IT Support Ticket Template
An internal IT helpdesk queue for the requests colleagues send you every week: passwords, laptops, access, and software.
Free for 6 months · No credit card · Live in about 5 minutes
Internal IT support rarely starts as a system. It starts as one person who is good with computers, and requests that arrive by direct message, corridor conversation, and the occasional email. That works until they take a week off and nobody can say what was outstanding.
This template sets up the queue that fixes it, without you having to decide the structure from scratch. It arrives with the four statuses most small IT teams converge on anyway, categories covering the requests that actually recur, and saved replies for the answers you retype most.
Who it’s for
One to a handful of people handling IT for the rest of the company, usually without a dedicated IT manager or a formal ITIL process.
What it fixes
- Requests arrive across Slack, email, and in person, so nothing has a single home
- Nobody can tell what is outstanding when the person who knows is away
- The same handful of questions get answered from scratch every time
- New starter setup gets missed because it lives in one person's memory
What you get, preconfigured
Pick this template at signup and the workspace arrives set up like this. Everything below can be renamed or removed afterwards.
The 4-stage workflow
New requests land in New. Once you pick one up it moves to In progress, which is the queue you actually work from. Waiting on user is the important one: it parks tickets where you've asked a question and are blocked, so your open list stays an honest picture of your own workload rather than everyone else's. Resolved closes it out.
6 ticket categories
3 saved replies
- “Password reset steps”
- “Request received”
- “Resolved, please confirm”
Each one is a full draft you edit, not a title. Placeholders fill in the requester’s name automatically.
Example tickets included
Seeded so the inbox isn’t an empty list on day one. Delete them whenever you like.
- Locked out, need a password resetPassword resetAccess
- New starter laptop setupHardware
- VPN keeps disconnectingNetwork
Setting it up
- 1Create a workspace. No credit card, no sales call.
- 2Pick the IT Support template. Statuses, categories, saved replies and example tickets are applied immediately.
- 3Connect the mailbox those requests already arrive at, by OAuth for Outlook, Gmail or Zoho, or by email and password for any other provider.
- 4Invite your team. Pricing is flat per workspace, so adding people costs nothing extra.
You can add another template later: a workspace can run several departments side by side under the same flat price.
Questions
What ticket categories should an IT help desk use?+
This template ships with six that cover most internal IT: Password reset, Hardware, Software, Access, Network, and Email. Keep the list short: a long category list slows down whoever is logging the ticket, which quietly discourages logging tickets at all. Add categories only when you notice a real gap.
How is this different from the IT Service Desk template?+
IT Support is the lighter of the two. IT Service Desk adds ITIL-style separation of incidents, service requests and change requests, plus an approval step. If you don't currently distinguish between a broken laptop and a request for new software, start here.
Can I change the statuses and categories afterwards?+
Yes. The template is a starting point, not a fixed structure. Every status, tag and saved reply can be renamed, added to, or removed from Settings once you're in.
Read next
Start with the IT Support template
Free for six months, whole team included. Set up yourself in about five minutes.