internal helpdesk · HamTicket
HamTicket — Internal ticketing software with queues, SLA and knowledge base
HamTicket turns scattered chat, calls and files into an internal helpdesk: a queue with owners, priorities and measurable SLA—so a request is closed, not lost.
HamTicket is internal ticketing and helpdesk software for teams that move IT and support requests from chat and spreadsheets into a status-tracked queue with SLA, roles and a knowledge base.
- Best for
- IT and internal support teams with daily request queues
- Use when
- Work gets lost in chat and SLA is not measurable
- Instead of
- WhatsApp groups, spreadsheets and generic inboxes
- License
- Annual standard license (see pricing on page)
Introduction
HamTicket: an internal helpdesk you can run in a day
When IT, HR and admin requests live only in messengers, nobody owns the urgent ones and managers guess at response time. HamTicket keeps every ticket in a status flow with an owner, a department and a deadline—not a group chat.
Three roles share the same desk: the requester files and follows, the agent works the queue and SLA, the admin reads performance. History and solutions stay in the system so the next hire is not starting from memory.
Unlike a generic inbox, HamTicket is built around queue, kanban, SLA countdown, knowledge-base search and an honest demo of WhatsApp/Bale intake. That is the difference between a message that was seen and a request that was closed.
Problem
What happens when support has no queue
Someone posts a problem in the group, someone says “on it”, and then nobody knows where it stands. Urgent work is buried under daily chatter, the same VPN question is explained from scratch, and the weekly report is a guess.
The team thinks it has support. In practice it has conversation. That costs senior time, delays internal customers and hides SLA breaches until they are already late.
- Requests vanish between WhatsApp, email and the phone
- Priority is implied, so crises wait behind trivia
- No reliable history for follow-up or accountability
- Repeat answers with no searchable knowledge base
- No real first-response time or closure rate
Solution
How HamTicket runs the desk
Every request stays in a status flow from open to closed. Each ticket has an owner, a priority, a department and a visible SLA. Agents work a queue or kanban, not luck. Managers see open load, breaches and satisfaction—not a hunch.
A searchable knowledge base pulls repeat fixes out of people’s heads. WhatsApp and Bale intake in the demo shows the walkthrough path; live operator gateways are scoped at deployment and never claimed as live here.
- File and filter tickets in a table or kanban
- See remaining SLA time or how late a ticket already is
- Keep requester, agent and admin views separate
- Search articles and link them from the ticket
- Read first-response, breach and CSAT numbers
Capabilities
What you actually click in HamTicket
Each capability maps to a friction on an internal desk: find the right work, reach the right owner, close it with a number you can show.
Queue and kanban
Filter the table or move work across status columns. Priority, department and owner sit on the card so open work is not buried in chat.
Readable SLA
Each ticket shows time left or minutes overdue. Breached rows stand out on the board so agents act before a crisis, not after.
Role-aware desks
Requesters see their tickets; agents see the queue and intake; admins see users, rules and reports—without mixing responsibilities.
Searchable knowledge base
Search seeded articles such as VPN or password reset and attach them to a ticket so the next similar request is not written from scratch.
WhatsApp and Bale intake
In the demo, a messenger message lands in a preview queue and becomes a ticket in one click. Live operator send is out of scope; the inbox is labelled queued (demo).
Performance reports
Average first response, open SLA breaches, CSAT and department load with Jalali dates and Excel/PDF export—not an empty chart.
How it works
From intake to a closed ticket
A ten-minute walkthrough a sales lead can follow without a backstage explanation.
Capture the request
A requester files a ticket, or an agent turns a demo WhatsApp/Bale message into the queue with priority already set.
Assign on the board
The ticket appears on the kanban or table with SLA visible. An owner is assigned; unassigned urgent work is obvious.
Reply and reuse knowledge
The agent answers, links a knowledge-base article and moves status. History stays on the ticket.
Close and review
After close, a one-click CSAT link and a dated performance report show whether the desk is keeping its promises.
Best fit
A good fit for
HamTicket fits teams that already have repeat internal requests and more than one role in the loop.
