ELITE
{{ nowLabel }}
Notifications
No notifications yet.
No tickets are near breach.
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{{ banner.title }} {{ banner.text }}
{{ k.label }}
{{ k.value }}
{{ k.note }}
Approaching breach
Past {{ warn }}% of resolution time or already breached, soonest firstNothing is close to breach.
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| Ticket | Subject | Dept | Priority | Status | Resolution SLA |
|---|---|---|---|---|---|
| {{ t.id }} | {{ t.subject }} {{ t.cat }} · {{ t.requester }} |
{{ t.dept }} | {{ t.pri }} | {{ t.status }} | {{ t.slaText }} |
My requests
{{ annCountLabel }} · check before opening a ticket
{{ a.type }}
{{ a.deptLabel }}
{{ a.postedLabel }}
{{ a.title }}
{{ a.body }}
{{ awaitingTitle }} A technician needs more information before they can continue.
My tickets
| Ticket | Subject | Department | Status | Assigned to | Expected by |
|---|---|---|---|---|---|
| {{ t.id }} | {{ t.subject }} |
{{ t.dept }} | {{ t.assigneeLabel }} | {{ t.expectedLabel }} |
All tickets
{{ listCount }} shown
{{ bulkCount }} selected
| Ticket | Subject | Dept | Priority | Assignee | Status | Resolution SLA | |
|---|---|---|---|---|---|---|---|
| {{ t.id }} | {{ t.subject }} {{ t.cat }} · {{ t.createdLabel }}{{ t.srcSuffix }} |
{{ t.dept }} | {{ t.pri }} | {{ t.assigneeLabel }} | {{ t.status }} | {{ t.slaText }} |
No tickets match these filters.
New ticket
Start from a template
Known issues in {{ form.dept }}. If one of these matches your problem, you don't need to submit a ticket.
{{ a.type }}
{{ a.deptLabel }}
{{ a.postedLabel }}
{{ a.title }}
{{ a.body }}
Add a subject so the team knows what this is about.
{{ formFieldsTitle }}
{{ fieldErr }}
Screenshots, logs or documents
Service level for this ticket
First response
{{ formSla.resp }}
Resolution
{{ formSla.res }}
If submitted now, resolution is due {{ formSla.due }}. It will be routed to {{ formSla.assignee }} in {{ form.dept }}.
SLA time counts {{ bhSummary }}. The clock pauses while a ticket is waiting on you.
Announcements
Active announcements show on every requester's dashboard and on the new ticket form for the matching department.
{{ annEditor.heading }}
Add a title.
| Type | Announcement | Department | Status | Affected | Posted | |
|---|---|---|---|---|---|---|
| {{ a.type }} | {{ a.title }} |
{{ a.deptLabel }} | {{ a.status }} | {{ a.count }} | {{ a.postedBy }} {{ a.postedWhen }} |
Reports
{{ k.label }}
{{ k.value }}
{{ rep.title }}
{{ rep.chartNote }}{{ c.display }}
| {{ c }} |
|---|
| {{ cell }} |
Scheduled delivery
Reports are emailed automatically to the recipients below.Email {{ schedCurrentName }}
Enter at least one valid email address.
| Report | Schedule | Format | Recipients | Next run | |
|---|---|---|---|---|---|
{{ x.name }} {{ x.range }} · {{ x.last }} |
{{ x.freq }} | {{ x.fmt }} | {{ x.toCount }} |
{{ x.next }} |
Admin
{{ d.name }}
{{ d.techCount }} technicians · {{ d.activeCount }} activeCustom fields on every {{ d.name }} ticket
| Name | Department | Role | Active tickets | |
|---|---|---|---|---|
| {{ u.name }} | {{ u.email }} | {{ u.active }} |
Targets by priority
| Priority | First response (hrs) | Resolution (hrs) | Active |
|---|---|---|---|
| {{ p.key }} {{ p.name }} | {{ p.active }} |
Reminders
Email assignee at warning threshold
One email per ticket
Email assignee and admin at breach
Sent when the resolution target passes
Email technicians when assigned
Includes the ticket, priority, SLA time left and any note
Microsoft Teams message when assigned
Direct message from the Service Desk app
Business hours
Count SLA time only in business hours
{{ bhSummary }}
Pause SLA while waiting on requester
The clock restarts when the requester replies
Auto-close resolved tickets after
Requesters can reopen until then
days
Holidays
SLA clocks stop on these dates.
| {{ x.name }} | {{ x.label }} |
Rules run against every active ticket. Set each department's lead on the Departments tab.
| When | Then | Status | |
|---|---|---|---|
{{ escFiredLabel }}
Mailboxes
Mail sent to these addresses becomes a ticket. Replies that keep [ECP-1234] in the subject line are added to that ticket instead.
| Address | Department | Priority | Status | Tickets |
|---|---|---|---|---|
| {{ m.addr }} | {{ m.count }} |
@eliteconsultingpartners.com
Send a test email
{{ simResult }}
Technicians insert these from the reply box. {first}, {ticket} and {agent} are filled in automatically.
Download a year of resolved and closed tickets to CSV, then delete them to keep the service desk fast. Open tickets are never deleted.
Will be deleted
{{ purge.closed }}
Still open (kept)
{{ purge.open }}
Attachments
{{ purge.files }}
1
Download CSV
Includes every field, custom fields, watchers, attachment names and the full conversation, internal notes included.
2
Delete from the service desk
Permanently removes {{ purge.closed }} tickets and their attachments. Reports for {{ purge.year }} will no longer include them. This can't be undone.
Download the CSV first.
Deletion history
| Year | Tickets deleted | Deleted by | When | CSV file |
|---|---|---|---|---|
| {{ x.year }} | {{ x.count }} | {{ x.by }} | {{ x.when }} | {{ x.file }} |
Templates appear at the top of the new ticket form and pre-fill department, category, priority and subject.
{{ t.usage }} used
Fields