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HLP Service desk

Customers get a door. Agents still work issues.

Help Desk is a service layer on Yongo, not a side system. Queues are how agents slice the work. SLAs are clocks against goals and calendars you define. The portal is how people who should not see the tracker still raise and follow a request. Underneath, a ticket is an issue.

Included in every account. Help Desk is not on the default product top bar until an administrator enables it for the tenant — if you do not see queues after sign-in, ask us to turn it on.

Start a 15-day trial Why Help Desk
Ticket
A Yongo issue
Agent view
Queues you build
Clock
SLA goals & calendars
Customer
A portal, not a seat

Why Help Desk

Give customers a proper service experience without splitting support from delivery.

Support slows down when requests live in one system and the teams who resolve them work in another. Help Desk adds customer-safe intake, queues, and service clocks to Yongo, so the request can move from first reply to engineering without a handoff between databases.

  1. 01
    Create a clear front door

    Customers raise and follow requests in a dedicated portal without seeing internal tracker screens or administration.

  2. 02
    Make response promises measurable

    Define SLA goals and calendars, pause clocks when appropriate, and show agents what needs attention next.

  3. 03
    Resolve without re-entering work

    The service ticket is already a Yongo issue, with the same workflow, fields, permissions, links, and engineering path.

HLP-QUEUE

A queue is a slice, not a second database.

Build agent queues with the columns and filters your support team actually uses. CRUD, display columns, the work in front of the person who owes a reply.

  • Queues you own Waiting on us, waiting on customer, escalated — named by you, filtered by you.
  • Display columns Show the SLA, the organisation, the summary. Hide what the agent does not need in the list.
  • Same list engine Queue views share the issue list path with the navigator. Permissions do not go on holiday because the URL says Help Desk.

HLP-SLA

An SLA is a clock against a goal, on a calendar.

Goals, calendars, elapsed time. Pause when you are waiting on the customer. Recompute when you open the issue — lists stay honest without rewriting every row on every refresh.

  • Goals & calendars Business hours, holidays, the 4-hour first response — configured, not guessed.
  • On the issue SLA values live with the ticket. Open PLATFORM-902 and the clock is there, next to the workflow.
  • On the list Queue and portal lists can show stored SLA columns without a write on every page load.

HLP-PORTAL

The portal is for people who should not see Yongo.

Customers sign in, open tickets, and follow progress without a full tracker seat. Sign-up, dashboard, projects, profiles — a door, not a leak of your internal screens.

  • Raise & follow The customer sees their request, not your permission scheme internals.
  • Organisations Group customers so a company sees its own tickets. Administration for customers and organisations sits next to the queues.
  • Still an issue When it needs engineering, you are not exporting a ghost. Assign, transition, link DOC-12.

HLP-RPT

Service reports on volume, queues, and SLA performance.

How many came in, what sat, what breached. The same issues the agents already work.

  • Volume & queues A data endpoint behind the reports you actually open on Monday.
  • SLA performance Goals missed and met, against the calendars you defined — not a generic “first response” nobody configured.

Same house

Support does not export a ghost into another tracker.

YNG

Yongo

Workflows, fields, and permissions still apply. The ticket is the issue.

AGL

Agile

When something needs engineering, it is already on a board-able issue.

DOC

Documentador

The workaround belongs on a page. The request stays in the queue.

UBI

The suite

No separate service-desk licence.

Index

Everything on this desk

  • HLP-1
    Queues Build agent queues with the columns and filters your support team actually uses.
  • HLP-2
    SLA management Goals, calendars, and elapsed time against the clocks you define.
  • HLP-3
    Customer portal Customers sign in, open tickets, and follow progress without a full Yongo seat.
  • HLP-4
    Organisations Group customers so companies see their own requests.
  • HLP-5
    Reports Service reports on volume, queues, and SLA performance.
  • HLP-6
    Same issues underneath Tickets are Yongo issues — workflows, fields, and permissions still apply.
  • HLP-7
    Administration Customers and organisations, next to the queues — not a second admin island.

The deal

Help Desk is not an add-on SKU.

Queues, SLAs, and the portal ship with the suite. Fifteen days, no card on the form.

Create an account See pricing

  • +A portal ticket is a Yongo issue — workflows still apply
  • +SLA clocks you define, including pause when waiting on the customer
  • +Organisations so a company sees its own requests
  • +Updates stay free