Everything RAPL Desk does

Tickets belong to a department, not to one support desk. Maintenance, quality, engineering, logistics, IT and management each get their own queue.

When a request lands with the wrong team, you hand it over with the full history. On handover you choose whether to stay on the ticket.

Pull anyone from another department onto the ticket. They see the whole thread, they get notified and they can reply directly.

Who sees a ticket follows their department access, or the fact that somebody added them as a subscriber. Nobody else gets in.

RAPL Desk watches the service mailbox over IMAP and opens a ticket from every message, attachments included.

Write #close, #assign name or #add name in an email and the system closes, reassigns or adds somebody to the ticket.

Every ticket carries a priority and a due date. Once it is overdue it is highlighted so it cannot quietly rot.

Response times are configured separately for critical, normal and low priority.

A photo from the floor, a drawing or a document stays on the ticket instead of in a personal inbox.

Notes for the people solving it that the requester never sees. The right place for a guess you do not want quoted back at you.

Mention a colleague with @ and they get notified. Messages can be reacted to, so it is clear somebody has read them.

A link that lets somebody raise a request without an account. Handy for contractors, temps and suppliers.

Requests that need a manager sign-off pass through an approval step before work starts.

Export the whole queue in one click when somebody needs to work with it in a spreadsheet.

A director assigns a task to a manager, who breaks it into subtasks for the team. The brief and the progress live in the same place.

Custom columns, labels, attachments, comments, due dates, priorities and owners right on the cards. Drag to move work along.

A visual map of the tasks and the links between them. Shows you what is waiting on what.

The dates that matter, with several tasks hanging off each one.

Set an estimate on the project and on each task. The system tracks how far reality has drifted.

A colour signal: on track, deadline approaching, overdue. No spreadsheet reading required.

Add people from across departments to a project, not just from one team.

Who changed what and when. Useful a month later when somebody asks why a date moved.

A morning email with what is new and what is burning. It replaces the status meeting.

An automatic nudge before a task runs out of time.

Export a project with its tasks for anyone who needs to see it outside the system.

Start it when you begin, stop it when you finish. The time lands on the ticket by itself.

The same thing on project tasks, so work outside the ticket queue is counted too.

Forgot the timer? Add the hours afterwards, with a note on what was actually done.

Who worked how long, on what and over which period. A basis for invoicing and for planning.

Who is working on what right now and how many tickets they hold. Check before you hand them another.

A summary of the past month arrives on its own, without anyone having to ask.

Every customer gets a space and an address of their own. The data is separated, not merely filtered.

The portal looks like theirs rather than yours, which reads as professional and helps them find their way.

Departments can be shared across the whole company or defined separately for each customer.

Time tracking, knowledge base, attachments, priorities and reports are switched on company by company.

The customer manages their own users instead of adding load to your people.

A new user is attached to the right company automatically, based on their email domain.

A customer generates their own ticket and time overview without writing to you first.

Each company can have different response times, matching what they actually signed.

If you run Robee, the HR system by RAPL Group, you raise tickets straight from it. HR work and company requests hand off to each other on their own.

SSO through Entra ID. People sign in with the company account they already have.

The same for companies running on Google Workspace.

The system reads email and opens tickets from it, attachments included, so a request can arrive as an ordinary message.

Keys with chosen scopes and an hourly limit. Connect a production system, monitoring or anything else.

A form for people without an account, typically contractors, temps and suppliers.

Guides and fixes for recurring problems in one place, available per department.

Back up a procedure with photos and files, not just paragraphs.

Operational notes, contacts and rules that people see right after signing in.

Documents for selected people only, kept apart from what everyone else can reach.

Assemble a report yourself and render it as a table or a bar, line, pie or area chart.

Generated reports are kept, so you can compare against how things looked last time.

Everyone puts what they actually watch on their own landing page.

Quick notes right on the dashboard, for the things people otherwise stick to a monitor.

Regular summaries go to the people who need them, automatically.

To the phone and the browser, even when the app is closed. No app store needed.

Sent from a queue, so nothing is lost to a brief mail outage.

Everyone chooses what they want immediately and what can wait for a summary.

Critical priority has its own rules so somebody picks it up straight away.

Notifications also reach people who do not own the ticket but were pulled in as help.

A ticket is visible to people with access to that department and to the subscribers somebody pulled in.

Administrator, agent, company administrator and requester. Everyone sees only what they should.

Sign in with a company account through Entra ID or Google. No additional password.

See who is signed in and from where. A suspicious session can be ended.

A record of sensitive operations, so who did what and when stays traceable.

When something breaks, the user quotes a code and you get the full context of the failure.

Forms are protected by tokens, and sign-in and the API cap how often they can be hit.

Attachments are checked before they are stored, so nothing unwanted slips in.

Old data is removed on defined rules, not when the disk finally fills up.

Ctrl+K searches the whole system. Find a ticket, a person or a setting without hunting through menus.

For the people who spend the entire day in here.

Who is who in a thread, and which department they are from, is obvious at a glance.

The full interface in both languages, chosen per user.

Adjust the wording yourself, inside the system, without a developer.

Installs on a phone or tablet straight from the browser, home screen icon included.