Business management · Service Desk
The Service Desk takes the team's own tickets for IT, infrastructure, HR, finance, event operations and facilities, built on the design of the Tickets that serve graduates. Any dashboard user opens and follows their own tickets; agents see the whole queue. Teams with members, a category that suggests the team, a business-hours SLA that pauses while waiting on the requester and internal notes the requester cannot see. Default priorities, categories and SLA are born on the first ticket.
The problem and the fix
If any of these situations sounds familiar, it is because they happen in almost every graduation company, until the right system comes in.
The request to replace the projector cable went by WhatsApp to the wrong person and got lost.
Any dashboard user opens a ticket, the category suggests the team that handles it and the requester follows their own ticket until it closes.
The IT team does not know what is urgent and what can wait until next week.
Configurable priorities, with 4 defaults, and an SLA per category and priority counted in business hours.
The ticket blew its deadline because the requester took three days to reply.
The SLA clock is paused while the ticket is waiting on the requester.
Agents need to coordinate among themselves without the requester reading it.
Internal notes invisible to the requester, plus attachments and the full history.
The ticket is about an asset, an event or a class, and nobody knows which one.
Reference to another system record on the ticket itself: asset, event or class.
Setting up a help desk usually takes weeks of configuration before the first ticket.
No setup ritual: default priorities, categories and SLA are born on the first ticket. Anyone who has Tickets already has Service Desk.
In practice
Everyday situations at graduation companies, from the problem to the result, using the modules on this page.
Two days before the ball, production noticed the ballroom projector would not turn on.
They opened a ticket in the infrastructure category, referencing the event with high priority. The infrastructure team got it in the queue, assigned it to a technician and exchanged internal notes about the rental supplier.
The ticket went through in progress, waiting on third party and resolved, with the SLA met and the whole history in place.
An employee saw an odd amount on their payslip and did not know whom to ask.
They opened a ticket to HR in "My tickets". HR requested a document through the ticket itself, and the SLA clock stopped while waiting on the requester.
With the document attached, HR resolved and closed it. The employee followed every step without calling anyone.
The company turned on the Service Desk on a Monday, without configuring anything.
On the first ticket, the default priorities, categories and SLA already existed. The company created the teams with their members and adjusted one priority.
By Friday, the indicators already showed the week's queue by team and by category.
How it works
Every step is a real module, and what comes out of one goes into the next without anyone typing it again.
Module by module
5 modules and 23 features on this page, all running on the same class, graduate and event records.
Any dashboard user opens a ticket and follows their own; agents see the whole queue.
Support teams with members and a category that suggests who handles it.
SLA per category and priority, in business hours, with the clock stopped while waiting on the requester.
Seven ticket statuses and an internal conversation the requester cannot see.
Queue indicators and six separate permissions, inside the Support module.
Compare the modules and choose the setup that fits your operation.