IT helpdesk
An IT helpdesk where every ticket is tied to the asset
When a screen cracks or a phone is left in a cab, the employee raises a ticket on that item from their phone. IT sees who holds it, its warranty and its repair history in the same place, and the employee is emailed at every step.
- Tickets raised from My assets
- One inbox for every office
- Repairs, losses and requests in one flow
ISS-0087
Screen cracked
Damaged · Priya Sharma · Bengaluru
- ReportedPriya, from her phone, with a photo · 10:12
- In progressIT marked it in progress · 10:40
- Sent for repairDell service centre · laptop stays on Priya’s record
- ResolvedNote emailed: “Screen replaced, collect from the IT desk”
Example data
“My laptop is not starting” arrives on WhatsApp
IT replies, asks which laptop, asks for a photo, and forgets to tell the person when it is back from the service centre. Three months later nobody can say how many times that laptop went for repair, or whose it was when it did.
Employees raise a ticket on the item
On My assets, the employee picks the item and chooses Not working, Damaged, Lost or Stolen, with a short description. A photo is required for damage. It works in any phone browser, and people sign in with their work Google or Microsoft account or a password.
- Four kinds of ticket
- Photo required for damage
- No app to install
- Their open tickets on the same page
My assets
- Dell Latitude 5440LAP-0142
- iPhone 14PHN-0388
Report a problem
Dell Latitude 5440 · LAP-0142
One inbox for IT
Every ticket from every office lands in Issues, numbered ISS-0001 onwards, showing the asset, its tag, who holds it, the office and when it was reported. Filter by open and in progress, resolved or closed. New tickets can also post to a Microsoft Teams channel, and open tickets show on the dashboard.
- Asset, holder and office on each ticket
- Open, in progress, resolved, closed
- Teams alert for new tickets
- Open count on the dashboard
Issues
Reported by employees
One inbox for every office
- ISS-0087 · Screen crackedDell Latitude 5440 · Priya Sharma · photoDamaged
- ISS-0086 · Battery drainsHP EliteBook 840 · Arjun MehtaIn repair
- ISS-0085 · Phone lost in cabiPhone 13 · Karan ShahLost
The employee is told at every step
Mark in progress tells the employee you are on it. Resolve, or Close without action when nothing needs doing, and your note is emailed to them. Nobody has to ask IT for an update.
- Email at every update
- Your note goes with Resolve or Close
- Status shown on My assets
- Every change in the audit log
ISS-0087
Screen cracked
Damaged · Priya Sharma · Bengaluru
- ReportedPriya, from her phone, with a photo · 10:12
- In progressIT marked it in progress · 10:40
- Sent for repairDell service centre · laptop stays on Priya’s record
- ResolvedNote emailed: “Screen replaced, collect from the IT desk”
Repairs without losing track of custody
Send for repair marks the asset Under maintenance while the person stays on record as its holder, so you always know whose laptop is at the service centre. Repair finished puts it back. Add the repair bill with GST from the ticket and the cost is added to that asset’s repair spend.
- Under maintenance during repair
- Holder stays on record
- Repair bill added from the ticket
- Repair spend per asset
Lost and stolen, handled properly
For a lost or stolen ticket, Confirm loss closes the custody and sends a write-off to the owner for approval. For a theft you can record the police complaint (FIR) number. Nothing disappears from the register without someone approving it.
- Confirm loss closes custody
- Write-off approved by the owner
- FIR number for thefts
- Recorded in the audit log
Requests for new equipment
The same page has Request equipment. Employees choose from the models (and software) you allow, say why and by when they need it. IT hands the item over, which the employee signs for as usual, or declines with a reason that is emailed to them.
- Only what you allow
- Reason and needed-by date
- Hand over or decline
- Signed like any hand-over
Request equipment
- Dell 24” monitor
- USB headset
- Wireless mouse
Requests
From employees
- Dell 24” monitorMeera Nair · MumbaiNew
- USB headsetVikram Rao · Pune Handed over
How it works
Three steps, no project plan
- 1
Give employees a login
They sign in with their work email. Their login is matched to their employee record by that address.
- 2
Send new tickets to Teams
Optional: pick the IT channel that should hear about reported problems.
- 3
Work the inbox
In progress, repair, resolve or close. The employee is emailed each time.
FAQ
IT helpdesk for equipment: common questions
Is this a full IT service desk like Freshservice or Jira Service Management?+
No. AssetVow tickets are about equipment: something not working, damaged, lost or stolen, raised on an item the employee holds. There are no SLA timers, agent queues or email-to-ticket. If you also need tickets for password resets and access requests, keep a service desk for those.
Can employees raise IT tickets from their phone?+
Yes. My assets works in any phone browser and can be added to the home screen. They choose the item, the kind of problem and add a photo when it is damaged.
Who holds a laptop while it is being repaired?+
The same person. Send for repair marks it Under maintenance but keeps the holder on record. Repair finished puts it back in use.
What happens when an employee reports a lost or stolen phone?+
IT confirms the loss, which closes the custody and sends a write-off to the owner for approval. For a theft, the police complaint (FIR) number can be recorded.
Do employees get updates on their ticket?+
Yes, by email at every update. The note IT adds when resolving or closing the ticket is sent to them too.
More of AssetVow
It all works from the same register
Employee self-service
Employees see what they hold, request equipment and report a broken or lost device from their phone. IT gets one inbox.
Learn moreRepairs, warranty and AMC
Problems reported with a photo, repairs tracked against the asset, and warranties and AMCs flagged before they end.
Learn moreEmployee asset tracking
Who holds every laptop, phone and monitor, across all your offices, kept current as people join, move and leave.
Learn moreTake hardware tickets off WhatsApp
Import your register, give employees their My assets page and let the next broken screen arrive as a ticket. Free for 30 days.