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First release Part of the Support & Helpdesk suite →
Every request becomes a ticket someone owns.
The core desk turns “can you look at this?” into a tracked ticket with a reference, a status, a priority and an owner. It lands in a department queue, gets claimed or assigned, and carries the whole conversation — public replies, private internal notes, files and links to the record it’s about — in one place that never falls through the cracks.
The lifecycle
From raised to resolved — with a paper trail.
Each ticket carries a per-organization reference, a status that moves through a clear lifecycle, and a priority. Every transition is stamped automatically, reopens are counted, and nothing is ever silently lost — the same user tracking, soft-deletes and audit trail as the rest of the platform.
Open
Raised by a requester and dropped into a department queue with a fresh reference.
Assigned
A queue member claims it, or a lead assigns it to a specific employee.
In progress
The owner works and converses on the thread; internal notes stay private.
Waiting requester
Paused on the requester — and, later, the resolution SLA clock pauses too.
Resolved / Closed
Resolution timestamped; reopening bumps a counter and restarts the flow.
Routing without the rulebook
Your departments are the queues.
No brittle routing engine to configure and babysit. A ticket carries a department as its queue, and any member with assign or manage permission claims it or hands it to a teammate. Unassigned work is always visible to the queue, so nothing sits owner-less in the dark.
- Every ticket has a queue (department) and, once claimed, an owning employee — two clear questions with clear answers.
- Members see their queue’s unassigned tickets and can claim in one action; leads can reassign at will.
- Assignee is an Employee, not a login seat — so a queue can include staff who have no password.
- When an owner is offboarded, their open tickets surface in a reassignment queue instead of being orphaned.
Everything on one ticket
The whole conversation, in context.
A ticket is more than a subject line. It holds the public back-and-forth with the requester, a private agent side-channel, the evidence, and a link to the operational record it’s really about.
Threaded replies
A clean conversation between requester and agent, ordered and timestamped, with @mentions that pull in the right colleague and notify them.
Internal notes
Agents discuss privately on the same ticket. Internal notes are visually distinct and never visible to the requester — no separate tool, no leaked context.
Attachments that preview
Screenshots, logs and documents attach through the encrypted Document Vault and open inline in the shared file viewer — no downloads to leak.
Back-links to records
Tie a ticket to the asset, purchase order, invoice, customer or project it concerns, so support history sits beside the operational record.
What you get on day one
A real, tracked helpdesk — not a labelled inbox.
Tickets & Queues is the first thing that ships. It’s complete enough to run support properly from the start, and it’s the foundation the SLA engine, dashboard and portals build on.
- Per-organization ticket reference, status lifecycle and priority
- Department-as-queue routing with claim and assign to an employee
- Threaded conversations with @mentions
- Internal notes hidden from requesters
- Encrypted attachments with inline file preview
- Back-links to projects, assets, POs, invoices and customers
- Automatic timestamps, reopen counter and full audit trail
- Assignment, reply and status-change notifications
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