Support operations
Helpdesk ticketing connected to IT operations
Give employees and IT teams a shared ticket workflow with priorities, history, and role-based access.
- Product proof
- Backed by app modules
- Protected app route:
- /support
Built around real workflows
Highlights below describe capabilities already present in the protected app behind this page.
Employee ticket intake
Team ticket management
Ticket history and detail views
Role-aware access
Already live in the product
Running in production today: support tickets, personal ticket queues, and full per-ticket history.
How it works
- 01
Capture the request
Employees raise a ticket from the web app, or email your support inbox — the email poller turns each message into a ticket and threads later replies onto the same one, so nothing is lost in a mailbox. Every ticket carries a category (Hardware, Software, Network, Access/Permissions, Other), a priority (Low → Critical) and a status (Open → In Progress → Resolved → Closed).
- 02
Route and own it
Category-based auto-assignment rules send a ticket to the right agent or team on creation; the ticket then has one clear owner and a full status history. Internal comments stay private to agents while public replies go back to the requester.
- 03
Track against SLA
Each ticket has separate response and resolution SLA timers. A per-organisation SLA policy (business-hours aware) drives the due times and flags response or resolution breaches, so the queue is prioritised by what is actually at risk — not just by age.
- 04
Resolve and measure
On resolution the requester can leave a 1–5 CSAT rating, and first-contact-resolution and major-incident flags feed reporting. Recurring tickets can be linked to a Problem record so the underlying cause is fixed once, not re-worked every time.
A worked example
Say a 200-employee architecture practice handles around 40 support requests a week through a shared inbox nobody owns. With the desk switched on, a user emails "laptop won't connect to VPN"; the poller opens a ticket automatically, the Network auto-assign rule routes it to the right team, and the business-hours SLA timer starts. The agent's reply threads back into the user's mail client, the fix lands inside the SLA, and the user leaves a 4/5 CSAT. Three similar tickets from the same week are then linked to one Problem record — so the recurring VPN fault gets a permanent fix, not a fourth workaround.
What teams can do here
- Step 1
- Raise tickets
- Step 2
- Assign and prioritize
- Step 3
- Track updates
- Step 4
- Close with history retained
Frequently asked questions
See also: Blog: What is a helpdesk? · Blog: What is a ticketing system? · Blog: Best ticketing systems compared · Incident Management · Knowledge Base
Turn the shared support inbox into an owned queue
Email-to-ticket intake with threading, category-based routing and CSAT on close — every request gets one owner, one history and one clock the whole desk can see.