RequestCrew

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What’s new

What’s new in RequestCrew

RequestCrew gets better every few weeks, and hosted helpdesks get each update for free, with nothing to install. Here’s what’s changed lately, newest first. Versions that only changed things behind the scenes aren’t listed here.

Version 1.40

  • Monitoring alerts. Let a monitoring tool open tickets, from anything that can send a webhook. You get one ticket per thing it’s watching, repeats add up on that ticket, and it can resolve itself when the alert clears. How to set one up.

Version 1.39

  • A setup that fits. New helpdesks start with departments, forms, and new hire tasks for a business, government, school, or nonprofit, ready to change. What’s in each one.

Version 1.38

  • All techs articles. A new choice next to Staff only for knowledge base articles: every tech in every department can read it, not just the department that wrote it. Admins decide which articles get it.

Version 1.37

  • A side menu in every Settings group. Click between a group’s pages without going back to the main Settings screen. On a phone it’s a row you swipe.

Version 1.36

  • Remote support with TeamViewer. If your team uses TeamViewer (Business or higher), pick it instead of Zoho Assist. Techs start a session from the ticket, and each one connects their own account.

Version 1.35

  • Remote support from the ticket. Connect your own Zoho Assist account, the free plan included, and techs get a Remote support box on the tickets they work. One click starts a session, sends the requester the join link, and notes it on the ticket. It’s included with every plan, and you pick which departments get it.
Earlier updates, versions 1.7 to 1.34

Version 1.34

  • Reservations for loaners (with the inventory add-on). People reserve laptops, projectors, hotspots, or a van on a request form, and see what’s free for their dates before they send it, so nothing gets promised twice. The ticket holds it until pickup, your tech checks it out and back in right from the ticket, and one page shows today’s and tomorrow’s pickups and returns.
  • Due-back reminders. Whoever has a loaner gets an email the morning it’s due back, and another the next morning if it isn’t back yet.

Version 1.33

  • The contracts and vendors add-on. Every subscription, support plan, lease, and warranty in one place, with who you buy from and how to reach them. For a contract that renews on its own, you hear about it before the last day to cancel. Renew in one step, see the next 12 months of renewals, and put the vendor and their case number right on the ticket that’s waiting on them. Costs are only for the people you pick. See the contracts and vendors add-on.

Version 1.32

  • Clear out your test tickets before you go live. When you’re done trying things out, a Super Admin can reset the helpdesk from Settings. Pick what goes (test tickets, the email log, recurring schedules, help articles, or equipment) and your whole setup stays: people, forms, teams, rules, and settings. Ticket numbers can start again at #1, too.

Version 1.30

  • Nobody’s on it until it’s approved. A request that needs a yes waits with its team, but no tech is picked and nobody gets pinged. Once it’s approved, your rules or the team’s round robin pick someone, the same as a brand new ticket. A request that’s turned down never lands on anyone.
  • Approval reminders. If the approvers haven’t answered after a few days, they get a reminder. If it still sits, the request closes and the requester is told they can ask again. You pick the days, or leave it off.

Version 1.29

  • Keep me signed in. Turn it on, and the sign-in page has a box to stay signed in on that computer for as many days as you pick. It starts unticked every time, so shared computers stay safe.
  • Sign out everywhere. Lost a phone? Sign yourself out of every computer and phone at once, or have IT do it for you.

Version 1.28

  • Inventory, easier to find. Inventory reports have a tile on the Reports page, and equipment types, imports, tags, and found devices have their own group on the Settings page. People who look after equipment get the Settings page for it, with just that group.

Version 1.27

  • Copy a form. Making a lot of forms that are mostly the same? Copy one and you get its fields, choices, show and hide settings, tasks, and approval, ready to rename and change.
  • Delete a form you don’t need. A form no ticket has come from can be deleted for good. Once it has tickets, turn it off instead, so old tickets still show what was asked.

Version 1.26

  • Inventory: each team looks after its own. Give the trucks to Vehicle Repair and the mowers to Grounds, and only the people on that team who manage inventory can change them. Every tech can still look anything up.

Version 1.25

  • Tasks that go in order. Put a form’s tasks in steps, and step 2 waits until step 1 is done. The laptop doesn’t get set up before the account exists, and each team hears about its task when it’s actually their turn.
  • Reports when you want them. Get the summary or any saved report by email every weekday, every week on the day you pick, or once a month, at the hour you pick.
  • Fields only techs fill in. Add a root cause, a PO number, or a “What caused it” dropdown to a form that only techs fill in, from the ticket. Requesters never see it, and it shows up in reports. Techs can also fix a requester’s answer, with the change noted in the ticket’s history.

Version 1.24

  • People who leave are turned off on their own. Turn off or delete someone in Active Directory, Microsoft 365, or Google Workspace, and the helpdesk turns them off within the hour. Their open tickets go back to the queue, their history stays, and your admins get an email saying who and why.
  • Safety catches built in. If a directory can’t be read, nothing changes. If a lot of people seem to leave at once, they wait for an admin to OK it. And you can try it first to see who it would turn off, without changing anyone.
  • Easier for everyone to use. People who use speech or screen reader software can turn off the one-key shortcuts. Pictures in help articles can have a description for people who can’t see them. Text boxes are easier to see, and Download everything shows when it’s ready without reloading the page. Our Accessibility Conformance Report covers it all.

