Service Requests
Give employees a structured way to report IT issues, request equipment, or ask for help — every request gets a tracking number, routes to the right person, and moves through a managed workflow from submission to resolution. Admins see a real-time analytics dashboard with priority and category breakdowns so nothing stays unassigned. Built-in AI chat, deep search, and a full audit trail turn a simple ticketing system into a serious operational tool.
Features
- ✓ Auto-assigned tracking numbers (SR-0001) — every request is traceable from day one
- ✓ Eight request categories — Hardware, Software, Network, Access, Onboarding, Equipment, General, Other
- ✓ Three priority levels — Low, Medium, High with colored indicators in the list view
- ✓ Asset linking — connect a service request to a specific asset from the asset inventory
- ✓ Activity log per request — add notes, updates, escalation records, and resolution details
- ✓ Quick resolve workflow — prompts for resolution notes, sets status to Resolved, and logs automatically
- ✓ Admin dashboard — open requests by assignee and by category, with high-priority count per person
- ✓ Visual analytics dashboard — collapsible panel with priority distribution, category breakdown, and average resolution time
- ✓ Status workflow — New → In Progress → On Hold → Approved → Resolved → Closed
- ✓ Shared journal per request — log phone calls, emails, notes, escalations, follow-ups, and resolutions with full history
- ✓ AI chat integration — ask questions about a single request or your entire filtered list, get summaries, spot trends
- ✓ Query By Example (QBE) — advanced multi-field filtering that finds requests matching any combination of criteria
- ✓ Deep search — searches extend into journal entries, so a phone call note or escalation detail is always findable
- ✓ Full audit trail — tamper-proof log of every status change, assignment, and edit with timestamps and user attribution
- ✓ Workflow engine integration — automate routing, approvals, escalation steps, and task creation based on request attributes
- ✓ PDF export per request — generate a formatted PDF of any service request for records or handoff
- ✓ Configurable notifications — per-user preferences and admin-managed notification rules for assignment, updates, and resolution
- ✓ Customizable columns with CSV export — download the filtered request list for reporting
What sets it apart
Asset-linked tickets
Link any service request to a specific asset in your inventory — so when a laptop is reported broken, the ticket is tied to that exact device record with its serial number, warranty, and history.
Workload visibility for managers
The admin dashboard shows open requests broken down by assignee and by category — so you can see immediately if one tech is overloaded or if network issues are spiking this week.
Activity log builds the resolution history
Every note, update, and escalation is logged on the request with who wrote it and when — building a complete troubleshooting record that persists after the ticket closes.
Requesters can follow along
Employees can open their own request at any time to see status, who it's assigned to, and the full activity log — reducing "where is my ticket?" interruptions to your IT team.
AI-powered insights
Chat with AI about any single ticket or your entire filtered list — get instant summaries, spot patterns across open requests, or brainstorm solutions with full ticket context loaded automatically.
Tamper-proof audit trail
Every status change, assignment, edit, and resolution is logged with who did it and when — a complete, uneditable compliance record on every request.
Interested in this module?
Every module can be customized to match your exact workflow. Let's talk about what you need.
Get in touch →