The platform
Five layers, one record, zero handover loss.
iPingDesk is built around a single ticket object. Everything else — portal, tasks, email, permissions, reporting — reads and writes to that same record.
Hemant · Customer
Users cannot submit attachments from the mobile portal. Screenshot attached.
receipt.pdf · 08/17/26 02:53 PM
Mayur I. · Internal note
Reproduced on iOS Safari. Assigning to Pournima, priority stays Medium.
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Ticket properties
- Status
- In Progress
- Priority
- Medium
- Assign to
- Pournima W.
- Type
- Access origin
- Sub category
- Access pending
Tasks to do
- Verify customer account
- Reproduce on device
- Attach fix reference
Architecture
How work moves through the system.
- 01
Intake
Tickets arrive from the customer portal, the admin console or support email, each stamped with a TKT reference the moment it's created.
- 02
Ownership
Request type, sub type, priority and assignee turn a message into accountable work with a single owner.
- 03
Resolution
Agents work through task checklists, public replies and internal notes without leaving the ticket.
- 04
Communication
In-app notifications and templated emails keep customers and staff current at every status change.
- 05
Intelligence
Every action feeds trend charts, priority mix and staff performance so decisions rest on real data.
Operations view
Leaders see the backlog before it becomes a problem.
Unresolved, open and closed counts update as the team works, next to trend and priority breakdowns.
Unresolved
Open
Pending
Unassigned
Tickets trend
Tickets by status
Ticket Management
Full lifecycle from creation to resolution, with tasks and history.
Customer Portal
Branded self-service space to raise, track and reply to tickets.
Admin Dashboard
Real-time operational view of volume, backlog and staff load.
Knowledge Base
Categories and articles that deflect repeat questions.
Notifications
In-app and email alerts on every ticket event that matters.
Email Communication
SMTP, templates, previews and full email logs.
Roles & Permissions
Granular role-based access for admins, managers and agents.
Analytics
Trends, priority mix, resolution and staff performance.
Security
Authentication, protected routes and audit logs.
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