Dillon Issa

IT Help Desk and Ticketing System

This IT Help Desk and Ticketing System brings every kind of IT request into one place, moving support tracking off spreadsheets, email, and chat and onto a single ticketing system. Employees file requests through a self-service intake form that changes its fields based on the category they pick, so people only fill in what actually matters for their issue. Every ticket runs through a full lifecycle with clear statuses that show where it stands, and requests that need sign-off route to an approver before the work moves ahead. Each change is saved to an audit history no one can edit, and threaded comments stay on the ticket so the whole back and forth sits in one record. Support leadership uses a metrics dashboard to see how the queue is doing and where tickets are backing up.

Role
Product Manager
Type
IT service management workflow
Status
Complete
  • PRD
  • Charter
  • User Guide
  • Process Flow
  • Test Scripts
  • Skeletal App Demo

Problem

  • Over time, requests for IT help spread across email and chat with no single place to send them, so fixes took longer.
  • The support team had no reliable way to confirm a requester actually got the help they asked for.
  • Spreadsheets and inboxes could not show who owned a request or who had changed it, so a request could sit without a clear owner.
  • Leadership had no single record showing where requests stood, which made status hard to find and easy to lose.

Solution

  • Combined every request into one tracked ticket in one place.
  • Set up a category-based intake so each request came in with the right details.
  • Added an audit history log that shows who made each change and when.
  • Partnered with engineering, design, QA, and security through build and testing.

Results

  • Cut resolution time by 4 days.
  • Centralized IT support for more than 5,000 users onto one system.
  • Eliminated tracking requests across scattered emails and chats.
  • Gave support a clear way to confirm a customer was helped.

What you can explore here

The skeletal app below is a navigation-only prototype. You can move through the category-aware intake form, the requester's My Tickets list, the agent Queue, and a ticket detail record with comments and a read-only audit history. The approver view, notifications, and a metrics dashboard with accessible charts round it out. It is illustrative and non-functional. All data is sample data, and nothing submits, routes, changes status, opens a file picker, or notifies.

Skeletal App Demo

Illustrative skeletal demo, not a functional app. IT Help Desk and Ticketing System, an internal tool. Original, representative example. No real client names, data, or systems. Navigation only; nothing here submits, changes status, routes, opens a file picker, or notifies.

IT Help Desk Submit a request. Track it to done. Demo

IT Help Center

How can we help, [Name]?

Search our help topics, start a request, or check on something you already sent us.

Get started

Browse by topic

Organized around what you need help with, not our org chart.

Screen 1 · Intake

Submit a Support Ticket

Tell us what you need help with. Required fields are marked with an asterisk (*).

Requester / Contact Information

Name and email are filled from your signed-in profile.

Category *

Pick the closest match. The form then asks only the extra questions that topic needs.

The form shows extra fields based on the category you pick. This demo reveals the matching group as you change the Category; with scripting off, every group is shown and labelled.

Additional details · Software
Additional details · Hardware
Additional details · Account/Access

The approving manager routes this request to the approval step.

Additional details · Network
Additional details · Other

No extra fields. The Description of your problem above captures everything for this category.

Add a screenshot or file (optional)
No file chosen

Display only. This control does not open a file picker and does not accept uploads.

Screen 2 · Requester list

My Tickets

Every request you have submitted, with its current status.

Ticket ID Title Category Priority Status Last Updated
TCK-1042 Laptop will not connect to Wi-Fi Network High In Progress 2 hours ago
TCK-1039 Request access to shared drive Account/Access Medium Pending Approval 1 day ago
TCK-1031 Install design software Software Low Resolved 3 days ago
TCK-1024 New monitor request Hardware Low Closed 1 week ago

Screen 3 · Agent queue

Ticket Queue

All active tickets. Filter and sort to work your list.

Ticket ID Title Category Priority Status Assignee Age
TCK-1042 Laptop will not connect to Wi-Fi Network High In Progress K. Brooks 3h
TCK-1041 Password reset for email Account/Access Medium Assigned N. Ortiz 5h
TCK-1039 Request access to shared drive Account/Access Medium Pending Approval Unassigned 1d
TCK-1038 Printer on 4th floor jams Hardware Low Triaged Unassigned 1d
TCK-1037 VPN drops every few minutes Network Critical In Progress K. Brooks 2d
TCK-1031 Install design software Software Low Resolved N. Ortiz 3d
Open

Screen 4 · Ticket detail

TCK-1042 · Laptop will not connect to Wi-Fi

In Progress
Requester
P. Adams
Requester email
[email protected]
Category
Network
Priority
High
Assignee
K. Brooks
Created
(sample date)
Last updated
2 hours ago

Conversation

  • K. Brooks (Support Agent) earlier today Thanks for the report. Can you confirm whether other devices connect to the same network?
  • P. Adams (Requester) earlier today My phone connects fine, only the laptop fails.

History

Actor Action When
P. Adams Submitted the ticket. Status set to Submitted. (sample timestamp)
K. Brooks Changed Category from Other to Network. (sample timestamp)
K. Brooks Changed Priority from Medium to High. (sample timestamp)
System Moved status to Triaged. (sample timestamp)
K. Brooks Assigned the ticket to K. Brooks. Status set to Assigned. (sample timestamp)
K. Brooks Moved status to In Progress. (sample timestamp)

History is read-only and cannot be edited or deleted.

Screen 5 · Approver view

TCK-1039 · Request access to shared drive

Pending Approval

P. Adams is requesting access to the Design team shared drive.

On approve, the ticket returns to the queue for assignment. Rejection requires a reason.

Screen 6 · Notifications

Notifications

  • A request is awaiting your approval: TCK-1039. (sample date)
  • Ticket TCK-1042 has been assigned to K. Brooks. (sample date)
  • Your ticket TCK-1042 has been categorized and prioritized. (sample date)
  • Your ticket TCK-1042 has been received. (sample date)
  • Your ticket TCK-1031 has been resolved. Reopen it if the issue continues. (sample date)

Screen 7 · Showcase

Service Desk Dashboard

How the help desk is performing. Sample data for demonstration.

  • 37 Open Tickets
  • 128 Closed This Month
  • 6.4 hours Average Resolution Time
  • 92% SLA On-Time
Open vs. Closed tickets
Open 37
Closed 128

Open = 37, Closed = 128 (total 165).

Tickets by category
Software 44
Hardware 31
Account/Access 39
Network 28
Other 23

Software 44, Hardware 31, Account/Access 39, Network 28, Other 23.

Ticket volume trend (last 6 periods)
PeriodTickets
Period 188
Period 296
Period 379
Period 4102
Period 5110
Period 697
Average resolution time by priority (hours)
Critical 2.1h
High 4.8h
Medium 7.9h
Low 14.2h

Critical 2.1h, High 4.8h, Medium 7.9h, Low 14.2h.

Agent workload (open tickets)
K. Brooks 12
N. Ortiz 9
T. Nguyen 8
E. Walsh 8

K. Brooks 12, N. Ortiz 9, T. Nguyen 8, E. Walsh 8.

All figures are sample data for demonstration only.

Admin · Configuration

Admin Configuration

Categories

  • Software
  • Hardware
  • Account/Access
  • Network
  • Other

Routing rule (read-only)

Account/Access and purchase requests route to the requester's manager for approval before assignment.

Admin sections cover categories, priority levels, routing rules, notification templates, and roles. Configuration changes take effect without a code change.