Powerful Helpdesk Features to Support Every Employee Request
Structured Ticket Creation
Raise tickets with defined fields for category, nature of issue, priority, description, and requester details. Tickets can be created for self or on behalf of team members for seamless internal suppor...
Technician Console
Dedicated workspace for IT, HR, and Admin teams to view assigned tickets, work-in-progress requests, SLA-breached tickets, and daily completed activities, helping them manage workloads effortlessly.
Overall Management Dashboard
Managers and department heads get a consolidated view of total tickets, open tickets, today’s tasks, on-track cases, and SLA breaches, ensuring complete governance and continuous service performance v...
Self-Service Helpdesk
Employees can log IT, HR, Admin, or facility requests digitally instead of walk-ins. Guided self-troubleshooting helps resolve basic issues before ticket creation, reducing workload and improving turn...
Asset-Linked Ticketing
Link issues directly to laptops, printers, systems, and other assets pulled from FAM or Helpdesk Asset Master, ensuring accurate tracking, quicker diagnosis, and structured asset-wise service records.
Smart Notifications & Alerts
Once a ticket is raised or updated, assigned teams receive instant notifications via email and WhatsApp. Requesters stay continuously informed about ticket progress, remarks, and closure status.
Priority-Based Ticket Handling
Set ticket priority as Low, Medium, or High to ensure critical issues receive faster attention. Helps support teams plan workloads effectively and address urgent business-impacting issues first.
Detailed Ticket Insights
Technicians get complete visibility into requester details, category, description, assets, remarks, and work logs, ensuring clarity, accountability, and accurate understanding before initiating resolu...
Work Log & Communication Tracking
Technicians can log effort hours, add work notes, and view requester communications in one place. This central record ensures transparency, better tracking, and structured internal collaboration.
Service Definition & Form Builder
Create customized ticket forms using a drag-and-drop builder. Define fields, workflows, and approvals to introduce new service request categories without development dependency or system limitations.
Service Request Dashboard
View and manage all submissions from custom-built forms in one centralized dashboard, helping teams track specialized service requests with complete clarity and structured processing.
Asset & Asset Type Management
Create and categorize organization assets like laptops, peripherals, and equipment. Link them to helpdesk operations to support structured asset governance and accurate service association.
Parameter & Parameter Set Management
Define reusable parameters, group them logically, and ensure standardized inputs across helpdesk forms. Only managers and authorized users can configure parameters for governance control.
SLA Configuration & Monitoring
Define ticket response and resolution timelines for different request types. Monitor SLA performance, track breaches, and ensure every ticket is resolved within committed turnaround timelines.
Intelligent Ticket Assignment
Automatically assign tickets to the most suitable technician or team based on predefined rules, ensuring the right resources handle the right issues for faster and smarter resolution.
Get a Closer Look at GoodBooks Helpdesk
Walk through real product screens and experience how internal support requests are tracked, managed, and resolved with complete clarity.