Helix Desk is a service desk and issue tracker. Agents work tickets through workflows you draw yourself, every ticket gets an SLA deadline from its priority, and requesters raise and follow their own requests in a simple portal.
Admins draw statuses and moves on a diagram and add conditions, validators and post-functions to each move.
Each priority sets a deadline, and the server checks every minute and flags breaches.
Rules run when a ticket is created, updated, commented on or passes its SLA, check conditions, then set fields or add a comment.
Requesters raise requests, see only their own, and are notified when the status changes or someone replies.
An email with a ticket key in its subject becomes a comment on that ticket, and any other email becomes a new request.
A kanban board by status, and reports on SLA met, tickets resolved and created versus resolved.
Runs on: Any modern browser, installable as an app on desktop and phone.
Helix Desk is up and running, with access kept private while we polish it. Leave your email and we will let you know when you can use it.