Ticket Tracker
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⚙ Tools ▾
NumberSubjectRequesterQueueSeverityStatusOwnerReceivedDue
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New ticket

For a request that did not arrive by email, for example a phone call. Mail-borne tickets are created by the flow.

Optional. A screenshot, a document, anything the requester gave you. Files stay in your own SharePoint, in the site's library under Tickets/<number>. Up to 25 MB each.

Technicians

Someone appears here after they open the Ticket Tracker once.

SLAs

Off: no due dates, no SLA pills and no SLA report on the queue.

Business hours

Round the clock: every day, 00:00 to 24:00. Hour targets count business hours only.

Changes (the last 20)

    Lite and Premium

    Lite

    A shared inbox with a clock and an owner. Simpler than a spreadsheet, not more capable than a help desk suite.

    • Email in, ticket out — a flow in your own tenant turns mail to your support address into tickets and keeps replies on the thread
    • Reply from the app — sent as the queue address
    • The response clock — due by severity within your support hours, overdue in red
    • Response commitments you can switch on or off — the standard first-response rule, in Tools → SLAs
    • Automatic acknowledgement — sent with the ticket number and the committed response time
    • Work views — My tickets, Unassigned, Overdue and Waiting
    • A ticket by hand — for a phone call
    • Bring open tickets over from your old helpdesk — a form or an Excel template, checked and previewed before anything is written
    • Attachments on any ticket — kept in your own SharePoint
    • Editor and Viewer roles — every ticket stays in your own SharePoint
    Most complete

    Premium

    For a desk with more than one queue and commitments to report on.

    • Everything in Lite
    • AI triage — a suggested severity and category, and a drafted first reply
    • Several queues with one rollup — every queue's open, overdue and unassigned counts on one strip
    • Bring open tickets over with AI — paste an export from your old helpdesk and the form is filled in for you to check
    • Your own SLAs — assigned, first response and resolved targets, your hours and holidays, the clock paused while you wait on the customer
    • Reporting against your SLAs — met, missed and still open, by queue and severity, for any period

    Planned means designed and not yet built — it is not part of what Premium delivers today, and nothing here is charged for until it ships. This deployment is on the Lite plan.

    SLA report

    Met: assigned, replied to or resolved (the Kind) at or before the ticket's own target. Missed: after it, or not yet with the target past. Open: not yet, and the target not yet reached, or paused while waiting on the requester. A ticket resolved with no reply on record counts by its resolved time. A ticket judged with that kind off is counted as received only. Each ticket keeps the targets it arrived with. Severity is the ticket's current severity.