After the initial creation of your service catalog and services, you'll likely need to update and remove services periodically. You must be a Support admin to manage the services for the service catalog.

What's my plan?
All Suites Growth, Professional, Enterprise, or Enterprise Plus

Summary: ◀▼

You can manage your service catalog by viewing, editing, organizing, unpublishing, or deleting services. Assign services to categories individually or in bulk, update service details and custom fields, and control service availability by publishing or unpublishing. Deleting services removes associated objects and ticket forms permanently. These tools help keep your service catalog current and organized for better support management.

After the initial creation of your service catalog and services, you'll likely need to update and remove services periodically. You must be a Support admin to manage the services for the service catalog.

This article contains the following topics:
  • Viewing services
  • Editing services
  • Organizing services into categories
  • Unpublishing services
  • Deleting services
Related article:
  • Adding services to your service catalog
  • Creating and managing categories for your service catalog
  • Submitting service catalog requests

Viewing services

You can view a list of your services and a high-level overview of each from the Services page. You can also select a service from the list to view more details about it.

To view a service
  1. In Knowledge admin, click Service catalog () in the sidebar.

    A list of all services in your service catalog appears.

  2. To view details about a specific service, click the service's title.

    The service's title and fields are displayed. Additionally, at the top of the page, you can click the information icon () to view when the service was published and by whom.

Organizing services into categories

Admins can adjust which categories services are assigned to individually or in bulk. See:
  • Categorizing services in bulk
  • Removing services from categories in bulk

Categorizing services in bulk

In addition to categorizing individual services when adding or editing them, you can use the list on the Service catalog page to categorize multiple services at a time.

To add services to categories in bulk
  1. In Knowledge admin, click Service catalog () in the sidebar.
  2. Use the checkboxes in the first column of the services list to select one or more services to assign to a category.
  3. At the bottom of the page, click Add to category.
  4. In the dialog box, under Category select one or more categories you want to add the services to.
  5. (Optional) If any of the selected services are already categorized, select Remove from all other categories.
  6. Click Save.

Removing services from categories in bulk

In addition to removing an individual service's categories, you can use the list on the Service catalog page to remove all categories from multiple services at a time.

To remove services from categories in bulk
  1. In Knowledge admin, click Service catalog () in the sidebar.
  2. Use the checkboxes in the first column of the services list to select one or more services to assign to a category.
  3. At the bottom of the page, click Uncategorize.
  4. Click Confirm.

Editing services

After you've created services for your service catalog, you can make changes to those services as needed. Support admins can edit services to update the title, description, and fields associated with the service.

To edit a service
  1. In Knowledge admin, click Service catalog () in the sidebar.
  2. Click the title of the service you want to edit.
  3. Make the necessary changes.

    If you need to adjust the custom ticket fields for a service, use the open icon () to edit the ticket field itself or the remove icon () to remove the field from the service.

    If you need to adjust the categories for a service, use the settings icon () to add or remove categories.

  4. Click Publish to update the service in the catalog with your changes.
    Note: If you aren't ready for the changes to go live, you can unpublish the service and then save your changes as a draft.

Unpublishing services

If you no longer want to include a service in your service catalog, you can unpublish it. This makes it unavailable to users, but admins can re-publish it in the future if necessary.

To unpublish a service
  1. In Knowledge admin, click Service catalog () in the sidebar..
  2. Next to the service, click the options menu () and select Unpublish.

    The service reverts to a draft.

Deleting services

If you're permanently removing a service and won't need it again in the future, you can delete it. When deleting services, the object and ticket form associated with it are deleted. This means any lookup relationship fields that point to a deleted service shows an empty value. Deleting services can't be undone.

To delete or unpublish services

  1. In Knowledge admin, click Service catalog () in the sidebar.
  2. Next to the service, click the options menu () and select Delete.
  3. In the confirmation dialog, click Delete service.

Powered by Zendesk