One place for every internal support request.
Employees submit requests with the information support actually needs. Support staff take ownership and move tickets through a clear workflow. Managers see open work, delays, and who is carrying the load.
Roles & permissions
- View: only their own tickets
- Create: new support requests
- Update: nothing after submission
- Assign: no
- Resolve: no
- View: all tickets and details
- Create: tickets (own or on behalf)
- Update: status, priority, notes
- Assign: to self or another support member
- Resolve: yes — resolve and close
- View: all tickets plus the insights dashboard
- Create: tickets
- Update: everything support staff can
- Assign: yes, including reassignment
- Resolve: yes, plus manage user roles
Ticket workflow
Initial status New · working statuses Assigned, In Progress, On Hold · final status Closed (with Resolved as the pre-closure state).
New
Can move to: Assigned, In Progress, Closed
Assigned
Can move to: In Progress, On Hold, Closed
In Progress
Can move to: On Hold, Resolved, Closed
On Hold
Can move to: In Progress, Closed
Resolved
Can move to: Closed, In Progress
Closed
Final state — no further transitions
Required ticket information
Title
Required · short summary, 5–120 characters
Description
Required · what happened and what was tried
Category
Required · Hardware, Software, Network, Access, Facilities, Other
Priority
Required · Low, Medium, High, Urgent (drives the SLA)
Submitter & ticket ID
Automatic · captured on submission
Attachments
Out of scope for v1 — links can be pasted in the description
Manager visibility
- Open tickets by status
- Delayed tickets (past the priority SLA)
- Resolved and closed volume
- Open workload per support member
Delay thresholds: Urgent 4h, High 8h, Medium 24h, Low 72h from submission while the ticket is still open.