We configured the demo service desk, but it seems that we need to actually create a new service desk because the portal still has references to the demo aspect I can't remove.
Which references? I remember some dummy tickets to help explain how the service desk works. You can resolve these or even delete them if you like.
The rest of the configuration should allow you to change to suit your needs. Are you using a classic or next-gen project? That will make a difference to the extent you can customise your service desk.
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