A company-wide request system by RAPL Group

Tickets for the whole company, not just IT.

A leaking radiator for maintenance, a complaint for quality, a drawing change for engineering, a truck arriving a day early for logistics. RAPL Desk gives every department its own request queue. And when one team is not enough, you pull anyone else onto the ticket as help.

See every feature
Every
department Handover
between teams Help from
anywhere
Pulled onto ticket #1042 · Quality
Handed to department #1038 · Logistics
SLA deadlines tracked by priority
REST API to connect your own systems
PWA a phone app without the app store
EN/CZ the whole interface, both languages

Built by RAPL Group. Maintenance, quality, engineering, logistics, IT and management in one system.

What counts as a ticket

A request does not have to be a broken computer

When people hear ticketing they picture IT. In RAPL Desk a ticket is anything somebody has to do that somebody else needs to follow.

  • A radiator is leaking over line 3. Maintenance
  • A customer is disputing batch 2408. Quality
  • I need a drawing changed before production. Engineering
  • The truck is a day early, where do we put it? Logistics
  • I cannot sign in to the system. IT
  • A new colleague starts on Monday. HR · IT · Maintenance

That last one needs three departments at once. In RAPL Desk it is still a single ticket.

Why RAPL Desk

Built for companies where departments wait on each other

Maintenance, quality, engineering, logistics, IT, management. Almost every piece of work in a company starts with somebody needing something from somebody else.

A queue for every department

Not only for IT. Maintenance, quality, engineering, logistics and management each get their own request queue. People ask in one place instead of guessing who to email.

Help from another team

When one department is not enough, you add anyone else to the ticket as a subscriber. They see the whole thread and can pitch in straight away.

No more forwarded email

A misrouted request is handed to the right department together with its full history. Nobody restarts from zero and nothing is lost on the way.

Tasks and projects for management

A director assigns tasks to managers, who break them down for their own people. Alongside tickets you get real projects with a Kanban board, deadlines and hour budgets.

Deadlines somebody is watching

Set SLA separately for critical, normal and low priority. The system warns you before a deadline slips, not after.

Works for people on the floor

RAPL Desk installs from the browser, no app store involved. It suits the people who sit down at a computer once a day but always have a phone on them.

Across departments

Every department has its own queue. A ticket moves between them with its history.

Tickets in RAPL Desk belong to a department, not to one support desk. Who can see a ticket follows department access. And when a request lands with the wrong team, it is not forwarded by email, it is handed over.

  • Every department gets its own request queue, from maintenance to the board
  • Visibility follows department access, not who happened to forward an email
  • Hand a ticket to another department in one step, the “this is not a ticket for us” move
  • When you hand it over you choose whether to stay on it as a subscriber
  • Subscribers are the help: pull in anyone from elsewhere and they see the ticket at once
  • The full history stays on the ticket, so nobody restarts from zero after a handover
  1. 01 Anyone raises it
  2. 02 A department picks it up
  3. 03 Pulls in help
  4. 04 Or hands it on
How requests arrive

Send an email, call, or click. It becomes a ticket.

Not everybody in the company will learn a new system, and they do not have to. RAPL Desk reads the service mailbox itself, so a request can arrive as an ordinary email and still land in the right queue.

  • An incoming email becomes a ticket with a department, a priority and a deadline
  • Replies sent from email join the same thread, attachments included
  • Type #close, #assign Novakova or #add Petr in your reply and the system does it
  • Internal notes stay with the people solving it, the requester never sees them
  • An @mention notifies exactly the person who owes an answer
  • Anyone without an account can still raise a request through a public link
01

Somebody needs something

email · portal · link

Raised
02

A ticket opens

department · priority · due date

Queue
03

The team works on it

help · notes · mentions

Work
04

The time is logged

timer · monthly report

Done
Projects and tasks

Management assigns work where everything else already happens

RAPL Desk is not only tickets. A director assigns tasks to managers, who break them down for their teams, and the whole company can see where projects stand. No second tool and no extra email.

  • A director assigns a task to a manager, who splits it into subtasks for the team
  • A rich Kanban board: columns, labels, attachments, comments, due dates and priorities on the cards
  • The project canvas shows the tasks and how they depend on each other
  • Hour budgets and per-task estimates make an overrun visible immediately
  • Project health by colour: on track, deadline approaching, overdue
  • Daily digests and reminders go out on their own, no status meeting required
Module overview

From a reported puddle to a logged hour

Ten areas covering the whole life of a request inside a company. Plus three add-ons you switch on the day you need them.

