Internal support ticketing · v1
One place for every internal support request.
Employees submit requests with the information support actually needs. Support staff take ownership and move tickets through a clear workflow. Managers see open work, delays, and who is carrying the load.
- 6
- workflow states
- 3
- permission roles
- 8h
- high-priority SLA
ticket queue
HD-1042HighDelayed
Laptop won't boot after updateIn Progress
HD-1041Medium
VPN access for new contractorAssigned
HD-1039Low
Meeting room display flickeringNew
HD-1035Medium
Payroll export permissionsResolved
Roles & permissions
Employee
- View
- only their own tickets
- Create
- new support requests
- Update
- nothing after submission
- Assign
- no
- Resolve
- no
Support Staff
- View
- all tickets and details
- Create
- tickets (own or on behalf)
- Update
- status, priority, notes
- Assign
- to self or another support member
- Resolve
- yes — resolve and close
Manager
- View
- all tickets plus the insights dashboard
- Create
- tickets
- Update
- everything support staff can
- Assign
- yes, including reassignment
- Resolve
- yes, plus manage user roles
Ticket workflow
Initial status New · working statuses Assigned, In Progress, On Hold · final status Closed (with Resolved as the pre-closure state).
New
Can move to: Assigned, In Progress, Closed
Assigned
Can move to: In Progress, On Hold, Closed
In Progress
Can move to: On Hold, Resolved, Closed
On Hold
Can move to: In Progress, Closed
Resolved
Can move to: Closed, In Progress
Closed
Final state — no further transitions
Required ticket information
- Title
- Required · short summary, 5–120 characters
- Description
- Required · what happened and what was tried
- Category
- Required · Hardware, Software, Network, Access, Facilities, Other
- Priority
- Required · Low, Medium, High (drives the SLA)
- Submitter & ticket ID
- Automatic · captured on submission
- Attachments
- Out of scope for v1 — links can be pasted in the description
Manager visibility
- Open tickets by status
- Delayed tickets (past the priority SLA)
- Resolved and closed volume
- Open workload per support member
Delay thresholds
8h
High
24h
Medium
72h
Low
Measured from submission while the ticket is still open.