on your central board in the column its status maps to, in that client’s folder.
  2. Your team moves it, edits it or comments. The client sees the change on their board.
  3. Either side can comment at any time. Both comments appear on both sides, with the author’s name and account shown on the other side.
A comment can only be edited or deleted by the side that wrote it. A task that existed before a Space was linked does not sync. To send one across, patch it with "distribution_share": true.

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Conflicts

Every ticket has one shared version number. If both sides edit the same ticket at the same moment, QuivaWorks does not overwrite either edit. It marks the ticket with a Sync conflict badge, and the task shows who edited it and the incoming change. Comments never conflict. Adding a comment on both sides at once keeps both.

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Find a client’s tickets

On the central board, choose a client from the Client filter. A ticket’s details show Linked account with the client’s name. Each synced ticket’s folder is the id of that client’s link, so you can filter the same way through the API.
Integrations work on a connected Space like any other. A change that arrives from a client appears in the changes feed and to webhooks with origin.kind set to distribution.

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Pause or end a connection

On the central side, these are on the client’s row menu under Linked accounts > Accounts. Changes that could not be delivered are listed under Failed deliveries, and Delivery health shows whether each link is syncing. Clients see each connection under Account settings > Connections > Linked accounts, with its status, the shared Space and a health check. You see the clients you invited there too; Manage opens the Space’s Linked accounts tab.
Deleting a ticket on one side does not delete it on the other. The other side keeps its copy.

Task sync

Versions, the changes feed and the upsert.

Tasks

Fields on a task.