Help Center

How to use ServiceDesk Simulator, and what to do when something goes wrong.

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Getting started

Make an account and work your first ticket.

• Create your account Sign up with an email address and password, or with Google, and pick the username that shows on the leaderboard.
• Verify your email address Click the link we email you, or resend it. The screen checks for you every few seconds, so it moves on by itself once you have clicked.
• Log in and stay logged in Sign in with your email and password or with Google, keep the session across browser restarts, and reset a forgotten password.
• Solve your first ticket Open a ticket from the queue, assign it to yourself, fix the problem with the tools, then close it.
• Find your way around the simulator What is in the top bar, what is in the Tools menu, and what is behind the profile menu.

Working tickets

The core loop: claim, fix, close.

• Assign a ticket to yourself Claim a ticket into your queue before you work it, and hand it back if you change your mind.
• Close a ticket Closing a resolved ticket pays out its points. Closing an unresolved one costs points, and the dialog tells you how many first.
• Escalate a ticket to the Security Team Hand a ticket to the Security Team. Escalating something routine loses points, so it is a judgement call.
• Get a hint when you are stuck Reveal the solution one step at a time. Hints do not affect your score, and you can turn the button off if you would rather work without it.
• Report a ticket that seems broken If a ticket genuinely cannot be resolved, report it. Submitting the report also abandons the ticket, so check your solution first.
• Review your past tickets Every ticket you close is kept with the model answer, so you can compare what you did against what the ticket wanted.
• Choose which tickets land in your queue Set a difficulty, or leave it on Auto and let the queue widen as you improve. Pro, teacher and classroom accounts can also narrow the queue to chosen ticket categories.

The tools

The consoles you fix tickets with.

• Open a tool beside your ticket Turn on split screen so tools open next to the ticket instead of covering it, and swap between tools without losing your place.
• Look up and fix accounts in Directory Reset passwords, unlock and disable accounts, manage groups, licences and MFA, and verify who you are talking to first.
• Connect to a workstation with Remote Desktop Pick a machine, sign in with your domain account, work on the desktop, then disconnect.
• Search the Documentation knowledge base The in-world knowledge base holds the policies and procedures the tickets are written against, including the credentials you need.
• Check and reboot equipment in the Server Room See what is down, check whether the outage is yours or the ISP's, reboot the faulty device, and send a company-wide alert.
• Track hardware in Asset Management See who has which device, check kit out to a new hire, register a PC you have built, and change an asset's status.
• Build a PC in Computer Deployment Set a machine up using one of two available deployment methods, with hints on or off, and pause and resume the build.
• See what is on the PC Shelf The machines you have finished building wait here until you ship one out.
• Ship hardware with Ship Manager Post a cable, a charger or a whole computer to a user, with a return label when the old one has to come back.
• Investigate email problems in Mail Admin Trace where a message went, check a mailbox for quota and archive problems, and read the inbox rules that redirect mail.
• Release quarantined mail in Mail Security Check whether the filter stopped a message before it reached the mailbox, and unblock a sender that should not have been blocked.

Calls, voicemail and chat

Talking to the people who raised the ticket.

• Take a voice call Start a call with a simulated employee, or answer one that comes in. Free accounts get one call a day.
• Check your voicemail Calls you miss or decline become voicemails. Listen, then call back or raise a ticket.
• Message people in Company Chat Talk to the person who raised the ticket, pin the conversations you keep coming back to, and watch the company group chat.
• Practise with a mock interview A live practice interview with an AI interviewer, scored afterwards with a written breakdown.

Progress and certificates

Points, badges, and the credentials you can share.

• How points, tiers and badges work Resolving tickets earns points, points move you up eleven tiers, and badges mark specific milestones.
• Earn a certificate Seven certificates, each earned at a number of lifetime tickets resolved. Earning them is free.
• Share a certificate or add it to LinkedIn Every certificate has a public verification page. Opening, downloading and copying the link are free; posting to social requires Pro.
• Track your performance in Analytics Score, accuracy, tickets resolved, call volume, and breakdowns by category and priority. Free on every plan.
• Leaderboard and friends Compare scores globally or within your class, and add other players as friends.

Plans, limits and billing

What is free, what Pro costs, and how to manage it.

• What is free and what Pro adds Free never expires and needs no card. Pro removes the daily limits and adds voicemails, calls inside team chat, and mock interviews.
• Daily limits and when they reset Free accounts get 5 ticket completions and 1 voice call a day, resetting at midnight your local time. Tickets you claimed today and left open count too.
• Upgrade to Pro Pick monthly or annual, pay through Stripe, and Pro unlocks within seconds of the payment going through.
• Get the student discount Verify a school email address, get a code by email, and enter it at checkout for 30% off Pro.
• Manage or cancel your subscription Update your card, see your invoices, or cancel. Cancelling stops future charges and you keep Pro until the end of the period you paid for.
• Ask for a refund Technical or billing problems reported within 7 days of payment. Email support from your account address and say what went wrong.

Your account

Profile, sign-in details, preferences, and deletion.

• Change your display name, avatar and certificate name Your username and avatar are freely editable. The name printed on certificates is different, and you get one change.
• Change your email address Enter the new address and your current password. We send a verification link to the new address.
• Change your password Confirm your current password and set a new one. The new password has to meet the same rules as at signup.
• Language, theme, display size, sound and hints Everything under Settings, Preferences, and what each control actually changes.
• Delete your account Permanent and irreversible. You confirm by typing your display name, and everything tied to the account goes.

Classrooms

For students working in a teacher’s class.

• Join your teacher's class Enter the join code your teacher gave you. Enrolled students get unlimited access at no cost.
• Work and submit assignments Your teacher sets ticket and call targets. Meet them, then submit before the due date.
• Leave or switch class Leaving gives up the unlimited access that came with the class. Your progress stays.

For teachers

Running ServiceDesk Simulator with a class.

• Try it with your class for 7 days Request a quote on the teachers page. A couple of days later you get an email offering a 7-day classroom trial; one click sets it up.
• Set up your first classroom Create a classroom, get its join code, and find your way around the teacher dashboard.
• Invite students to your classroom Share the join code, post to Google Classroom, or import a class list and let us send the invitations.
• Create and manage assignments Set ticket and call targets, hand-pick tickets, or assign Learn modules, then track, close and archive them.
• Track student progress and export your roster See who is working and who has stalled, search the roster, and get grades into your gradebook.
• Get a quote or pay by purchase order Request an official quote from the teachers page and it arrives by email with a PDF your budget office can file.

Troubleshooting

Fixes for the errors people actually hit.

• "Invalid email or password" The most common cause is not a wrong password. It is an account that was created with Google.
• Sign-in will not stick, popups blocked, or too many attempts Sign-in succeeds and then bounces you back to the login screen, or the Google popup never opens. Both are browser-side.
• Verification link expired or already used Only the newest verification email works. Resend and use the one that arrives.
• You paid but you are still on Free Bring the tab back into focus, or reload. The app re-checks with Stripe on its own, and usually resolves this without you contacting anyone.
• "Something went wrong" or "A new version is available" Both are fixed by reloading, and both save your progress before they show you the screen.
• The queue says the daily limit is reached but you expected a reset Usually tickets you assigned today and left open. They count against the allowance until you finish or unassign them.

Getting help

Reaching a human.

• Contact support or report a bug Email support for anything about your account. Use the in-app form for bugs and feature ideas.