Editing and managing services in your service catalog

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p id="docs-ai-summary-content">You can view, edit, categorize, unpublish, and delete services in your service catalog to keep offerings up to date. As a Support admin, you can update service titles, descriptions, fields, and categories, including in bulk. Unpublishing removes a service from users while keeping it available to republish later. Deleting permanently removes the service and its related ticket form.</p>
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<p class="p">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.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_cll_ml1_wfc__ul_nby_x1b_wfc">
<li class="li"><a class="xref" href="#topic_zgh_y1b_wfc">Viewing services</a></li>
<li class="li"><a class="xref" href="#topic_cpz_h4f_pdc">Editing services</a></li>
<li class="li"><a class="xref" href="#topic_ukt_2jj_c3c">Organizing services into categories</a></li>
<li class="li"><a class="xref" href="#topic_x11_1fb_wfc">Unpublishing services</a></li>
<li class="li"><a class="xref" href="#topic_qqj_jfl_wdc">Deleting services</a></li>
</ul>
</div>
<div class="p">Related article:<ul class="ul" id="topic_cll_ml1_wfc__ul_wd2_hfj_cgc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8478940252698" target="_blank">Adding services to your service
catalog</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10231440438938" target="_blank">Creating and managing categories for your
service catalog</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846805530#topic_ijj_s2k_cgc" target="_blank">Submitting service catalog
requests</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_zgh_y1b_wfc">
<h2 class="title topictitle2" id="ariaid-title2">Viewing services</h2>
<div class="body">
<p class="p">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.</p>
<div class="p">
<strong class="ph b">To view a service</strong><ol class="ol" id="topic_zgh_y1b_wfc__ol_xbw_jbb_wfc">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Service catalog</strong>
(<img class="image" id="topic_zgh_y1b_wfc__d7e96" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Service-cat-tag-icon.png" width="20">) in the sidebar.</span><p class="p">A list of all services in your service catalog
appears.</p>
<p class="p"><img class="image" id="topic_zgh_y1b_wfc__image_lns_lbb_wfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-service-list-admin.png" width="600"></p>
</li>
<li class="li">To view details about a specific service, click the service's title. <p class="p">The
service's title and fields are displayed. Additionally, at the top of
the page, you can click the information icon (<img class="image" id="topic_zgh_y1b_wfc__image_mns_lbb_wfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-service-info-icon.png" width="15">) to view when the service was
published and by whom.</p>
<p class="p"><img class="image" id="topic_zgh_y1b_wfc__image_nns_lbb_wfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-service-item-info.png" width="400"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ukt_2jj_c3c">
<h2 class="title topictitle2" id="ariaid-title3">Organizing services into categories</h2>
<div class="body">
<div class="p">Admins can adjust which categories services are assigned to individually or in bulk.
See:<ul class="ul" id="topic_ukt_2jj_c3c__ul_rcp_cfq_c3c">
<li class="li"><a class="xref" href="#topic_b1l_l2q_c3c">Categorizing services in bulk</a></li>
<li class="li"><a class="xref" href="#topic_y3j_q2q_c3c">Removing services from categories in bulk</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_b1l_l2q_c3c">
<h3 class="title topictitle3" id="ariaid-title4">Categorizing services in bulk</h3>
<div class="body">
<p class="p">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.</p>
<div class="p">
<strong class="ph b">To add services to categories in bulk</strong><ol class="ol" id="topic_b1l_l2q_c3c__ol_pxh_zlj_c3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Service catalog</strong>
(<img class="image" id="topic_b1l_l2q_c3c__d7e96" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Service-cat-tag-icon.png" width="20">) in the sidebar.</span></li>
<li class="li">Use the checkboxes in the first column of the services list to select
one or more services to assign to a category.</li>
<li class="li">At the bottom of the page, click <strong class="ph b">Add to category</strong>.</li>
<li class="li">In the dialog box, under <strong class="ph b">Category</strong> select one or more categories
you want to add the services to.</li>
<li class="li">(Optional) If any of the selected services are already categorized,
select <strong class="ph b">Remove from all other categories</strong>.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_y3j_q2q_c3c">
<h3 class="title topictitle3" id="ariaid-title5">Removing services from categories in bulk</h3>
<div class="body">
<p class="p">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.</p>
<div class="p">
<strong class="ph b">To remove services from categories in bulk</strong><ol class="ol" id="topic_y3j_q2q_c3c__ol_kbm_52q_c3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Service catalog</strong>
