New · Release 2026.04, Multi-tenant audit exports & SLA dashboards now liveSee changelog →
Support operations
Helpdesk ticketing connected to IT operations
Give employees and IT teams a shared ticket workflow with priorities, history, and role-based access.
Support tickets · 23 open
7 urgent
TKT-2841 · Production DB slowSLA 2h left
Assigned to Rohan · Critical
TKT-2840 · VPN access for new hireSLA 1d left
Awaiting owner approval
TKT-2838 · Email forwarding setupResolved 14m
Auto-resolved by knowledge base
Product proof
Already live in the product
Backed by app modules
Running in production today: support tickets, personal ticket queues, and full per-ticket history.
Protected app route: /support
How it works
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
Workflow
What teams can do here
Step 1
Raise tickets
Step 2
Assign and prioritize
Step 3
Track updates
Step 4
Close with history retained
How it works
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.
Example
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.
FAQ
Frequently asked questions
How is the helpdesk different from Incident Management?
They share the same ticket engine, but the helpdesk view is the day-to-day support desk for employee requests (email intake, queues, CSAT), while Incident Management adds the ITIL framing — major-incident handling, SLA-policy governance and links to Problem and Change. You can use one or both.
Can employees raise tickets by email?
Yes. An inbound email poller converts messages to tickets and threads replies onto the original ticket, so a conversation stays in one place instead of scattering across inboxes.
Do you support SLAs?
Each ticket tracks response and resolution SLAs separately, driven by a per-organisation, business-hours-aware SLA policy that flags breaches. There are no invented uptime figures — the timers reflect your configured policy.
How is a ticket routed to the right person?
Category-based auto-assignment rules assign tickets on creation (e.g. Network → the network team). Agents can also reassign manually, and every change is recorded in the ticket status history.
Can we measure satisfaction?
Yes — requesters can leave a 1–5 CSAT rating on resolution, and first-contact-resolution is tracked, so you can see how the desk is performing rather than guessing.
What stops the same issue coming back?
Related tickets can be linked to a Problem record in Problem Management, so the root cause is addressed once. Answers can also be published to the Knowledge Base to deflect repeat questions.
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.