TEMPLATE

Turn an inbox into a real ticket queue.

One queue for every request. Intake forms, assignment, a triage board and resolution times you can see.

Support by Cordango Works like Zendesk

FIG.01

What it does.

A queue where nothing gets lost. Requests come in through a form you write yourself, land on one list, get assigned and worked until they are resolved. The job Zendesk does, on a core you own, where the requester is already a person in your company directory.

QUEUE Every open request in one list, sorted by what is due next
INTAKE Write your own request form and it fills the ticket for you
ASSIGN Route to a person or a team, with a My tickets list for each
BOARD Drag tickets from new to in progress, waiting and resolved
THREAD Replies and internal notes kept together on the ticket
TIMES First reply and days to close measured on every ticket

helpdesk · overviewThe open queue

Helpdesk template on Cordango showing the open ticket queue with priority, assignee and due date

FIG.02

A closer look.

helpdesk · boardTriage board

Triage board in the Helpdesk template on Cordango with tickets grouped by status from new to resolved

helpdesk · formsRequest intake

Intake form in the Helpdesk template on Cordango where a colleague files a request that becomes a ticket

FIG.03

Part of your company, not another silo.

Every template lands on the same secure core. The people in Helpdesk are the same directory as the rest of your apps, so the data lines up instead of living in yet another login.

CORE One company directory shared across every app
ROLES Real roles and permissions from the first day
AUDIT A field-level history on every change
EU EU hosting by default, not an upsell
SHAPE Change a field, a rule or a screen by describing it

FIG.04

The same customer the CRM just won.

A ticket with the word Globex typed into a text field is a ticket nobody can count. A ticket attached to the Organization record is one the account owner can see sitting next to the open deal.

The Helpdesk opens tickets against the same company records the CRM works, and against the same people directory the rest of the company uses. Nobody typed the customer name a second time.

SAME Tickets attach to the Organization record, not to a typed-in name
WHO Requester and assignee both come from the company directory
LOG The same field-level history every other app writes to

Ticket #2841 · Globex SEAcme Ltd

# the ticket ✔ #2841 Globex SE priority: high ✔ assignee Lena K. support team # what it can see, being the same record ✔ open deal 42.000 € stage: negotiation ✔ account owner Tomas R. notified