Help desk
New ticket

Ticket queue

13 tickets, 2 past due

  1. Keyboard keys not responding Ticket #51 Maria Santos Hardware Sam Okafor Open Priority Medium 5h 06m overdue
  2. Laptop battery drains in under an hour Ticket #21 Ben Carter Hardware Jordan Lee In Progress Priority Medium 3h 14m overdue
  3. Laptop battery drains in under an hour Ticket #60 Ahmed Saleh Hardware Alex Rivera In Progress Priority Medium 2h 51m left
  4. Desktop will not power on Ticket #9 Ben Carter Hardware Unassigned Open Priority Low 13h 11m left
  5. Desktop will not power on Ticket #18 Marcus Hill Hardware Alex Rivera Resolved Priority Low Resolved Oct 29, 01:02on time
  6. Desktop will not power on Ticket #20 Daniel Kim Hardware Alex Rivera Resolved Priority Medium Resolved Oct 23, 16:16on time
  7. Mouse cursor jumps around Ticket #11 Ahmed Saleh Hardware Alex Rivera Closed Priority Medium Resolved Oct 23, 06:04on time
  8. Mouse cursor jumps around Ticket #41 Ben Carter Hardware Jordan Lee Closed Priority Medium Resolved Oct 21, 11:54on time
  9. Mouse cursor jumps around Ticket #19 Liam O'Connor Hardware Priya Nair Resolved Priority Low Resolved Oct 22, 20:38on time
  10. Docking station not detecting displays Ticket #14 Sofia Rossi Hardware Jordan Lee Resolved Priority Low Resolved Oct 20, 01:24on time
  11. Mouse cursor jumps around Ticket #44 Daniel Kim Hardware Alex Rivera Resolved Priority High Resolved Oct 16, 15:05on time
  12. Keyboard keys not responding Ticket #4 Tom Becker Hardware Priya Nair Resolved Priority Low Resolved Oct 12, 14:59on time
  13. Keyboard keys not responding Ticket #26 Ahmed Saleh Hardware Sam Okafor Closed Priority High Resolved Oct 9, 20:00SLA missed

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.