HomeIT Service Desk
IT Service Desk and ticketing for IT requests in a company.
An employee reports an IT request with one button, IT sees it in the queue, takes it and resolves it. Every ticket has a number, a priority, a computer from the inventory and the whole communication in one place. It runs on your own server together with attendance and HR.
Move the mouse over the rows. The data is sample data.
The queue of open tickets from the IT view. The window is redrawn from the application.
From reporting to resolution.
Four steps that both the employee and IT can see. The employee doesn't have to write an e-mail and IT doesn't have to hunt for where the problem got stuck.
Reporting
The Create IT ticket button in the header. A computer from the inventory, priority from Low to Urgent, a description and attachments.
Queue
IT sees Open tickets with a colored stripe by priority and an Age column. An urgent ticket over 4 hours and a high one over 24 hours is flagged.
Resolution
Take, Assign to another IT member, Start working and reply. The reply goes to the employee by e-mail.
Resolved and closed
A resolved ticket can be reopened. A closed one stays in the history, and if the problem persists a new one is created.
The whole ticket on one screen.
Status flow at the top, communication on the left, details and resolution on the right. The original request is the first message, so nothing gets lost. Watch IT take a ticket, start working on it and resolve it.
- Flow: New, Assigned, In progress, Resolved, Closed
- One main button depending on the status: Take, Start working, Resolved, Close
- Internal notes are seen only by IT, the reporter doesn't see them and no e-mail is sent
- A computer from the inventory right in the ticket
Communication
After yesterday's Windows update the laptop stays on a black screen with the logo.
The graphics driver was damaged by the update. Reinstalled, the laptop starts.
- Reported by
- Peter Horváth
- Computer
- Dell Latitude 5440 · NB-0051
- Assignee
- unassignedSimona Čierna
Resolution
IT clicks Take, Start working and Resolved. The window is redrawn from the application.
An overview for IT on one screen.
How many tickets are open and unassigned, which are urgent and how fast IT resolves them. Move the mouse over the chart.
Last 14 days
By status
Open by priority
Who is working on what
Service desk overview: counts, new and resolved over 14 days, statuses, priorities and who is working on what.
What else the service desk can do.
My tickets
The employee sees tickets they reported or a colleague reported for them, with the whole communication and the reply.
E-mails
The reporter gets an e-mail on creation, reply, status change and closing. IT gets an e-mail for a new ticket.
Permissions
Who handles tickets is set by the permissions matrix. The service desk is switched on with a toggle in settings and every change is in the audit log.
Attachments
PDF, images, Word, Excel and ZIP up to 25 MB. Files are stored in the database, so they are in the backups.
Together with HR and attendance
The same login, the same departments and inventory. Onboarding a new colleague also prepares tasks for IT.
Internal notes
Troubleshooting steps are seen only by the service desk. The reporter doesn't see them and no e-mail is sent.
Questions about the IT Service Desk.
What is an IT Service Desk?
A place where employees report IT requests and IT records and resolves them. Every request is a ticket with a number, priority, status and the whole communication. In In-Time-App. the service desk is part of the company portal, so you don't need a separate helpdesk.
How does an employee report a problem?
With the Create IT ticket button in the portal header. They pick a computer from the inventory, set the priority, describe the problem and can add an attachment. The ticket gets a number like T-000001 and the employee sees it in My tickets.
Who sees tickets and who resolves them?
IT resolves them, meaning people marked as IT, or whoever the admin sets in the permissions matrix. An employee sees only their own tickets and their communication.
Can a file be attached to a ticket?
Yes. Common types such as PDF, images, Word, Excel and ZIP, up to 25 MB per file and at most 10 files per ticket. .exe, .iso, .msi, .bat and .ps1 files are blocked.
Is it linked to the device inventory?
Yes. A ticket lets you choose a computer from the inventory, so IT immediately sees the model, inventory number and serial number.
Is it a replacement for customer support with SLAs?
No. It is an internal ticketing system for IT requests within a company, not a platform for external customers with SLAs and automation.
See the service desk on your own data.
A short demo: reporting a ticket, the queue and resolution. The service desk is one part of the company portal together with attendance and the absence calendar.