Every request, routed to the right team & resolved on time.
From a dead Wi-Fi connection to a missing salary slip, YPage Helpdesk sends every ticket to the right department, starts the SLA clock and escalates automatically, so nothing slips through the cracks.
- Department queues
- SLA timers & auto-escalation
- Portal for external customers
Good morning, Ravi 👋
| Ticket | Priority | SLA |
|---|---|---|
| Internet not working on 3rd floorHD-2610-00042 · IT › Network | Urgent | 32m left |
| Mouse not working, need replacementHD-2610-00041 · IT › Hardware | Medium | On track |
| VPN access for new joinerHD-2610-00038 · IT › Software | High | Breached |
| Printer jammed in accounts bayHD-2610-00035 · IT › Hardware | Medium | On track |
- IT support
- Human resources
- Admin & facilities
- Accounts
- Customer support
Everything your support teams need to close tickets faster
From the moment a request is raised to the final rating, every step is tracked, timed and visible.
Departments & categories
Set up IT, HR, Admin or any team, each with its own categories and sub-categories, like IT › Hardware › Mouse replacement.
Smart assignment
Tickets land in the department queue, or go straight to an agent by round-robin, least-busy or a category's default owner.
SLA timers
Response and resolution targets per priority and department. The clock pauses while you wait on the requester.
Multi-level escalation
Escalate manually, or let the system do it when an SLA is breached, moving up a three-level matrix you define.
Instant notifications
In-app alerts and email for new tickets, replies, assignments, due-soon warnings and escalations.
Team collaboration
Internal notes the requester never sees, watchers, canned replies and attachments, all on one ticket timeline.
Customer portal
External customers sign up, raise tickets with public departments and track progress without seeing internal work.
Reports & CSAT
SLA compliance, response and resolution times, agent performance and 1–5 star ratings, with CSV export.
From "it's not working" to "resolved" in one place
A conversation, a clock and a clear owner on every ticket.
The whole story on one page
Requesters and agents talk on the ticket. Agents add private notes for each other, insert canned replies and put the ticket on hold when they need more information.
- Public replies and internal notes, clearly separated
- Attachments, watchers and a full activity log
- Requester replies reopen on-hold tickets automatically
Wi-Fi keeps dropping on the 3rd floor since morning. Whole sales team is affected.
On it. Could you confirm if the wired ports at your desks are working?
3F access point is rebooting in a loop. Replacing it from spares.
Nothing sits forgotten in a queue
Every ticket gets response and resolution deadlines. Agents get a warning before a deadline, and if it is missed the ticket climbs your escalation matrix automatically.
- Targets per priority, with department overrides
- Three escalation levels per department
- Requesters can escalate too, with a cool-down
- L1Sunil Kumar · IT agentAssigned automatically (round-robin)10:02
- L2Ravi K. · IT HeadEscalated by requester: whole sales team blocked14:02
- L3Anita · AdminNext, if still unresolved—
Know how every team is doing
Each person sees the numbers for the tickets they can access. Heads see their departments; admins see everything.
- Open, unassigned, overdue and escalated at a glance
- SLA compliance, response times and CSAT per agent
- Filter by date and department, export to CSV
| Agent | Resolved | CSAT |
|---|---|---|
SKSunil K. | 48 | 4.8 |
MIMeena I. | 41 | 4.6 |
KRKiran R. · HR | 27 | 4.5 |
Support for customers, not just colleagues
External customers get their own sign-up and portal. They raise tickets with the departments you make public and follow every update, while internal notes stay internal.
- Self sign-up with email verification (can be turned off)
- Only public departments are offered to customers
- Close and rate tickets when the job is done
Customer portal
Four steps from request to resolution
Simple for the person asking for help, structured for the team giving it.
1. Raise
Pick the department, category and sub-category, describe the issue and attach a screenshot.
2. Route
The ticket goes to the right queue or agent, and the SLA clock starts. Everyone involved is notified.
3. Resolve
Agents reply, add notes, change status and transfer if needed. Escalation kicks in if time runs out.
4. Close & rate
The requester confirms the fix and rates the service. Resolved tickets close automatically after a few days.
The right view for everyone involved
Role-based access means each person sees exactly the tickets and tools they need.
Super Admin & Admin
Set up departments, categories, SLAs, escalation and users, and see every ticket and report.
Department heads
Own their department's queue: assign, reassign and transfer tickets, and receive escalations.
Agents
Work their queue and assigned tickets with replies, notes, canned responses and status changes.
Employees
Raise requests to any department, follow progress, reply, escalate and rate the help they got.
Customers
A separate portal to raise and track tickets with the departments you open to the public.
Watchers
Loop in a manager or colleague on any ticket so they get updates without being the owner.
Frequently asked questions
Which departments can use it?
Any team that handles requests: IT, HR, Admin and facilities, Accounts, customer support and more. Each department gets its own categories, members, assignment rules and escalation matrix.
Can external customers raise tickets?
Yes. Customers sign up on the portal, verify their email and raise tickets with the departments you mark as public. Self sign-up can be switched off if you prefer to invite customers yourself.
How does escalation work?
Each department has up to three escalation levels, each mapped to a person. A ticket moves up a level when someone clicks Escalate with a reason, or automatically when a response or resolution SLA is breached. The new owner, the department head and the previous assignee are all notified.
What happens to the SLA while we wait for the requester?
Putting a ticket on hold pauses the clock. When the requester replies, the ticket goes back to in progress and the deadlines move forward by the time it spent waiting.
Will the requester see our internal discussion?
No. Internal notes are visible only to staff working on the ticket. Requesters see public replies, status changes and attachments shared with them.
How are people notified?
Through the notification bell inside the helpdesk and by email, for new tickets, replies, assignments, status changes, due-soon warnings and escalations.
Does it work on mobile?
Yes. The helpdesk and the customer portal are fully responsive, so tickets can be raised and answered from a phone, tablet or desktop.
How do we get started?
Send us a message using the form below. We will walk you through a demo and help you set up your departments, categories, SLAs and team.
Ready to stop chasing requests over chat and email?
See how YPage Helpdesk gives every request an owner and a deadline.
Let's set up your helpdesk
Want a demo, have a question about pricing, or need help mapping your departments? Send us a message and our team will get back to you.
- Personalised demoA walkthrough built around your own departments.
- Guided setupWe'll help you configure categories, SLAs and escalation.
- Email us directlyhello@ypage.in