Helpdesk App Starter · Industry version
IT Helpdesk Template
An internal service desk that knows about laptops, licenses, and access — generated into code your IT team controls.
Internal IT isn't customer support with different customers. Tickets reference hardware, requests need manager sign-off, and half the queue is provisioning. This starter builds those objects into the schema and hands the whole desk to the team that has to live in it.
- 6 core entities
- SLA timers built in
- Code you own
- Vibe + Governed modes
01 · The problem
Why a generic Helpdesk falls short
A customer-support helpdesk models a conversation; an IT desk models a conversation about a thing. 'My laptop won't boot' is only actionable next to the laptop's record — model, age, warranty, what else was installed last week. Generic tools leave the asset in the subject line, so every hardware ticket starts with an interrogation.
Then there's approval. Access to the finance system or a paid license isn't granted because someone asked nicely in a ticket — it needs a manager's recorded yes. Bolting approvals onto a generic desk means side-channel emails and a compliance story that falls apart at audit time.
Provisioning is the third mismatch. Onboarding a hire is eight coordinated tasks across accounts, hardware, and access, with a hard deadline of day one. A flat ticket queue turns that into eight unlinked tickets and a hope that nothing falls through.
02 · Data model
The data model, adapted
Everything in the base Helpdesk starter —
ticketsticket_messagesagentsteamssla_policiestags— plus the entities this industry actually runs on:
| table | what it holds |
|---|---|
assets | Laptops, monitors, phones, and peripherals with model, serial, assignee, and warranty — linkable from any ticket. |
access_requests | Requests for systems, licenses, and permissions, each carrying its approver, decision, and grant date. |
approvals | Recorded sign-offs tied to requests and tickets — who approved what, when, and under which policy. |
03 · Screens
Modules through the industry lens
Asset-aware ticket queue
01Tickets link to the affected asset, so the queue shows the machine's history alongside the complaint. Recurring failures on the same model become a report instead of a hunch, and warranty status is visible before anyone books a repair.
SLA timers by request class
02Password resets, outages, and hardware orders don't share a clock. Policies here key on request category — a locked-out employee is a fifteen-minute promise, a new monitor is a three-day one — and the breach report distinguishes them.
Internal knowledge base with self-service deflection
03The help center faces employees, not customers: VPN setup, password rules, how to request software. Articles surface in the ticket form as people type, so the fix arrives before the ticket does — and view counts tell you which docs earn their upkeep.
04 · In practice
Workflows it models
New-hire provisioning
01One onboarding request fans out into linked tasks — account creation, laptop assignment from stock, access grants with approvals — all tied to a start date. The dashboard shows exactly which hire is missing what, three days out.
Access request with sign-off
02An employee requests a system; the request routes to their manager and the system owner, both decisions are recorded, and the grant lands with a date. When the auditor asks who approved finance access in March, the answer is a query.
Major incident communications
03When the wiki goes down, thirty duplicate tickets link to one incident. Status updates post once and reach every affected requester; the incident closes all children at resolution, and the SLA report counts one event instead of thirty misses.
IT Helpdesk template — frequently asked questions
How is this different from an ITSM suite?
ITSM suites are bought by the module and configured for months. This starter generates the desk most IT teams actually need — tickets, assets, access requests, approvals, a self-service portal — as one codebase your team owns, extensible in an afternoon rather than a procurement cycle.
Does it track hardware and software assets?
Assets are first-class records with model, serial, assignee, and warranty, and tickets link to them directly. For deeper lifecycle work — license seat counts, depreciation, audit trails — there's a dedicated IT asset tracker starter that pairs with this desk.
Can approval chains match our policy?
Approval logic lives in your code, so chains can key on whatever your policy keys on — cost thresholds, system sensitivity, requester department. Two-step sign-offs and delegation during vacations are edits, not enterprise-tier features.
Can employees see ticket status without agent seats?
Everyone in the company gets the requester view — submit, track, comment — because seats aren't sold here. The agent workspace is a role in your database, and granting it to the intern on Fridays costs nothing.
Related
Dual7 App Starters
Build your IT Helpdesk on your terms
An internal service desk that knows about laptops, licenses, and access — generated into code your IT team controls. Describe your version to start — the output is a project you own.