Help desk
New ticket

Ticket queue

16 tickets, 8 past due

  1. Cannot access shared team folder Ticket #16 Tom Becker Account Access Sam Okafor Waiting on User Priority Low 39h 38m overdue
  2. Cannot access shared team folder Ticket #12 Julia Novak Account Access Priya Nair In Progress Priority Low 15h 08m overdue
  3. Teams camera not working Ticket #31 Aisha Khan Software Jordan Lee In Progress Priority Medium 10h 43m overdue
  4. Excel crashes when opening large file Ticket #38 Liam O'Connor Software Alex Rivera Open Priority Medium 5h 31m overdue
  5. Keyboard keys not responding Ticket #51 Maria Santos Hardware Sam Okafor Open Priority Medium 5h 02m overdue
  6. Slow file share access Ticket #25 Ahmed Saleh Network Sam Okafor Waiting on User Priority Medium 4h 54m overdue
  7. Laptop battery drains in under an hour Ticket #21 Ben Carter Hardware Jordan Lee In Progress Priority Medium 3h 10m overdue
  8. Cannot access shared team folder Ticket #3 Tom Becker Account Access Priya Nair Waiting on User Priority High 0h 06m overdue
  9. Account locked out Ticket #53 Liam O'Connor Account Access Sam Okafor Waiting on User Priority Critical 1h 15m left
  10. Laptop battery drains in under an hour Ticket #60 Ahmed Saleh Hardware Alex Rivera In Progress Priority Medium 2h 55m left
  11. Excel crashes when opening large file Ticket #29 Noah Peters Software Alex Rivera Waiting on User Priority Critical 3h 29m left
  12. MFA prompt not arriving on phone Ticket #27 Julia Novak Account Access Alex Rivera Open Priority Medium 8h 23m left
  13. Cannot reach internal website Ticket #50 Ahmed Saleh Network Alex Rivera Open Priority Medium 12h 16m left
  14. Password reset request Ticket #36 Grace Mwangi Account Access Sam Okafor In Progress Priority Medium 12h 59m left
  15. Desktop will not power on Ticket #9 Ben Carter Hardware Unassigned Open Priority Low 13h 15m left
  16. PDF reader won't open attachments Ticket #30 Ben Carter Software Alex Rivera Open Priority Low 37h 02m left

How to use this

  1. Start with the queue. Tickets that are not finished are listed first, with the one closest to its due time (or most overdue) at the top.
  2. Click a ticket to open it on the right. Press Esc or choose Close to go back to the list.
  3. Change what has changed. Set the status, priority or assignee, then Save. To resolve or close a ticket, write a short resolution first. The box appears when you pick Resolved or Closed.
  4. Write notes as you work. Everything you change is also added to the ticket's log automatically.
  5. Narrow the list with the search box, or open Filters for category, priority, assignee and overdue. Overview has the numbers.
Words you will see
SLA
The time a ticket is allowed to stay unresolved. Here: Critical 4 hours, High 8, Medium 24, Low 72. This is a sample policy I chose, not a real company's.
Due
When the SLA runs out. Past that, the ticket is overdue.
Status
Open, In Progress, Waiting on User, Resolved or Closed.
Assignee
The technician who owns the ticket.
Log
The history of notes and changes on a ticket.

Why I built this

I wanted to understand what a help desk does with a request from the moment it arrives to the moment it is closed, not only use a ticketing system. So I built a small one: create a ticket, give it an owner and a due time, write down what you tried, and record what fixed it.

All the tickets and names are made up by a script, and the due times follow a sample policy I picked. It is a demo, so the hosted copy forgets everything when it restarts.