Help Desk

What's included

• Ticket queue: search and filter by status and priority, with tabs for Triage (no owner yet), Breaching (past SLA or within 2 hours of it), and each department. On a phone, each ticket is a card that shows its status, priority, and SLA.
• Kanban board: Triage, In Progress, Waiting on Requester, and Resolved columns. Open tickets count down to their SLA; resolved tickets show whether they met it.
• Ticket page: status, priority, and assignee controls, the SLA due time, and a thread that keeps replies to the requester separate from internal notes. The SLA clock pauses while a ticket waits on the requester, and a new priority restarts it with that priority's target.
• Dashboard: open tickets, SLA breaches, tickets resolved today, average first response, average resolution time, an aging heatmap by priority, and the latest resolutions with how long each took.
• Routing help: a new ticket suggests the least-busy agent on shift whose team matches its department.
• My requests: anyone who is not an agent sends a request, sees its status and the help desk's replies, and replies back. They see only their own requests and never internal notes.
• Agents: who can see the whole desk, which team each one takes, and who is on shift. The same list fills the assignee pickers, routing, and the dashboard's team strip. Agents can preview My requests as any requester.

How it works

Log and route a request

Select New Ticket, enter the subject, requester, department, and priority. The SLA due time comes from the priority: 4 hours for Urgent, 8 for High, 24 for Medium, and 48 for Low. If you change the priority later, the clock restarts with the new target. While a ticket is Waiting on Requester, the clock stops, and the time left carries over when work resumes.

Take ownership

On Tickets, open Triage and select Take it. The ticket is assigned to you (or to whoever you pick in Working as). Replies and notes you add are posted under the same name.

Reply or note

On a ticket, choose Reply to requester or Internal note. The first reply or note sets the ticket's first response time. Replies show on the requester's My requests page; internal notes never do.

Ask for help

Employees open Help Desk, select New request, and pick the team and how urgent it is. On My requests they follow the status, read replies, and answer when the desk is waiting on them. Replying to a resolved request reopens it.

Setup guide

The template comes with fictional sample data: 28 tickets and their replies and notes, owned by four sample agents, across three departments. When you install it, the sample timestamps move so the newest activity is the moment you first open the app.

1. Open the app first: the first person to open your copy becomes its first agent.
2. Add the rest of your agents on Agents by their sign-in email, with the team each one takes. They appear in the assignee lists, routing, and the team strip right away. The sample agents stay listed only while they own tickets.
3. To change departments or statuses, edit apps/helpdesk/client/lib/constants.ts.
4. Log your first real ticket from New Ticket. Add the requester's email so they can follow it.
5. Share the app with your organization. Everyone who is not an agent sees only My requests.

In the store preview, everyone sees the agent desk with sample data, and requests can't be sent.

About your data

Help Desk stores requester names, their sign-in emails, and the details people write into tickets. Keep the app private to your organization.