Version 1.23

  • Help articles anyone can read. Mark an article “Anyone, even without signing in” and it shows on a public page your sign-in page links to, for the people who need help most: the ones who can’t get in. A button writes the first draft of a “Can’t sign in?” article for you.
  • Require an authenticator. One switch makes everyone with a helpdesk password use an authenticator app. Anyone without one sets it up the next time they sign in.
  • Sign in with AD FS. Organizations that run Active Directory Federation Services can use it for sign-in, with a step-by-step guide.

Version 1.22

  • Email that works from the first minute. Every helpdesk gets its own address that sends and receives, with nothing to connect. Forward your usual help address to it, or send from your own domain.
  • Download everything. One click in Settings makes a zip of every ticket, reply, person, article, and file, with spreadsheets that open in Excel.
  • Backups every 15 minutes. On top of the nightly backups, so a helpdesk can go back to any moment in the last week.

Version 1.20

  • Inventory: devices from Microsoft Intune and Google Workspace. The helpdesk reads your device lists, read-only, and lines up anything that isn’t in the inventory yet so you can add it with a couple of clicks.
  • Inventory: a deep scan of Windows PCs. Turn it on and the network scan also reads each PC’s real serial number, memory, storage, processor, operating system, and who’s signed in.

Version 1.19

  • Inventory: find what’s on your network. The on-site agent scans the address ranges you pick and finds computers, printers, and switches, with the make, model, and serial number when they share them. Add them to the inventory, tie them to what’s already there, or ignore them.

Version 1.18

  • The inventory add-on. Keep track of laptops, printers, vehicles, and anything else with a tag, right in your helpdesk. Print tags and scan them with a phone, check things out, get a heads-up before a warranty runs out, walk a site to see what’s missing, and tie equipment to tickets. See the inventory add-on.

Version 1.17

  • Start a free trial yourself. Pick your helpdesk’s name, confirm your email, and it’s set up for you with your organization’s details. A one-time link gets you in, and a short list on the Settings page walks you through the first steps.
  • Sign in with your email address. Helpdesk passwords now take your email address as well as your username.
  • Clearer names in Settings. “Slack and Teams apps” is for opening tickets from chat. “Channel alerts and webhooks” posts new and overdue tickets to your team’s channel.

Version 1.16

  • Open tickets from Slack or Microsoft Teams. Type /helpdesk in Slack, or tell the helpdesk app what’s wrong in Teams, and check it before it goes. Turn any message into a ticket from its menu, even for whoever wrote it.
  • Hear back in chat. For tickets opened there, a tech’s reply and the “resolved” note come back in Slack or Teams, as well as by email. “My tickets” shows what you have open.

Version 1.15

  • A thank-you doesn’t reopen a ticket. When someone answers a resolved ticket with just “Thanks, that fixed it!”, it stays resolved. The reply still goes on the ticket, and anything more than thanks reopens it like always.
  • Plan and billing. A page under Settings shows your plan, techs in use, and your renewal date.

Version 1.14

  • Follow-ups. A ticket waiting on the requester sends a friendly “Still need help?” after a few days, and resolves itself if they don’t answer. You pick the days, or leave it off.
  • Main tickets for outages. When twenty people report the same thing, link their tickets to one main ticket. Reply once and everyone hears it; resolve the main ticket and theirs resolve with it.
  • Closed after resolved. Resolved tickets can close on their own after a few days.

Version 1.13

  • Organizations. People can belong to an organization, and tickets, lists, and reports can be filtered and grouped by it. Handy when your helpdesk serves more than one.
  • Coworkers can see each other’s requests, if you turn it on, so a whole office isn’t reporting the same broken printer. Never internal notes, and never another organization’s.
  • Contact RequestCrew support right from your helpdesk’s Settings page, already signed in.
  • A new app icon for phones and browser tabs.

Version 1.12

  • Chat and webhooks. Post to Slack, Microsoft Teams, Google Chat, or Discord when tickets come in, get assigned, change, or run past their SLA. Routing rules can post too.
  • Import from another helpdesk. Bring people, sites, and old tickets over from CSV files, with a preview before anything is saved.
  • Sign in with Google, Okta, and others, next to Microsoft sign-in or on its own.

Version 1.11

  • Setup guides built in. The steps for connecting Microsoft 365, Google, Active Directory, and your mailbox are in the helpdesk now, with your own address already filled in.

Version 1.10

  • Help, right where you are. The ? button opens help for the page you’re on, in a side panel, so you can follow along while you work.
  • Every settings role gets the Settings page, with just the tiles it can use.

Version 1.9

  • Field widths on forms. Short fields can share a line, so forms scroll less.

Version 1.8

  • Shared lists. A list like Departments that every form can use. Change it once and every form follows.
  • Person fields search as you type, and can copy whoever’s picked on the ticket.

Version 1.7

  • Approval only for some answers. A phone request can need an OK for a new line but not for an upgrade.

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.

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