IT Ticket Management
Efficient IT support is essential to keeping your organization running smoothly. Stackby’s IT Ticket Management Template provides a comprehensive, customizable solution to track, manage, and resolve internal IT issues with clarity and speed. Designed for IT help desks, system administrators, and technical support teams, this template gives you a structured way to streamline your ticketing workflow—from issue reporting to resolution.
Whether your company handles a handful of support tickets or dozens per day, organizing them efficiently can prevent SLA breaches, reduce response time, and boost internal satisfaction. With this template, you can not only log each support ticket but also track key details like requestor information, ticket priority, issue categories, assigned agents, resolution status, and SLA timelines.
What This Template Offers
This template is structured into multiple connected views to offer full visibility into your support process. Here’s a breakdown:
1. Support Tickets View
Capture all incoming IT issues in a central table. Each ticket can be logged with an auto-generated ID, priority, description, requester details, department, and issue category. You can assign tickets to specific agents, update their status, and track SLA deadlines and resolution time.
2. Agent Directory
Keep a centralized list of your IT support team members. Track their contact info, skill levels, roles (Level 1, 2, or 3), and total tickets assigned. This ensures that requests are always routed to the right person based on issue type or expertise.
3. Requester & Department Directory
Know who raised each issue and from which department. This makes follow-up easier and gives insights into recurring problems in specific teams like HR, Finance, or Marketing.
4. Issue Categories
Classify each ticket based on predefined issue categories like Hardware, Software, Network, or Access. Assign default SLA durations to each category to help your team stay accountable and prioritize effectively.
Key Functional Highlights
Priority & Status TrackingInstantly view the status of every ticket—whether it’s Open, In Progress, Resolved, or Closed—along with priority levels from Low to Urgent.
SLA & Resolution MetricsUse built-in date and formula columns to track SLA due dates, measure actual resolution time, and flag overdue tickets.
Agent Assignment & WorkloadLink each ticket to an agent from your support team. Analyze individual workloads using formulas to ensure even distribution and fast response.
Automated Views & FiltersCreate filtered views like “High Priority Tickets,” “Tickets Due Today,” or “Resolved This Week” to keep your team focused on what matters most.
Attachment & Communication LogsAdd screenshots, documents, or logs to each ticket. Use long text fields to track back-and-forth conversations with requesters.
Use Cases
In-House IT TeamsTrack internal requests across all departments, improve SLA compliance, and ensure quicker turnaround.
Managed IT Service Providers (MSPs)Use the template to manage client tickets in a white-labeled workspace and report on resolution times.
Startups & SMEsImplement an easy-to-use IT help desk system without the cost of complex software.
Educational or Government InstitutionsLog and resolve tech issues from faculty, students, or staff while maintaining audit trails.
Why Use Stackby for IT Ticket Management?
Unlike rigid help desk software, Stackby lets you fully customize the template to your needs. You can:
Build ticket submission forms for employees
Create automated reminders and status updates
Visualize workload via Kanban boards or calendar views
Integrate with tools like Slack or Gmail to trigger alerts or auto-create tickets
This flexibility makes Stackby ideal for businesses that need a lightweight yet powerful IT management system. Get started instantly, adapt the fields as you grow, and centralize your ticket lifecycle in a collaborative workspace.
Would you like me to now help create:
A visual layout or screenshot mockup?
Help text for each column in the template?
Dashboard metrics (e.g., ticket status summary, agent workload charts)?