- IT and internal support desks with a daily queue
- Organisations that need SLA, priority and a paper trail
- Teams that must move repeat answers into a knowledge base
- Businesses with requester, agent and manager roles
Not a fit
Not the right fit for
A focused helpdesk is more useful than an overpromised suite.
- A casual chat group with no need for reports or SLA
- A full enterprise ITSM suite custom-built from day one
- A consumer marketplace or storefront checkout product
Differentiation
Why teams start with HamTicket
The point is a desk you can deploy and touch—not a slide promising every ITSM module.
A demo that matches the page
Queue, kanban, SLA countdown, knowledge-base search and messenger intake are clickable in the public demo before you negotiate deployment.
Helpdesk operations, not decoration
The product spends its surface on queue, SLA, roles and knowledge—not hundreds of unused switches.
Honest channels
WhatsApp, Bale and SMS in the demo are queued previews. Live operator gateways are scoped in consultation, never claimed as live here.
Room to grow later
Email ingest, API and webhooks are logged in the demo. Deeper integrations stay on the services path after the standard desk is running.
Pricing
Annual license
Annual license
$49 / year
An annual license covers standard deployment and minor updates. Deep integrations, custom training and bespoke work are scoped separately.
Related services
When you need deeper customization
From the blog
Read more about this domain
FAQ
FAQ
Who is HamTicket for?
IT, internal support and operations teams that handle recurring requests and need queues, SLA and clear ownership.
How is it different from WhatsApp or Slack?
Chat is for conversation; a helpdesk is for status, owners, deadlines and closure. HamTicket keeps history and reporting.
Can we see a live demo?
Yes. The public live demo shows queues and roles; your environment is scoped in consultation.
What does the annual license include?
Standard deployment and minor updates. Deep integrations, migration and extensive training are scoped separately.
Can it be customized?
Yes. Fields, flows, roles and integrations can be planned after requirements analysis.
How are SLA and priorities handled?
You define priorities and response targets per category so delays are visible before they become crises.
Does it include a knowledge base?
Yes. Repeat solutions stay reusable to cut duplicate tickets and speed onboarding.
Is it suitable for small teams?
If requests already get lost in chat and ownership is unclear, even small teams benefit from a clear queue.
Can it connect to email or other systems?
The demo logs trial email ingest, API tokens and webhooks. Live IMAP or operator gateways are scoped after consultation; start with the standard queue and SLA.
Is WhatsApp/Bale intake a live gateway?
No. The demo shows a preview queue and one-click conversion to a ticket, labelled queued (demo). Live operator send is a deployment topic.
When is HamTicket the wrong fit?
If you only need casual chat, or you need a full enterprise suite customized from day one.
Software environment
HamTicket in practice
Version history
-
Version 2.5.0
- Queue kanban and readable SLA with time left or minutes overdue
- Searchable knowledge base with seeded articles linked from tickets
- Performance report with first-response, breaches and CSAT; WhatsApp/Bale intake in the 10-minute walkthrough
-
Version 2.4.0
- Role tours armed after quick login for a 10-minute walkthrough
- WhatsApp/Bale channel intake polish with honest queued-demo labels
- Aligned sales-ready path: intake → ticket → reports
-
Version 2.3.0
- Clearer role tours with real on-page highlights
- Richer notification center and daily summary for managers and agents
- Polished channel inbox, mobile navigation, and report exports
-
Version 2.2.0
- WhatsApp/Bale intake queue with one-click conversion into tickets
- Channel message inbox, templates, and in-app notification center
- Excel report exports, post-close satisfaction survey, and role onboarding tour
-
Version 2.1.0
- Improved workflow visibility
- Refined team reporting
-
Version 2.0.0
- Updated role controls
- Improved everyday navigation
-
Version 1.2.0
- Standard deployment baseline released
-
Version 1.1.0
- اولویتبندی تیکت و برچسب وضعیت شفاف
- بهبود ثبت درخواست با فیلدهای عملیاتی پایه
-
Version 1.0.0
- انتشار MVP: صف تیکت متمرکز، ثبت و بستن درخواست
- جریان وضعیتدار از ثبت تا بستهشدن
Walk the queue in the live demo, then talk deployment
The public demo is for a ten-minute helpdesk loop. Roles, data migration and live channels are scoped in consultation.