An internal IT ticketing system that employees will actually use
The internal desk has a problem the customer-facing desk does not: its users know where you sit. QuerySolv gives IT, facilities and any other staff-facing team a queue that is easier to use than the walk-up, with no account for employees to create, a form for the requests that always arrive incomplete, and a record that survives the person who fixed it.
- Departments for IT, facilities, HR or anything else, each with its own mailbox, forms, service levels and agents, in one installation.
- Employees raise requests by e-mail or form and follow them with a ticket number. Agents sign in with their Active Directory accounts.
- Internal knowledge base articles for the team, public ones for the staff, and predefined replies that keep the fixes consistent.
- Monitoring alerts and scripts can create and update tickets through the REST API. Webhooks tell other systems when something changes.
Requests that arrive the way they should
A form per request type
A new-starter form asks for the start date, the manager and the software list. An access request asks for the system and the approver. The ticket arrives with the fields filled, not "help".
E-mail still works
Mail to the IT address becomes a ticket; replies thread onto it; a message is removed from the mailbox once it is safely in the queue. Screening rules keep out-of-office loops out.
Alerts become tickets
The REST API creates and updates tickets from monitoring, scripts and other systems. A disk-space alert can open a ticket before anyone notices, and close it when the alert clears.
Every route makes the same kind of ticket in the same queue, with the same priorities, statuses and permissions.
Built for several desks under one roof
| Department | What it gets | Who sees it |
|---|---|---|
| IT | Its own mailbox and forms, service levels by request type, the hardware and access request forms, the REST API for monitoring | IT agents, by permission preset from Trainee to Senior |
| Facilities and maintenance | A maintenance ticketing queue with a form per building, photos as attachments, working-hours clocks for the on-site team | Facilities agents only |
| HR | A private queue for people questions, internal articles for HR procedures. See HR help desk software | HR agents only; IT cannot read it |
| Everyone | One portal address, one knowledge base with public articles, one place to ask | Any employee, from any browser, with no account |
An administrator decides who belongs to which department. Once an agent belongs to a department, they see only the departments they belong to: in the queue, in search, in reports and everywhere else. A ticket raised to the wrong desk is moved, not re-raised.
What the internal desk needs that a customer desk does not
Directory sign-in
Agents sign in with their Active Directory accounts on the Professional edition. Employees never sign in at all: their e-mail address identifies them.
Two kinds of article
Internal articles hold the fix with the admin password step in it. Public articles hold the version the staff can follow. A reply can point to either.
Merge the storm
When the printer on the third floor fails, nine tickets arrive. Drag to merge, answer once, and the outage first notice goes to everyone.
Numbers for the budget meeting
Demand & Forecasting and Issues to Address show what the staff keep asking, which is the case for the next hire, the next article or the next replacement.
On your server, bought once
What that means here
- One Windows service on a server you already run, with SQLite built in or your existing SQL Server. A backup is the database, the configuration file and the certificates folder.
- Employee requests, attachments and the ticket history stay inside your network. Webhooks carry metadata only.
- Licensed per installation, paid once. The edition sets how many agents can sign in; the Free edition runs a two-agent desk on e-mail and forms.
What it is not
- Not an ITSM suite. There is no asset inventory, CMDB, change management or telephony; the topic library covers how far you get without one.
- No mobile app; the agent workspace is a responsive web application. Five priorities and ten statuses are fixed.
- Windows only on the server side. The limits page lists everything else.
Replace the walk-up with a queue
Download the installer, create the departments, and point the IT mailbox at it. The trial runs for 30 days with every Professional feature and unlimited agents.
Download Installer with Free Trial