Without the platform
Information about Service Desk lives in separate spreadsheets, and nobody knows which version is current.
With Partiu Formatura
5 modules share the same class, graduate and event records.
Platform and intelligence · Service Desk
The team's internal tickets with queue, SLA and history, with no rollout ritual
The team's own tickets for IT, infrastructure, HR, finance, event operations and facilities, built on the same design as the Tickets that serve graduates. Any dashboard user opens and follows their own tickets; agents see the whole queue. Support teams with members, a category that suggests the team, configurable priorities, an SLA per category and priority in business hours with the clock paused while waiting on the requester. Internal notes the requester cannot see, attachments, references to other records and indicators. Default priorities, categories and SLA are born on the first ticket: anyone who has Tickets already has Service Desk.
The problem and the solution
What changes when Service Desk works inside the platform
This is connected information about classes, graduates and events across 5 modules, replacing scattered spreadsheets and messages.
Without the platform
A request for a number takes time because someone has to combine data from several places.
With Partiu Formatura
Opening and Tracking and Teams and Categories update together, with figures ready for the next meeting.
Without the platform
The process depends on who is working that day, and its history disappears.
With Partiu Formatura
Everyone follows the same workflow, with recorded actions and role-based permissions.
Without the platform
Connecting with other departments means exporting spreadsheets and entering data again.
With Partiu Formatura
Service Desk shares information directly with other areas of the platform.
How it works
How information moves through Service Desk
Each step is a real module in this area. Its output moves to the next step without anyone entering the same information again.
What is available in Service Desk
- Opening and TrackingAny dashboard user opens a ticket and follows their own; agents see the whole queue.6
- Teams and CategoriesSupport teams with members and a category that suggests who handles it.4
- Priorities and SLASLA per category and priority, in business hours, with the clock stopped while waiting on the requester.5
- Status, Internal Notes and AttachmentsSeven ticket statuses and an internal conversation the requester cannot see.4
- Indicators and PermissionsQueue indicators and six separate permissions, inside the Support module.4
Featured
Nasce pronto na primeira abertura
Qualquer usuário do painel abre chamado para TI, infraestrutura, RH, financeiro, operação de eventos ou facilities. A categoria sugere a equipe, o SLA conta em horário útil e para enquanto espera o solicitante, e as notas internas ficam só entre quem atende. Quem contratou Tickets já tem Service Desk.
See this in action- Sete status, do novo ao fechado
- Quatro prioridades padrão, configuráveis
- Anexos e referência a ativo, evento ou turma
- Six permissions: open, view, handle, assign, reports and configure
Opening and Tracking
Any dashboard user opens a ticket and follows their own; agents see the whole queue.
- Any dashboard user opens a ticket, no special permission needed
- "My tickets" screen with what the person opened themselves
- Agents see the whole queue
- Attachments on the ticket
- Reference to another system record: asset, event or class
- Top-level item in the dashboard menu
Teams and Categories
Support teams with members and a category that suggests who handles it.
- Support teams with members: IT, infrastructure, HR, finance, event operations, facilities
- The ticket category suggests the team that handles it
- Ticket assignment to a team member
- Default categories created on the first ticket, no setup ritual
Priorities and SLA
SLA per category and priority, in business hours, with the clock stopped while waiting on the requester.
- Configurable priorities, with 4 defaults
- SLA per category and per priority
- Counted in business hours
- Clock paused while the ticket is waiting on the requester
- Default SLA is born on the first ticket
Status, Internal Notes and Attachments
Seven ticket statuses and an internal conversation the requester cannot see.
- Statuses: new, in progress, waiting on requester, waiting on third party, resolved, closed and canceled
- Internal notes among agents, invisible to the requester
- Attachments at any stage of the ticket
- Complete ticket history
Indicators and Permissions
Queue indicators and six separate permissions, inside the Support module.
- Indicators for the queue and the tickets handled
- Six permissions: open, view, handle, assign, reports and configure
- Part of the Support module: anyone who has Tickets has Service Desk
- Built on the design of Tickets, which serves graduates
Checklist
Everything included in Service Desk
All 23 features in this area, grouped by module so you can compare systems item by item.
- Any dashboard user opens a ticket, no special permission needed
- "My tickets" screen with what the person opened themselves
- Agents see the whole queue
- Attachments on the ticket
- Reference to another system record: asset, event or class
- Top-level item in the dashboard menu
- Support teams with members: IT, infrastructure, HR, finance, event operations, facilities
- The ticket category suggests the team that handles it
- Ticket assignment to a team member
- Default categories created on the first ticket, no setup ritual
- Configurable priorities, with 4 defaults
- SLA per category and per priority
- Counted in business hours
- Clock paused while the ticket is waiting on the requester
- Default SLA is born on the first ticket
- Statuses: new, in progress, waiting on requester, waiting on third party, resolved, closed and canceled
- Internal notes among agents, invisible to the requester
- Attachments at any stage of the ticket
- Complete ticket history
- Indicators for the queue and the tickets handled
- Six permissions: open, view, handle, assign, reports and configure
- Part of the Support module: anyone who has Tickets has Service Desk
- Built on the design of Tickets, which serves graduates
Want to see Service Desk in your operation?
See a demonstration using your own numbers, with no obligation. A conversation will help you decide whether the module solves your needs.