Helpdesk & internal ticketing
IT and facilities tickets with SLA timers, conversation threads, canned responses, auto-assignment and an expense route that connects approvals to petty cash or procurement.
Broken laptop? Someone messages the IT guy. AC not working? Someone shouts. Requests vanish, urgent things wait behind loud things, and repairs get paid without a paper trail.
Zaffre Axon turns internal requests into tickets with owners, SLAs and money-handling built in: approval decides whether the fix is petty cash or procurement, and the whole conversation stays on the ticket.
Tickets carry type, priority, the requester, the affected asset and the full status history from creation to closure. Managers approve before work begins; agents are assigned manually or automatically; work completion and closure capture the actual cost and the requester’s satisfaction rating.
The conversation lives on the ticket: public replies go to the requester, internal notes stay between agents, and canned responses answer the questions every helpdesk answers weekly. SLA targets are configurable per priority per company, and tickets that breach their target escalate automatically so they cannot age quietly.
What makes this helpdesk different is the money path. Approving a repair captures its estimated cost and expense category, then routes it automatically — petty cash for small amounts, procurement for large ones — with monthly caps enforced. The fix, the approval and the spend are one story.
Built-in safeguards against fake attendance
SLA timers per priority
Critical, high, medium and low each carry a response target — configurable per company — and breaching tickets escalate priority automatically.
Threads with internal notes
Requester and agent converse on the ticket; agents can add internal-only notes the requester never sees.
Auto-assignment
Approved tickets route to the pool engineer with the fewest active tickets — enable it and stop dispatching by hand.
Expense routing
Approval captures the estimated cost and routes it: within limit → petty cash request; above limit → purchase requisition. Spend control is part of the flow.
Asset repair sync
Hardware tickets open repair records on the linked asset automatically and post repair costs on closure.
How it works
- 1
Raise the ticket
Employees file tickets with type, priority and the affected asset; SLA timers start immediately.
- 2
Approve with a budget
The manager approves with an estimated amount; the system routes it to petty cash or procurement.
- 3
Assign (or auto-assign)
Dispatch manually or let the least-loaded engineer in the pool receive it automatically.
- 4
Converse on the record
Replies, internal notes and canned responses keep the whole exchange on the ticket.
- 5
Close with cost and rating
Closure records the actual cost — synced to the asset’s repair history — and collects the requester’s rating.
Frequently asked questions
- Can SLA targets be customised?
- Yes — per-priority response targets are configurable per company, with sensible defaults (4/8/24/72 hours). Breaches escalate the ticket’s priority automatically and notify the parties.
- How does auto-assignment pick an agent?
- You define an engineer pool; approved tickets go to the pool member with the fewest active tickets. Assignment history stays on the ticket.
- Can agents discuss a ticket privately?
- Yes — internal notes are visible to agents and admins only, alongside the public thread with the requester.
- How are repair costs controlled?
- Approval captures the estimate and expense category. Within the category limit it becomes a petty cash request; above it, a purchase requisition — both with their own approval trails and monthly caps.
- Do hardware tickets update the asset register?
- Yes. Hardware-support tickets open a repair record on the linked asset automatically, and closing the ticket completes the record and posts the cost.