RequestCrew

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Features

The whole helpdesk, on every plan

An IT helpdesk with room for every department, and no helpdesk feature you have to upgrade to get. Plans only differ in how many techs you have. Keeping track of equipment too? That’s the inventory add-on. Contracts and renewals? The contracts and vendors add-on.

The ticket list in RequestCrew, with tabs for my queue and unassigned, filters, and tickets showing status and when they are due.

Tickets

A ticket list that keeps up

Techs see their own work, their team’s queue, and what’s waiting on someone else. Filter, search, save a view, and change a bunch of tickets at once.

  • Tickets from the web, from email, or a quick ticket when someone calls
  • Photos and files, including straight from a phone’s camera
  • Every change written to the ticket’s history, and nothing ever deleted
  • See who else has a ticket open, so two people don’t answer the same question
  • Print a ticket, with or without the internal notes

Request forms and routing

The right ticket to the right team

Build forms yourself, then let routing rules send each ticket where it belongs. A rule can test anything on the form.

  • 14 kinds of fields, including a location picker and a person picker
  • Questions that only show up when an earlier answer calls for them
  • Shared lists, like departments or job titles, used by any form
  • Fields only techs fill in, like a root cause, that requesters never see
  • Tasks for other teams on every ticket a form opens, in order when order matters
  • Round robin and fewest-open assignment
  • A test page that shows what your rules would do before they do it
The Ask IT for help request form, with a location, a topic, a description, and a box to open it for someone else.
The Approvals page, showing purchase requests waiting on the person signed in.

Approvals

Approvals without the email chain

A form can wait for a yes before work starts: from a group of approvers, from the requester’s supervisor, or only when certain answers are picked.

  • Approvers hear by email and on their phone, with everything waiting on one page
  • Any one approver, or everyone on the board
  • A “no” needs a reason, and the requester hears it
  • Nobody approves their own request
  • No tech is picked or pinged until it’s approved
  • Reminders for approvals nobody answers, then closed if they still sit

Less chasing, fewer clicks

Follow-ups

  • A “still need help?” email when someone goes quiet on a question
  • Resolved for you if they never answer, and reopened if they do
  • A quick “thanks!” doesn’t drag a resolved ticket back into the queue
  • Resolved tickets can close on their own after a week

Outages

  • Link everyone’s “email is down” tickets to one main ticket
  • One reply reaches every one of them
  • Resolve the main ticket and they all resolve, one email each
  • Merge true duplicates into the ticket that stays

Working together

  • Saved replies that fill in names and ticket numbers
  • @mention a coworker in an internal note
  • Tasks for another team inside the same ticket, in steps if one has to wait
  • Time spent on each ticket, right in your reports
  • Remote support from the ticket, with your own Zoho Assist or TeamViewer account

SLAs and business hours

  • First-reply and resolve times for each priority
  • Counted in business hours, with your holidays
  • The clock stops while you wait on the requester
  • A heads-up before time runs out, and an alert when it does

Knowledge base

  • Articles for everyone, for one department’s staff, for all techs, or public, so people can find help before they sign in
  • Suggested on request forms before someone sends
  • A real editor: headings, tables, and pasted screenshots
  • Each department can require an OK before publishing

Reports and surveys

  • An overview, plus reports you build and save
  • Grouped by team, tech, site, category, or form answer
  • “How did we do?” on every resolved ticket
  • The numbers you care about by email, daily, weekly, or monthly

Sign-in

  • Microsoft 365
  • Google, Okta, AD FS, and other single sign-on
  • Windows accounts on your network, with automatic sign-in on work computers
  • Passwords kept in the helpdesk, with an authenticator app you can require
  • Keep me signed in, if you turn it on, and sign out everywhere
  • People who leave are turned off on their own when their account is turned off in Active Directory, Microsoft 365, or Google Workspace

Email, chat, and alerts

  • Built-in email that works from the first minute, from our address or your own domain
  • Or your own Microsoft 365, Google Workspace, or other mailbox
  • Replies by email land on the right ticket
  • Open tickets from Slack or Microsoft Teams, and hear back there
  • Posts to Slack, Teams, Google Chat, or Discord
  • Monitoring tools can open tickets, and resolve them when the problem clears
  • Phone alerts for techs, with no app store

Your helpdesk, your name

  • Your logo, colors, and name on every page and email
  • Recurring tickets for the jobs that come around every month
  • Bring your people and old tickets over from a spreadsheet
  • Clear out test tickets before you go live, and keep your setup
  • Serve several organizations, each seeing only its own tickets
  • An API for scripts and other systems
  • Optional AI help, with your own key
The inventory list in RequestCrew, with vans, trucks, and forklifts, where each one is, and who has it.

Inventory add-on

Know what you have and who has it

Laptops, printers, vehicles, and anything else with a tag, tracked right next to the tickets about them. See the inventory add-on.

  • Print your own tags and scan them with a phone
  • Check-outs with due dates, and My equipment for everyone
  • Reservations for loaners, with what’s free shown before anyone asks
  • Warranty and inspection reminders, and repeating upkeep tickets
  • Walk-arounds that show what’s missing
  • Found for you on your network, in Microsoft Intune, and in Google Workspace
  • Each team looks after its own equipment

Contracts and vendors add-on

Know what’s coming up for renewal

Every contract and the vendor behind it, with a heads-up before the last day to cancel. See the contracts and vendors add-on.

  • Subscriptions, support plans, leases, warranties, and service agreements
  • Reminders before the notice date, and a ticket for the owner if you want one
  • Renew in one step, with what earlier terms cost kept on file
  • Vendors with their support line, case link, and the people there
  • The vendor and case number right on the ticket that’s waiting on them
  • Twelve months of renewals by vendor and department, and costs only managers see
Renewals in RequestCrew: totals for a year by vendor and by department, and a copier lease past the date to act.

See it for yourself

The demo is a made-up company with three months of tickets. Pick who you’d like to be and click around. There’s nothing to sign up for.

Open the demo
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