Internal helpdesk module
Internal requests in one place, not scattered across chats
Employees open a ticket themselves for any issue — from a broken laptop to a faulty air-conditioning unit — and every request gets a number, a category and an owner. Nothing gets lost among emails and chat messages anymore.
From request to resolution, without dropping anything on the way
Self-service for employees
Anyone in the company opens a ticket themselves, straight from the app — they describe the issue, pick a category, and that's it. No lost emails and no wondering who to ask.
- Open a ticket in a few steps
- Works on mobile too (PWA)
- The request lands with the right team
Clear categories for every request
Each ticket gets a category — IT, air-conditioning (HVAC), HR/Admin or Other — so you know at a glance what it's about and who handles it.
- IT, HVAC, HR/Admin and Other
- Filter and group by category
- Easier routing to the right owner
Triage and assignment to an agent
New requests land in a triage queue, from where you assign them to the right agent. Every ticket has a clear owner, so nothing ends up belonging to no one.
- Triage queue for new requests
- Assignment to the right agent
- A clear owner for every ticket
Sequential numbering
Each ticket gets a unique, sequential number, easy to cite in a conversation or a report. A clear reference, no confusion.
- A unique number for every ticket
- Easy to cite in conversations
- A stable reference over time
Comment thread and internal notes
The whole discussion on a request stays in one thread. Agents can add internal notes, visible only to the team, separate from what the person who opened the ticket sees.
- Discussion organized in a thread
- Internal notes visible only to the team
- A full history of the request
Auto-reopen on reply
If the person who opened the ticket comments again after it was closed, the ticket reopens automatically. No request stays closed before it's truly resolved.
- Reopen on a new comment
- Nothing closed too early
- The request comes back to the agent
Email and chat vs. Workly
Requests over email / chat
- Requests scattered across email, chat and verbal messages, easy to forget
- No one is sure who is handling each issue
- No clear reference — hard to track what was discussed and when
- A half-"resolved" request stays forgotten and never comes back
Helpdesk with Workly
- All requests in one place, with a category and an owner
- Triage queue and assignment — every ticket has an agent
- Sequential number and comment thread with a full history
- Auto-reopen when the requester replies again
Frequently asked questions about the internal helpdesk
What kinds of requests can be handled?
Any internal employee request — IT issues, air-conditioning (HVAC) faults, requests to HR or admin, plus an Other category for the rest. Categories help you route the ticket quickly to the right team.
How does a request reach the right person?
New tickets land in a triage queue, from where you assign them to the responsible agent. Each ticket then has a single clear owner, and requests no longer go unattended.
What happens if an issue comes back after it's closed?
If the person who opened the ticket comments again after it was closed, the ticket reopens automatically and comes back to the agent's attention. That way nothing stays closed before it's truly resolved.
What are internal notes?
They are comments visible only to the helpdesk team, separate from the discussion the employee who opened the ticket sees. Useful for coordinating between agents without cluttering the conversation with the requester.
Built for companies in Romania
Protected data (GDPR)
Ticket data is protected, and personal information is deleted automatically at the end of the retention period.
Local support, in Romanian
A support team in Romanian that understands the reality and the workflows of companies in Romania.
App on your phone (PWA)
Employees open and follow tickets straight from their phone — it installs from the browser, no app store.
Explore the other modules too
Ready to bring all internal requests into one place?
We'll show you Workly on your company's workflow, in a short demo.
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