Ticket Tracker
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NumberSubjectRequesterQueueSeverityStatusOwnerResponse due
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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.

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
  • Automatic acknowledgement with the ticket number and the committed response time
  • A ticket by hand, for a phone call
  • Editor and Viewer roles; every ticket stays in your own SharePoint

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
  • Reporting against the response commitments: 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.

Response commitments

Met: a first response at or before the ticket's due date. Missed: after it, or none yet with the date past. Open: no response yet and the date not yet reached. A ticket resolved with no reply on record counts by its resolved time. Tickets with no due date are counted as received only. Severity is the ticket's current severity.