What IT & Helpdesk owns
- IT assets — computers, phones, peripherals, and other technology hardware
- Support tickets — internal helpdesk requests from employees
Data flows out of IT & Helpdesk to
Common tasks
Add an IT asset
1
Open IT & Helpdesk → Assets → New Asset
2
Enter asset details
Fill in the device type (Laptop, Desktop, Phone, Tablet, Peripheral), make, model, and serial number.
3
Set purchase details
Enter the purchase date, cost, supplier, and warranty expiry date. Warranty expiry is monitored — you will receive an alert before it expires.
4
Set the asset status
Choose: In Use, In Storage, Under Repair, or Retired.
5
Assign to an employee
Link the asset to the employee it is assigned to. They receive a notification of the assignment. The asset appears on their profile.
6
Sync to the Assets module (optional)
Click Add to Asset Register to create a corresponding fixed asset record in the Assets module. This enables depreciation tracking and includes the item in the company’s fixed asset register.
Raise a support ticket
1
Open IT & Helpdesk → Tickets → New Ticket
2
Describe the issue
Write a clear, specific description of the problem. Include: what device or system is affected, what you were trying to do, and what error or symptom you see.
3
Select the affected asset (optional)
If the issue is with a specific device, link it to the ticket. The device’s specs and history are then visible to the IT team without them having to ask.
4
Set category
Choose: Hardware, Software, Network, Access, or Other. Category is used to route the ticket to the right team member.
5
Set priority
Choose: Low, Medium, High, or Critical. Critical tickets are escalated to all IT staff immediately. Be honest — misusing Critical slows down genuinely urgent issues.
6
Submit
The ticket is created and your IT team is notified. You can track its status and add comments from your dashboard.
Assign and resolve a ticket (IT team)
1
Open IT & Helpdesk → Tickets and filter by status or priority
Unassigned tickets are listed first. Critical tickets are highlighted.
2
Open the ticket and review it
Read the description, check the linked asset’s history, and review any previous tickets from this user for context.
3
Assign to a team member
Select the IT team member responsible. They receive a notification immediately.
4
Update status as work progresses
Move the ticket through: Open → In Progress → Awaiting User → Awaiting Parts → Resolved.
5
Add internal notes
Log your investigation steps and findings in the internal notes field. These are visible only to the IT team — not to the requester.
6
Resolve the ticket
Once resolved, add a resolution summary explaining what was done and why. Click Resolve. The requester is notified and can reopen the ticket within 48 hours if the issue persists.
Track a warranty and schedule asset retirement
1
Open IT & Helpdesk → Assets
Filter by Warranty Expiring to see all devices whose warranty expires within the next 90 days.
2
Decide on renewal or retirement
For each expiring asset, decide whether to renew the warranty or retire the device. Consider age, repair history, and replacement cost.
3
Schedule retirement
For devices to be retired, set the status to Scheduled for Retirement and enter the planned retirement date. The assignee is notified in advance to prepare for a replacement.
4
Process retirement
On the retirement date, set the status to Retired. If the device is on the fixed asset register, open the linked Assets record and process a disposal.
Handle an employee offboarding (IT perspective)
1
When HR initiates offboarding, IT is automatically notified
An IT task is created in the offboarding checklist: retrieve all assigned assets from the departing employee.
2
Open IT & Helpdesk → Assets and filter by the employee
View all assets assigned to them.
3
Mark assets as retrieved
Once each device is physically collected, update the status to In Storage and remove the employee assignment.
4
Wipe and reset devices
Log a note on each asset confirming the device was wiped and reset to factory settings before reassignment.
5
Reassign or retire
Reassign the device to another employee or set it to Retired if it is end-of-life.
Troubleshooting
A ticket was submitted but no one in IT received a notification
A ticket was submitted but no one in IT received a notification
Check that IT team members have notifications enabled for new tickets under Settings → Notifications. Also confirm that the submitter’s ticket was not accidentally saved as a Draft — only submitted tickets trigger notifications.
An asset assigned to an employee does not appear on their profile
An asset assigned to an employee does not appear on their profile
The assignment must be saved correctly on the IT asset record. Open the asset, confirm the employee is listed in the Assigned To field, and save. The asset should appear on the employee’s profile within a few seconds of saving.
A ticket was marked as resolved but the issue has come back
A ticket was marked as resolved but the issue has come back
The requester can reopen a ticket within 48 hours of resolution by clicking Reopen on the resolved ticket. After 48 hours, the ticket is permanently closed and a new ticket must be submitted. The IT team can link the new ticket to the original for context.
SLA timers are not showing on tickets
SLA timers are not showing on tickets
SLA timers appear on tickets only when SLA rules are configured in Settings → IT & Helpdesk → SLA Rules. If no rules are set, no timers show. Add rules with response and resolution targets per priority level.
I cannot add an IT asset to the fixed asset register
I cannot add an IT asset to the fixed asset register
The Add to Asset Register button requires the purchase cost field to be filled in. If the cost is blank, the system cannot create a valid fixed asset record. Add the purchase cost on the IT asset record and try again.
FAQ
Can employees submit support tickets themselves, or only IT staff?
Can employees submit support tickets themselves, or only IT staff?
Any user can submit a support ticket. Employees submit them from their dashboard — they do not need to contact IT directly. The ticket goes into the IT queue and is assigned by the IT team.
Can I set SLA response targets per ticket priority?
Can I set SLA response targets per ticket priority?
Yes. Go to Settings → IT & Helpdesk → SLA Rules and define response and resolution targets for each priority level. For example: Critical — 1 hour response, 4 hour resolution; High — 4 hour response, 8 hour resolution. Tickets breaching SLA are highlighted in red.
Can I track software licences in IT & Helpdesk?
Can I track software licences in IT & Helpdesk?
Software licence tracking is on the product roadmap. Currently, IT & Helpdesk tracks physical hardware assets. Software licences can be documented as notes on the relevant device’s asset record as a workaround.
What happens to an employee's IT assets when they leave?
What happens to an employee's IT assets when they leave?
When an employee is offboarded in HR, their assigned IT assets are automatically flagged for retrieval and appear on the IT offboarding checklist. The IT team is notified to collect and reassign or retire the devices.
Can I run reports on ticket volume and resolution times?
Can I run reports on ticket volume and resolution times?
Yes. Go to Reports → IT & Helpdesk to see ticket volume by period, average resolution time by priority, SLA breach rate, and top issue categories. These reports are useful for justifying IT headcount and identifying recurring problems.
See also
Assets
IT hardware tracked in IT links directly to the asset register.
HR
Employee offboarding triggers IT asset return and access revocation.
Client Portal
Clients can raise and track support tickets from their portal.