Ticketing — internal support
Employee requests in one view — no back-and-forth emails.
Internal helpdesk for IT, HR, and general requests. SLA deadlines, priorities, and tracking in one place.
Helpdesk — requests
Laptop won't start
2 hours
CRM access
1 day
Certificate renewal
3d ago
3.2 daysaverage resolution time for internal IT requests without a ticketing system (Forrester 2023)
What the ticketing module includes
| Feature | Description |
|---|---|
| Categories and priorities | IT / HR / General; priorities Low / Medium / High. |
| SLA deadlines and reminders | Reminder before SLA expires; automatically reports deadline breaches. |
| Internal notes | Agents write internal notes hidden from the requester. |
| Email integration | Employee sends email → ticket is auto-created. |
| Reports | Resolution time, agent load, top categories. |
Typical workflow
Employee submits request → agent takes it → Tasks for complex ones → completed → statistics in report.
Frequently asked questions
Is internal ticketing different from customer support?
Yes. Internal ticketing is for employee requests (IT, HR, General). The customer module is Support portal — a separate channel with its own SLA and branding settings.
Does the employee get progress notifications?
Yes. Every status change — accepted, in progress, resolved — triggers an automatic notification via email or internal Messages.
Can managers see the tickets?
Managers see tickets for their department. IT admin sees everything. Employees see only their own requests.