IT Help Desk
An internal service desk for incidents, access and hardware requests, with priorities, requester details, time tracking and a resolution note on every ticket.
What's inside
What a new project starts with
IT Help Desk.json30 KB
Workflow7 states
- Backlog
- New
- In Progress
- Waiting on Requester
- Waiting on Vendor
- Resolved
- Closed - No Action
Issue types6
Service RequestdefaultIncidentAccess RequestHardware RequestChange RequestQuestionLabels10
CategoryLaptop & DevicesSoftwareNetwork & VPNAccounts & AccessEmail & CalendarPrintersSecurityFlagsVIPSLA BreachedNeeds KB Article
Custom fields9
- Approvermember · people only · Access Request
- Resolutionmarkdown · in the body
- Requestertext
- Requester Emailtext
- Departmentselect · Engineering · Sales · Marketing · Finance · HR · Operations · Leadership
- Impactselect · Whole company · One team · One person
- Channelselect · Email · Chat · Phone · Portal · Walk-in
- Asset Tagtext
- Vendor Ticketurl
Issue templates8
- IncidentIncident · New · High
- Access RequestAccess Request · New · Accounts & Access
- New HardwareHardware Request · New · Laptop & Devices
- Software InstallService Request · New · Software
- Password ResetService Request · New · High · Accounts & Access
- Change RequestChange Request · Backlog
- New Hire SetupService Request · New · Accounts & Access · Laptop & Devices
- OffboardingService Request · New · Accounts & Access
Views14
- Ticket Queuetable
- Unassignedtable
- Team Boardboard
- Urgent & Highboard
- Waitingtable
- Access Requeststable
- Change Requeststimeline
- Resolvedtable
- Service Deskdashboard
- Start workingaction
- Ask requesteraction
- Wait for vendoraction
- Escalateaction
- Resolveaction
Setup
- Cycles, off
- Initiatives, off
- Dashboards, on
- Docs, on
- Notes, on
- Subtasks, on
- Checklists, on
- Issue stats, on
- Time logging, on
- Estimates in time
- Completed issues archive after 14 days
- Canceled issues archive after 7 days
- A parent closes when its subtasks are done
- Open subtasks close with their parent
Quick start
Skip the setup, start the work
- 01
Import it in Project templates.
- 02
Open it to the teams that need it.
- 03
Pick it when you create a project.
A new project from this template · ready for issues