From email accounts to Wi-Fi, projectors to CCTV requests — staff and students raise a ticket, Solution routes it, reminds until work starts, and keeps everyone informed until the loop is closed.
Each category maps to a team member. New tickets land in the right inbox instantly — no forwarding, no confusion.
Assignees get nudged every 2 hours until they acknowledge. After three reminders, the admin is alerted automatically.
The requester is emailed at every step and must confirm the fix — or reopen it. Nothing falls through the cracks.
SLA breaches, workload per technician, category trends and resolution times — visible at a glance.
Each institution gets its own isolated helpdesk, users, routing rules and reports under one platform.
Hardened authentication, role-based access, rate limiting and a full audit trail on every ticket.