(<img class="image" id="topic_y3j_q2q_c3c__d7e96" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Service-cat-tag-icon.png" width="20">) in the sidebar.</span></li>
<li class="li">Use the checkboxes in the first column of the services list to select
one or more services to assign to a category.</li>
<li class="li">At the bottom of the page, click <strong class="ph b">Uncategorize</strong>.</li>
<li class="li">Click <strong class="ph b">Confirm</strong>.</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_cpz_h4f_pdc">
<h2 class="title topictitle2" id="ariaid-title6">Editing services</h2>
<div class="body">
<p class="p">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. </p>
<div class="p">
<strong class="ph b">To edit a service</strong><ol class="ol" id="topic_cpz_h4f_pdc__ol_d4x_cb2_pdc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Service catalog</strong>
(<img class="image" id="topic_cpz_h4f_pdc__d7e96" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Service-cat-tag-icon.png" width="20">) in the sidebar.</span></li>
<li class="li">Click the title of the service you want to edit. </li>
<li class="li">Make the necessary changes.<p class="p">If you need to adjust the custom ticket fields
for a service, use the open icon (<img class="image" id="topic_cpz_h4f_pdc__image_wpl_s2b_wfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-edit-services-field-icon.png" width="18">) to edit the ticket field itself
or the remove icon (<img class="image" id="topic_cpz_h4f_pdc__image_qw5_vyn_sdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-remove-service-field-icon.png" width="15">) to remove the field from the
service.</p>
<p class="p">If you need to adjust the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10231440438938" target="_blank">categories</a> for a service, use
the settings icon (<img class="image" id="topic_cpz_h4f_pdc__image_sp3_jcq_c3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_settings.png">) to add or remove categories.</p>
<p class="p">If you
want to let users submit service catalog requests on behalf of other
users, select the <strong class="ph b">Request on Behalf</strong> option. This option is only
available if you selected the option to allow end users to submit items
for others in your help center general settings. For more information,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8478940252698#topic_url_ntc_zjc" target="_blank">Allowing users to request services on
behalf of others</a>.</p>
</li>
<li class="li">Click <strong class="ph b">Publish</strong> to update the service in the catalog with your
changes.<div class="note note" id="topic_cpz_h4f_pdc__note_ymj_3gl_wdc">
<span class="notetitle">Note:</span> If you aren't ready for the changes
to go live, you can unpublish the service and then save your changes as
a draft.</div>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_x11_1fb_wfc">
<h2 class="title topictitle2" id="ariaid-title7">Unpublishing services</h2>
<div class="body">
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8478940252698#topic_cc4_cw1_wfc" target="_blank">re-publish</a> it in the future if
necessary.</p>
<div class="p">
<strong class="ph b">To unpublish a service</strong><ol class="ol" id="topic_x11_1fb_wfc__ol_qsk_hfb_wfc">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Service catalog</strong>
(<img class="image" id="topic_x11_1fb_wfc__d7e96" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Service-cat-tag-icon.png" width="20">) in the sidebar.</span>.</li>
<li class="li">Next to the service, click the options menu (<img class="image" id="topic_x11_1fb_wfc__image_ssk_hfb_wfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-services-moreactions-icon.png" width="13">) and select <strong class="ph b">Unpublish</strong>.<p class="p">The
service reverts to a draft.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_qqj_jfl_wdc">
<h2 class="title topictitle2" id="ariaid-title8">Deleting services</h2>
<div class="body">
<p class="p">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.</p>
<p class="p"><strong class="ph b">To delete or unpublish services</strong></p>
<ol class="ol" id="topic_qqj_jfl_wdc__ol_jx4_mfl_wdc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Service catalog</strong>
(<img class="image" id="topic_qqj_jfl_wdc__d7e96" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Service-cat-tag-icon.png" width="20">) in the sidebar.</span></li>
<li class="li">Next to the service, click the options menu (<img class="image" id="topic_qqj_jfl_wdc__image_u4r_sfb_wfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-services-moreactions-icon.png" width="13">) and select <strong class="ph b">Delete</strong>.</li>
<li class="li">In the confirmation dialog, click <strong class="ph b">Delete service</strong>.<p class="p"><img class="image" id="topic_qqj_jfl_wdc__image_t1p_2d4_sdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-service-cat-delete-service.png" width="450"></p>
</li>
</ol>
</div>
</div>
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