TechAppForce

Service and operations

Service desk and tickets

Tickets with clear owners, response deadlines and a history your customers can trust.

Book a demoSee how it runs
  1. New
  2. Assigned
  3. In progress
  4. Waiting on customer
  5. Resolved
  6. ClosedDone
PassedWaits for a personEvery move is kept in the record's history

The problem

What goes wrong today

Today
Requests come in by phone, email and chat, and the shared inbox is the only system. Urgent tickets wait behind easy ones, nobody knows which are overdue, and managers find out about problems from angry customers.
Who feels it: Support, IT help desk and facilities teams

How it runs on TechAppForce

A day with it, step by step

Amber steps wait in a person's work inbox; everything else moves on its own.

  1. A ticket comes inAt a managed IT provider, a client reports that a shared printer is down. The ticket is numbered, marked normal priority and assigned to the desktop team.
  2. Something urgentAn hour later another client reports their email server is down. It is marked urgent, and the on-call engineer gets an SMS.
  3. Working it togetherThe engineer @mentions a network specialist on the ticket. The specialist is notified and adds her findings as an internal comment.
  4. Resolved, then closedThe engineer resolves the ticket. The client is notified and the ticket closes after three days without a reply.
  5. Next morningEach owner’s overdue digest arrives by email. The team lead sees the printer ticket is still open and reassigns it.
Illustration. The organisation and people are invented.

What gets configured

Settings you can read, change and release

No code for any of this, unless a rule truly needs it.

Records 4

  • Ticket5 fields + history, files, comments
  • Customer4 fields + history, files, comments
  • Ticket comment4 fields + history, files, comments
  • Service level3 fields + history, files, comments

Stages 6

  1. New
  2. Assigned
  3. In progress
  4. Waiting on customer
  5. Resolved
  6. Closed

Automatic 5

  • WorkflowTicket numbers are generated automatically, such as SUP-2609-00142
  • NotifyThe assignee is notified in-app and by email when a ticket is assigned or moves
  • WorkflowAn SMS goes to the on-call engineer for urgent tickets
  • ScheduleA nightly scheduled workflow emails each owner a digest of their overdue tickets
  • ScheduleA scheduled workflow closes resolved tickets after three days without a reply

Screens and reports 5

  • Kanban of tickets by status for each team
  • Data grid of open tickets with priority and age
  • Ticket view with comments, @mentions, files and history
  • Weekly tickets by category and priority, in Excel
  • Monthly service summary per customer as a PDF
Who approves, in detail

Credits or refunds raised from a ticket above a set amount go to any member of the team leads team (Any quorum), with a reminder after four hours.

When the rules change

Bring your version of this.

A change a few months in is a reviewed release, not a rebuild. We will configure your version with you in a demo.

Book a demoAll use cases

Release: Entity: ticket

Categories
Unchanged: Hardware · Software · Access
Added: + Security incident
Notifications
Added: + SMS on-call for security
  1. Developmentmake the change
  2. QAreview the diff, test it
  3. Productionpromote the release
Illustration.