Requests and departments

  • A queue per department
  • Handover to another department
  • Subscribers as help
  • Access by department
  • Email intake
  • Commands inside a reply

Projects and tasks

  • Tasks from management
  • A rich Kanban board
  • Project canvas
  • Milestones
  • Estimates and hour budgets
  • Project health

Time and reporting

  • Timer on a ticket
  • Timer on a task
  • Manual time entries
  • Time per user
  • Current workload
  • Monthly report by email

Customers and isolated spaces

  • Companies with their own address
  • Customer logo and colour
  • Departments per company
  • Features per company
  • Company administrator
  • Matching by email domain

Integrations

  • Robee integration
  • Microsoft sign-in
  • Google sign-in
  • Service mailbox (IMAP)
  • REST API
  • Public intake link

Knowledge base and documents

  • Knowledge base articles
  • Attachments and images in articles
  • Information pages
  • Internal documents

Reports and dashboard

  • Custom reports
  • Report archive
  • Customisable dashboard
  • Sticky notes
  • Scheduled email reports

Notifications

  • Push notifications
  • Email notifications
  • Per-user preferences
  • Critical ticket alerts
  • Mentions and subscriptions

Security and administration

  • Access by department
  • Roles and permissions
  • SSO with Microsoft and Google
  • Active sessions
  • Audit log
  • Error log with reference codes

Everyday use

  • Command palette
  • Dark mode
  • User avatars
  • English and Czech
  • In-app translation management
  • Mobile app (PWA)

Add-ons

  • API management
  • Polls and voting
  • Secure exchange
See the detailed feature list
Integrations

RAPL Desk does not stand alone

It talks to what you already run. Less retyping, fewer accounts and fewer places anyone has to check.

Robee, the HR system

If you run Robee, you raise tickets straight from it. A new hire, a training course or a medical check stops being an email and becomes a ticket in the right department. Both systems are built by RAPL Group and expect each other.

More about Robee

Microsoft and Google

Sign in with a company account through Entra ID or Google Workspace. No extra passwords and no resets.

Service mailbox

The system reads email over IMAP and opens tickets from it, attachments included. Anyone who will not learn a new tool keeps sending email.

REST API

Keys with chosen scopes and an hourly limit. Connect a production system, monitoring, or whatever else you already have.

And if you have customers too

The same system handles requests from outside

Besides departments, RAPL Desk can separate whole companies. That helps when alongside internal requests you also handle those from customers, branches or suppliers.

  • Every company gets its own isolated space, address, logo and colour
  • Features go on company by company, so one gets time tracking and another does not
  • SLA is set per customer, to match the contract they actually signed
  • A company administrator manages their own people without going through you
  • New users are matched to the right company by their email domain
  • Departments can be shared company-wide or defined separately for each customer
Acme Corp acme.desk.rapl-group.eu 12 open tickets
TechInno techinno.desk.rapl-group.eu 5 open tickets
GreenLogic greenlogic.desk.rapl-group.eu 8 open tickets
Security and access

Not everybody should see everything

A payroll request is not for the shop floor and a customer complaint should not circulate company-wide. RAPL Desk is built with that in mind.

Access by department

A ticket is visible to people with access to that department and to the subscribers somebody pulled in. Nobody else.

Sign in with a company account

SSO through Microsoft Entra ID or Google. No extra passwords and no reset requests.

Audit and error logs

Sensitive operations and crashes are both recorded. The user reports a reference code and you know exactly what happened.

Hardened by default

CSRF tokens, rate limiting, upload screening and data retention rules that actually run.

Add-ons

Extensions you switch on the day you need them

RAPL Desk is modular. These three earn their place in almost any company.

01 / 03

API management

Create a key, pick its scopes and connect what you need. The REST API covers tickets, users, departments and statistics. Every key has its own rate limit and its own usage view.

02 / 03

Polls and voting

Single or multiple choice, an anonymous mode, an expiry date and a public link for people who have no account. Works for scheduling training just as well as for feedback from the floor.

03 / 03

Secure exchange

Single-use encrypted links. Send a password that disappears the moment it is opened, or give somebody a secure dropzone for a sensitive file. No more credentials sitting in email.

Add-ons · ∞

And anything else you need

Add-ons are how things nobody else in your industry needs get into RAPL Desk. They have a fixed structure and rules of their own, so a new one can be added to a system that has been running for years without touching the rest of it. Describe what is missing and we will build it.

