IT Help Desk
Internal staff IT ticketing — hardware, software, network, and access issues, opened by any staff member and routed to the entity's IT team.
The IT Help Desk is the entity's internal support queue. Any staff member with module access can open a ticket and track their own; IT-duty holders see the full queue, triage by priority and category, and work each ticket through a comment thread to resolution. This is staff-facing — distinct from the resident-facing support helpdesk.
What you can do
Open a ticket
Staff describe the issue with a subject, a description (steps, errors, affected device), a category, and a priority — and it's filed to IT.
Classify the issue
Tickets are tagged hardware, software, network, access, email, phone, account, or other so the right person picks them up.
Prioritize the queue
Priority runs low, normal, high, urgent; status moves open → triaged → in progress → waiting on user → resolved → closed.
See the load
Stat tiles show Total, Open, My queue, and SLA overdue at a glance, and status pills filter the list down to what matters now.
Reply & note
A detail panel carries the comment thread with public replies and internal notes (not visible to the reporter), plus quick status changes.
Attach the proof
An attachment gallery on each ticket holds screenshots, logs, and supporting documents so IT has what it needs to fix the problem.
A typical workflow
- Staff open a ticket — "Open ticket" captures subject, description, category, and priority.
- It hits the queue — the new ticket appears with Total/Open/My queue/SLA-overdue tiles updating, where IT-duty holders see everything.
- IT triages — a ticket is moved through its status steps and worked by priority and category.
- The thread runs — replies go back to the reporter, internal notes stay private, and screenshots or logs attach as evidence.
- Resolve & close — the status lands on resolved, then closed, once the issue is handled.
A closer look
The home screen is a list-plus-detail split: stat tiles (Total, Open, My queue, SLA overdue), status filter pills, the ticket list on the left, and a detail panel on the right with the description, comment thread, internal-note toggle, quick status change, and an attachment gallery. "Open ticket" files a new one. This is internal IT support — not the resident support helpdesk.
Staff:
/dashboard/ithelpdesk. Any staff member with module access can open and view their own tickets; IT-duty holders see the full queue.Works with
IT Management for the IT duties & RBAC that decide who triages the queue versus who can only file their own tickets.