Tickets for everything
Maintenance, IT support, service requests, work orders, guest issues and internal tasks.
Help Desk & Operations Software
Help desk and workflow software for your teams. Every request, fault or task becomes a ticket with an owner, a deadline and a clear path to closed.
Smart Suite · Operations
Smart Suite
My tickets
All tickets
Assigned to me
Overdue
Reports
Tickets
Help desk · This week
- Raised
- Assigned
- Working
- Resolved
- Closed
Within SLA
Resolved
Verified
Open tickets
Air conditioner, Room 12Assigned to maintenanceWorking
Laptop set up for new staffWaiting for the requesterVerify
Printer jam, front deskSLA deadline passedOverdue
Ticket closedVerified by the requester
Key features
Requests that never get lost.
Tickets carry their history, attachments and deadlines from the moment they are submitted.
Assignment
Supervisors assign, reassign, escalate or reject; the assignee does the work.
SLA deadlines
Response and resolution targets set automatically from priority.
Overdue tracking
Overdue tickets are flagged and chased with reminder emails.
Hold & resume
Put work on hold with a reason; the SLA clock can pause.
Requester verification
The person who raised it confirms the fix, or reopens it.
Required documents
Ticket types can demand photos or quotes before submitting.
Confidential tickets
Visible only to the initiator, assignee, watchers and admins.
Dashboard & reports
Queue health, department queue and CSV ticket reports.
Every ticket tracked
Deadlines you can see.
Each ticket gets response and resolution targets from its priority the moment it is submitted.
- Assigned to an active employee in the right department
- Required photos or quotes before submitting
- On hold with a reason; the SLA clock can pause
- Overdue reminders by email
Operations · Ticket
Air conditioning not cooling
Maintenance request · Facilities
Assigned to technicianActive employee · Facilities
Photo attachedRequired by ticket type
SLAresolve in 24h
- Submitted
- Assigned
- In progress
- Resolved
Overdue reminder sentNever more than once a day
Requester sign-off
Closed only when it is fixed.
The person who raised the ticket confirms the fix, or sends it back.
- My Verifications lists every resolved ticket
- Reopen returns it to the assignee
- A watchlist for tickets you follow
- Email updates at every step
My Verifications
Tickets you raised
Projector in boardroomResolved
Resolution: Fixed / Completed
Verify & closeReopen
Network accessIn progress · on scheduleOpen
Printer jamReopened by youReopened
Ticket closedConfirmed by the requester
How it works
From raised to closed.
Clear hand-offs: requesters raise and verify, supervisors route, assignees do the work.
- 01
Submit
Raise the ticket; it gets a number and SLA deadlines.
- 02
Assign
A supervisor picks an active employee in the right department.
- 03
Work
The assignee starts, logs progress, holds and resumes.
- 04
Resolve
Record a resolution code and summary.
- 05
Verify & close
The requester confirms it is fixed, or reopens.
Ready on day one
Sensible defaults included.
Start with ready-made settings and adjust them to how your teams work.
- 1
Categories
Facilities, IT Support, Guest Services, Operations, Audit & Compliance.
- 2
Hold reasons & resolution codes
Standard lists for holding and resolving tickets.
- 3
SLA policies
Critical to Low targets, from 30-minute response to 120-hour resolution.
Connected
Connected with the rest of Smart Suite.
Operations uses your people, workspace and email so tickets reach the right person.
HR
Assignees are active employees in the chosen branch and department.
My Workspace
Requests, assigned tickets, verifications and watchlist in one place.
Email notifications
Emails on assignment, progress, resolution, reopening, escalation and overdue.
Print & PDF
Print a ticket with its details and full history.
Other Smart Suite modules
Accountability
Deadlines that stick.
Every open ticket is measured against its targets.
Response & resolution targets
Set per priority, and optionally per ticket type.
Overdue reminders
Process overdue sends reminders, never more than once a day per ticket.
Reopen if not fixed
Requesters reopen tickets that are not really resolved.
Who uses it
Built for every team.
Facilities, IT, maintenance and service teams share one help desk.
Requesters
Raise, track, verify and reopen their own tickets.
Assignees
Technicians, IT and maintenance staff who do the work.
Supervisors
Assign, reassign, escalate and watch the department queue.
Managers
Dashboard, reports and CSV exports.
FAQ