Nobody has asked us for Doom in the sidebar yet. Technically, there would be nothing stopping us.

Getting started

From demo to live in three steps

Demo and consultation

We walk through how your departments hand work to each other today and show RAPL Desk using your own situations, not a generic script.

Setup and import

We create the departments and users, set access, priorities and SLA, and switch on only the modules you will really use.

Launch and support

We train the team, connect the service mailbox and you are running. Updates and support are part of the deal.

FAQ

What people ask us about RAPL Desk

What is RAPL Desk?
RAPL Desk is a request system for a whole company. Anyone raises a request, it becomes a ticket with a department, an owner and a deadline, and it stays visible who is working on it and how it ended. Alongside tickets the system carries projects and tasks, time tracking, a knowledge base and reports. The interface is fully available in English and Czech.
Is RAPL Desk only for IT?
No, and that is the main difference from an ordinary helpdesk. Tickets in RAPL Desk belong to departments, so maintenance, quality, engineering, logistics, HR and management each have their own queue. “A radiator is leaking on the line” goes to maintenance exactly the way “I cannot sign in” goes to IT. IT is one department, not the whole system.
Can several departments work on one ticket?
Yes, that is precisely what subscribers are for. You pull anyone from another department onto the ticket as help, they see the whole thread, they get the notifications and they can reply directly. If it turns out the request belongs elsewhere, you hand the entire ticket over with its history and can stay on it as a subscriber yourself.
Who is RAPL Desk for?
Companies where several departments have to talk to each other. It pays off most in manufacturing and operations, where maintenance, quality, engineering, logistics and IT all run side by side, but it works just as well in an office or in facility management. If your departments currently hand work over by email, phone and notes on a desk, this is the sensible next step.
Does the whole company have to learn it?
No. Anyone who wants to can raise a request in the system, but sending an email to the service address is enough and the ticket appears by itself. The people solving it can reply straight from email and drop commands into the text: #close closes the ticket, #assign name reassigns it and #add name pulls somebody else in. Anyone without an account can use a public link.
Does it handle projects and tasks as well?
Yes. Alongside tickets there are full projects with tasks and subtasks, milestones, estimates and hour budgets. This is how management assigns work: a director gives a task to a manager, who breaks it down for the team. On top of that sits a rich Kanban board with columns, labels, attachments, comments, due dates and priorities right on the cards.
Does it connect to Robee?
Yes. Robee is the HR system by RAPL Group and it is wired to RAPL Desk, so you raise tickets straight from it. It pays off most on the things that cross departments anyway: when a new colleague joins, the HR record can raise a ticket to IT for an account, to maintenance for a workspace and to a trainer for onboarding.
Can it handle requests from customers too?
Yes. Besides departments, RAPL Desk can separate whole companies, so alongside internal requests you can handle those from customers, branches or suppliers. Every company gets its own space, logo, colour and SLA settings, and clients never see each other.
Does it work on a phone?
Yes. RAPL Desk is a progressive web app, so it installs on a phone or tablet straight from the browser, with no app store in the way. That matters most for people on the floor who reach a computer once a day. New tickets, mentions and approaching deadlines arrive as push notifications even when the app is closed.
How does it handle security and access?
A ticket is visible only to people with access to that department and to the subscribers somebody pulled in. People sign in with a company account through Microsoft Entra ID or Google. The system keeps an audit log and an error log, protects forms with CSRF tokens, rate limits requests, screens uploaded files and can delete old data on a schedule.
Can we have a custom add-on built?
Yes. Add-ons are self-contained modules with a fixed structure and rules of their own, so a new one can be added to a system that has been running for years without touching the rest of it. If you have a process nobody else in your industry deals with, describe it and we will build it as an add-on. Nobody has asked us for Doom in the sidebar yet, but technically there would be nothing stopping us.
Where does RAPL Desk run?
By default we run it for you on infrastructure inside the European Union and take care of updates and backups. If you need the data on your own hardware, we can deploy RAPL Desk on your server instead. Raise it during the demo and we will walk through what it involves.
Who builds RAPL Desk?
RAPL Group, a Czech IT company that also builds networks, runs infrastructure and does security audits. We use RAPL Desk for our own work every day, which means we usually notice what is missing before a customer does.

Show us how your departments hand work to each other.

Give us thirty minutes and we will show you what that looks like inside RAPL Desk, using your own situations. No hundred-slide deck.

All features

Or just write to us at [email protected]