How-to guide · ⏱ 20 minutes
Set up a simple IT help desk
Let coworkers ask for help without seeing each other's requests, route everything to your IT person, and keep a record of every fix.
In a small business, "IT" is usually one person (maybe you) and requests arrive as "got a sec?" This gives them a front door.
1. Start from the IT help template
Stacks → + New stack → IT help (laptops, logins and access requests). (Create your first stack)
2. Let everyone ask, privately
In Sharing, keep the stack on Everyone and under What can everyone do? pick Send requests. Coworkers can create tickets and see only their own; nobody sees anyone else's password-reset request. Then + Add a person for your IT person and give them Work tickets or Run it. (Who can see a stack)
3. Route it automatically
In the editor's Stages, set the first step's New tickets go to to your IT person, so every request goes straight to IT. (Automatic actions)
4. Take requests by email too
Turn on By email in Getting in and give it an easy address. Some people will always just send an email. Now that's fine. (Tickets by email)
5. Close the loop
Add a step email to the requester when the ticket is done: "All set! Reply if anything's still not working." (Step emails)
Why it pays off
After a few months, Reporting → Opened vs closed and the ticket list filtered by category show where the time goes. That's how you make the case for new laptops. (Reports)
Related
- Who can see a stack (stack roles)Team or private, and what Owners, Managers, Editors, Viewers and Requesters can each do.
- Tickets by emailGive a stack its own email address, so emails become tickets and replies become comments.
- Automatic actionsLet a step assign the owner, fill in a field or call another system, so routine busywork happens by itself.
- What requesters seePeople who send a form or an email get a confirmation, a page to follow their request, and only what you choose to share.
Still stuck? Email hello@ticketstacker.com. A real person reads every message.