Internal Helpdesk

The Internal Helpdesk provides a ticketing system for staff to raise issues related to IT, engineering, housekeeping, or any support function. It replaces...

2026-02-01 · 3 min

Manual area

Support

Coverage

4 sections

Operator notes

1 implementation note

Overview

The Internal Helpdesk provides a ticketing system for staff to raise issues related to IT, engineering, housekeeping, or any support function. It replaces phone calls and verbal requests with a trackable, accountable workflow.

Raising a Ticket

Any staff member can raise a ticket:

Click the Helpdesk icon (available on every screen) or navigate to Support > Helpdesk.
Select the category: IT (computer, printer, network, software), Engineering (electrical, plumbing, AC, lift), Housekeeping (cleaning, pest control), Biomedical (equipment breakdown), or General.
Describe the issue and optionally attach a photo.
Set priority: Low, Medium, High, Critical.
Submit. The ticket is routed to the appropriate support team.

Ticket Management

Support teams manage tickets from their dashboard:

Assign tickets to specific technicians.
Update status: Open > In Progress > Awaiting Parts > Resolved > Closed.
Add internal notes and resolution details.
Escalation: Unresolved tickets auto-escalate based on SLA timers.
SLA tracking: Response time and resolution time against configured targets.
Requester gets automatic status updates via notification.

Reporting

Helpdesk reports include: Ticket volume by category and department, SLA compliance rates, average resolution time, repeat issues, and staff satisfaction ratings (if feedback is enabled).

Notes

Tip

Configure SLA timers for each category (e.g., IT Critical: 1 hour response, 4 hours resolution) to ensure timely issue resolution.

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