The Ticket System turns NetLock RMM into a lightweight helpdesk — capturing requests from end users or inbound email, driving them to resolution, and recording every action with its own contacts, SLA engine, and per-ticket history.
Try DemoA ticket moves through five statuses — with free any-to-any transitions, so you are never boxed in by a rigid workflow.
A newly raised request, waiting to be picked up.
An operator is actively working the ticket.
Paused — waiting on the customer or a third party.
Work is done and the resolution is awaiting confirmation.
Finished. Closing never deletes a ticket — it stays fully searchable.
Open a ticket and every part of it — the conversation, the metadata, the history — is one click away.
The message thread — internal notes, outbound replies, and inbound email — in one place.
Status, priority, assignee, department, contact, type, and labels.
Time logged against the ticket, automatically and by hand.
The ticket's own audit log — every change recorded, separate from the global Events and Audit streams.
Every file from replies, inbound email, or direct upload, gathered together.
Summarise conversations in seconds, ask scoped questions about the ticket history, and get one-click answer drafts based on prior replies — powered by your own AI provider (ChatGPT, Claude or self-hosted).
Departments, service levels, and time tracking keep the helpdesk organised and accountable.
Each department carries its own IMAP/SMTP mailbox, notification recipients, members, and webhooks.
Response and resolution targets in wall-clock hours, with sla_warning and sla_breached events as deadlines approach.
An automatic timer runs while a ticket is open, alongside manual entries — all visible on a daily calendar.
A statistics dashboard and outbound webhooks turn the helpdesk into something you can report on and integrate.
A five-tab dashboard covering volume, resolution times, SLA compliance, and per-operator workload.
Per-department webhooks fire on eight ticket events, alongside email and live in-app notifications.
One console for managing endpoints and resolving the tickets they generate.
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