Help desk
New ticket

Ticket queue

17 tickets, 2 past due

  1. Cannot access shared team folder Ticket #16 Tom Becker Account Access Sam Okafor Waiting on User Priority Low 39h 41m overdue
  2. Cannot access shared team folder Ticket #12 Julia Novak Account Access Priya Nair In Progress Priority Low 15h 10m overdue
  3. Desktop will not power on Ticket #9 Ben Carter Hardware Unassigned Open Priority Low 13h 13m left
  4. PDF reader won't open attachments Ticket #30 Ben Carter Software Alex Rivera Open Priority Low 37h 00m left
  5. Desktop will not power on Ticket #18 Marcus Hill Hardware Alex Rivera Resolved Priority Low Resolved Oct 29, 01:02on time
  6. Password reset request Ticket #22 Chen Wei Account Access Sam Okafor Resolved Priority Low Resolved Oct 29, 01:02on time
  7. Guest Wi-Fi password request Ticket #24 Ben Carter Network Priya Nair Resolved Priority Low Resolved Oct 27, 05:30on time
  8. Account locked out Ticket #42 Sofia Rossi Account Access Alex Rivera Closed Priority Low Resolved Oct 26, 13:17on time
  9. Slow file share access Ticket #1 Liam O'Connor Network Alex Rivera Closed Priority Low Resolved Oct 25, 07:50on time
  10. Outlook search returns no results Ticket #37 Liam O'Connor Software Alex Rivera Closed Priority Low Resolved Oct 24, 02:30on time
  11. Mouse cursor jumps around Ticket #19 Liam O'Connor Hardware Priya Nair Resolved Priority Low Resolved Oct 22, 20:38on time
  12. Docking station not detecting displays Ticket #14 Sofia Rossi Hardware Jordan Lee Resolved Priority Low Resolved Oct 20, 01:24on time
  13. MFA prompt not arriving on phone Ticket #43 Tom Becker Account Access Sam Okafor Closed Priority Low Resolved Oct 21, 06:09SLA missed
  14. VPN client fails to connect Ticket #32 Sofia Rossi Software Jordan Lee Closed Priority Low Resolved Oct 17, 10:39on time
  15. Password reset request Ticket #47 Fatima Zahra Account Access Priya Nair Resolved Priority Low Resolved Oct 14, 10:43on time
  16. Keyboard keys not responding Ticket #4 Tom Becker Hardware Priya Nair Resolved Priority Low Resolved Oct 12, 14:59on time
  17. MFA prompt not arriving on phone Ticket #45 Daniel Kim Account Access Sam Okafor Resolved Priority Low Resolved Oct 10, 20:59on 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.