Help Desk Ticketing

Ticket Management

Create, track, assign, and resolve support tickets.

Service Requests

Manage employee requests for IT and workplace services.

SLA Management

Monitor response and resolution commitments.

Support Workflow

Route tickets through structured support processes.

Reports

Analyze support volume, performance, and resolution trends.

1. Ticket Management

Centralize employee issues and support requests in a structured ticket management system.

• Ticket creation
• Ticket numbering
• Ticket status management
• Priority management
• Ticket categorization
• Ticket search and filtering

2. Service Request Management

Provide employees with a structured way to request workplace services and internal support.

• IT service requests
• Workplace service requests
• Facility requests
• Equipment requests
• Access requests
• Employee support requests

3. Incident Management

Record and manage incidents that affect employees, systems, workplace facilities, or business operations.

• Incident registration
• Incident classification
• Impact assessment
• Urgency management
• Incident assignment
• Incident resolution tracking

4. Ticket Categories

Organize tickets using configurable service categories and support classifications.

• IT support
• Hardware support
• Software support
• Network support
• Facility support
• General workplace services

5. Ticket Assignment

Automatically or manually route tickets to the appropriate support teams and agents.

• Support team assignment
• Agent assignment
• Automatic ticket routing
• Department assignment
• Branch assignment
• Workload distribution

6. Priority Management

Classify support requests according to urgency, impact, and business importance.

• Low priority
• Normal priority
• High priority
• Critical priority
• Impact classification
• Urgency classification

7. SLA Management

Define and monitor service level commitments for different ticket categories and priorities.

• Response time targets
• Resolution time targets
• SLA policies
• SLA monitoring
• SLA breach alerts
• SLA performance reports

8. Ticket Communication

Keep employees and support agents connected throughout the ticket lifecycle.

• Ticket comments
• Internal notes
• Employee responses
• Support agent responses
• Email notifications
• Activity history

9. Attachments & Documents

Allow employees and support teams to attach supporting information to tickets.

• File attachments
• Images and screenshots
• Supporting documents
• Technical evidence
• Document access control
• Attachment history

10. Approval Management

Route selected service requests through configurable approval workflows.

• Manager approval
• Department approval
• IT approval
• Facility approval
• Finance approval
• Multi-level approval

11. Knowledge Base

Provide employees and support agents with reusable solutions and troubleshooting information.

• Knowledge articles
• Frequently asked questions
• Troubleshooting guides
• Solution templates
• Article categories
• Knowledge search

12. Help Desk Dashboard

Give support teams a centralized view of their current workload and service performance.

• Open tickets
• Pending tickets
• Overdue tickets
• Critical incidents
• SLA status
• Agent workload

13. Ticket Escalation

Escalate unresolved or high-impact issues to the appropriate support level.

• Automatic escalation
• Manual escalation
• Level 1 support
• Level 2 support
• Level 3 support
• Management escalation

14. Ticket Resolution

Standardize the process for resolving, validating, and closing support requests.

• Resolution notes
• Resolution categories
• Employee confirmation
• Ticket closure
• Reopen ticket
• Resolution history

15. Help Desk Reports

Analyze support activity and identify opportunities to improve workplace service delivery.

• Ticket volume reports
• Resolution reports
• SLA performance
• Agent performance
• Category analysis
• Support trend analysis

• Ticket profiles and ticket numbering
• Ticket categories and subcategories
• Service catalog
• Incident management
• Service request management
• Support teams
• Support agents
• Ticket priorities and statuses
• SLA policies
• Ticket assignments
• Ticket escalation
• Approval workflows
• Ticket comments and internal notes
• Attachments and documents
• Knowledge base
• Notifications
• Resolution management
• Customer satisfaction feedback
• Service dashboards
• Audit history

Employee Management

Identify employees, departments, positions, and managers.

Organization Management

Route tickets according to company, branch, and department.

Office Asset

Connect tickets with company assets and equipment.

Attendance

Support attendance device and workplace attendance issues.

Meeting Room Booking

Report meeting room equipment and facility problems.

Seat Booking

Support workspace and assigned-seat service requests.

Vehicle Booking

Handle vehicle and transportation service issues.

Smart Locker

Manage locker access, device, and maintenance issues.

Room Automation

Handle smart room devices, sensors, and automation incidents.

Visitor Management

Support visitor registration and access-related issues.

Calendar Management

Schedule support activities, maintenance, and service appointments.

Notification System

Deliver ticket updates, assignments, reminders, and alerts.

Corporate Office

Centralized IT and workplace support.

Manufacturing

Support production, devices, equipment, and facilities.

Multi-Branch

Manage support operations across multiple locations.

Hybrid Workplace

Support employees working from office and remotely.

Field Workforce

Provide centralized support for distributed employees.

Growing Organizations

Scale support processes as the organization grows.

• Role-based access control
• Employee ticket permissions
• Support agent permissions
• Support team access
• Department and branch restrictions
• Manager approval controls
• Ticket visibility controls
• Attachment access controls
• Knowledge base permissions
• SLA configuration permissions
• Administrative controls
• Ticket activity audit trail

• Ticket volume report
• Open ticket report
• Closed ticket report
• Pending ticket report
• Overdue ticket report
• Ticket category report
• Priority analysis
• Department analysis
• Branch analysis
• Employee request analysis
• Support agent performance
• Support team performance
• First response time
• Average resolution time
• SLA compliance
• SLA breach analysis
• Escalation analysis
• Incident trend analysis
• Service request trend
• Knowledge base usage
• Customer satisfaction
• Monthly support trends

Employee Support

Employees can submit and track their own support requests.

IT Service Desk

Manage hardware, software, network, and application issues.

Facility Service Desk

Manage office maintenance and facility-related requests.

Asset Support

Connect support requests directly with workplace assets.

Workplace Services

Coordinate requests involving rooms, seats, lockers, and vehicles.

Mobile Support

Allow employees and support teams to manage tickets through mobile applications.

Centralized Support

Bring employee support requests and workplace services into one centralized platform.

Structured Workflow

Standardize ticket assignment, escalation, approval, resolution, and closure.

SLA Visibility

Monitor service response and resolution performance against defined service commitments.

Connected Workplace

Connect support operations with employees, assets, rooms, seats, lockers, vehicles, and facilities.

Employee Experience

Give employees a simple and transparent way to request assistance and track service progress.

Ready to Scale

Support growing organizations, multiple departments, branches, support teams, and service categories.