Ticket management: every request with a number, an owner and a full history
A ticket is more than a message. It is a record of who asked, what for, who is working on it, what was said and what changed. TixDesk gives each request type its own form and keeps a complete timeline of every event.
What a ticket contains
Requester & organization
Linked to branch, contract and assets.
Type, category, priority
Drives routing and SLA.
Custom fields
Per form and request type.
Attachments
Screenshots, documents, photos.
Owner & team
Every assignment logged.
Status & SLA
Live timers inside the ticket.
Working the ticket
| Capability | What it does |
|---|---|
| Public replies | Sent to the requester by email, WhatsApp or portal |
| Internal notes | Visible to the team only, with mentions |
| Timeline | Every change with time and author |
| Merge | Duplicates combined into one ticket |
| Sub-tasks | Work for other teams inside one request |
| Collision prevention | Warns when two agents reply at once |
| Time tracking | Logged per agent for reports and contracts |
| Advanced search | By 12 criteria and saved views |
Ticket types
Each type can have its own form, workflow and SLA.
Incident
Something is broken.
Service request
Something is needed.
Question
Information requested.
Complaint
Dissatisfaction to resolve.
Access request
Permissions.
Change request
A planned modification.
Ticket management questions
Can we define our own fields?
Yes, text, lists, dates, numbers, files and conditional fields per form.
Can tickets be merged?
Yes, duplicates are merged keeping replies and history.
Is every change logged?
Yes, in the ticket timeline and the audit log.
Every request accounted for
Numbered, owned and fully documented.
- Forms per request type
- Custom fields
- Complete history