IT help desk features.
Built around the next fix.

A clear starting point for every support ticket.

Requesters create a ticket with a subject, description, category, and priority. Hardware, software, network, access, and other requests go into the same queue, so the team has one place to start.

A useful request explains what the person expected, what actually happened, and what they have already tried. For example: “The VPN connects, but I can’t open the shared project folder. It worked yesterday, and restarting hasn’t helped.” That gives the agent something concrete to investigate.

• Choose a category without having to know who will fix the issue.
• Describe the impact and include the information your team needs.
• Follow the request in the same place after submitting it.

Ticket assignment and priorities that are easy to see.

Approved agents assign tickets to a member of the support roster and set a Low, Normal, High, or Urgent priority. The unassigned view makes requests without an owner easy to find; My tickets focuses on an agent’s assigned work.

The priority describes the urgency of the work. Status describes its progress. Keeping those separate lets your team see, for example, that an urgent request is waiting for a reply while another request is actively being investigated.

Priorities are labels your team manages. Troublesheet does not currently automate SLA timers, escalations, or response-time commitments.

Follow a ticket from open to resolved.

The queue uses four statuses, with an overview of the tickets you can access:

Open

The request is in the queue and ready for attention.

In progress

An agent is working on the issue.

Waiting

The next step depends on a reply, approval, or another action.

Resolved

The fix has been completed and the ticket is marked resolved.

Search by ticket number, subject, requester, or category, and combine status and priority filters to narrow the queue. Use Refresh to load new changes from the shared workspace; this version does not refresh other people’s changes automatically.

Conversations stay attached to the ticket.

Requesters and agents add updates to the same conversation. Questions, troubleshooting progress, and the final fix stay with the original request, so the next person can understand the history.

Comments are visible to the requester and support agents who can access the ticket. There are no private internal notes in this version. Add information appropriate for everyone participating in the request.

Requester and agent access.

A requester signs up, confirms their email, and can see their own tickets and conversations. Approved agents can work with the shared queue, change status and priority, and assign tickets.

Creating an account does not grant agent privileges. The workspace administrator controls the support roster. Access rules are enforced in the database, alongside the interface’s requester and agent views.

The current product is a single-team helpdesk. Self-service organization creation, multi-organization subscriptions, and billing are not yet available. Contact us about using Troublesheet for your team.

A responsive workspace and a useful export.

Phone screens use readable ticket cards, tablets get a wider card view, and desktops use a ticket table. You can open a ticket, add an update, and change its status through the browser.

Export the filtered ticket queue to CSV for your own review. The export includes the ticket number, subject, status, priority, requester, assignee, category, and creation time. The workspace currently loads up to the newest 1,000 accessible tickets; the export uses those loaded records.