Help desk
New ticket

Ticket queue

20 tickets, 3 past due

  1. Cannot access shared team folder Ticket #16 Tom Becker Account Access Sam Okafor Waiting on User Priority Low 39h 43m overdue
  2. Cannot access shared team folder Ticket #12 Julia Novak Account Access Priya Nair In Progress Priority Low 15h 12m overdue
  3. Cannot access shared team folder Ticket #3 Tom Becker Account Access Priya Nair Waiting on User Priority High 0h 11m overdue
  4. Account locked out Ticket #53 Liam O'Connor Account Access Sam Okafor Waiting on User Priority Critical 1h 10m left
  5. MFA prompt not arriving on phone Ticket #27 Julia Novak Account Access Alex Rivera Open Priority Medium 8h 19m left
  6. Password reset request Ticket #36 Grace Mwangi Account Access Sam Okafor In Progress Priority Medium 12h 54m left
  7. Cannot access shared team folder Ticket #40 Marcus Hill Account Access Alex Rivera Resolved Priority High Resolved Oct 28, 13:39on time
  8. MFA prompt not arriving on phone Ticket #58 Sofia Rossi Account Access Jordan Lee Closed Priority Medium Resolved Oct 28, 19:21on time
  9. Password reset request Ticket #22 Chen Wei Account Access Sam Okafor Resolved Priority Low Resolved Oct 29, 01:02on time
  10. Account locked out Ticket #42 Sofia Rossi Account Access Alex Rivera Closed Priority Low Resolved Oct 26, 13:17on time
  11. MFA prompt not arriving on phone Ticket #46 Julia Novak Account Access Jordan Lee Closed Priority Medium Resolved Oct 24, 10:13on time
  12. New starter needs account set up Ticket #59 Fatima Zahra Account Access Sam Okafor Closed Priority Medium Resolved Oct 23, 05:32on time
  13. Account locked out Ticket #8 Noah Peters Account Access Priya Nair Resolved Priority Medium Resolved Oct 22, 02:22SLA missed
  14. Microsoft 365 sign-in loop Ticket #28 Marcus Hill Account Access Jordan Lee Resolved Priority Medium Resolved Oct 22, 01:13SLA missed
  15. New starter needs account set up Ticket #35 Maria Santos Account Access Priya Nair Resolved Priority Medium Resolved Oct 17, 15:37on time
  16. MFA prompt not arriving on phone Ticket #43 Tom Becker Account Access Sam Okafor Closed Priority Low Resolved Oct 21, 06:09SLA missed
  17. Password reset request Ticket #47 Fatima Zahra Account Access Priya Nair Resolved Priority Low Resolved Oct 14, 10:43on time
  18. MFA prompt not arriving on phone Ticket #45 Daniel Kim Account Access Sam Okafor Resolved Priority Low Resolved Oct 10, 20:59on time
  19. New starter needs account set up Ticket #39 Julia Novak Account Access Sam Okafor Resolved Priority Medium Resolved Oct 10, 17:58on time
  20. Account locked out Ticket #6 Liam O'Connor Account Access Priya Nair Closed Priority Medium Resolved Oct 10, 13:36on time

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.