IT Help Desk Template

Run IT support and IT inventory in the same place. This template gives internal IT teams a ticket queue that links each issue directly to the hardware and the software license involved, so a recurring problem with one laptop or one application is visible on the asset itself. Tickets, IT Assets, and Software Licenses each get their own workspace, wired together. It fits teams supporting a plant floor, a campus, a hotel, or a head office without a full ITSM platform.

Use Template
Riverside Ops
Tickets
IT Assets
Software Licenses
All Tickets11 open · 2 urgent MRJLTKAll TicketsNew ticket
AskSearchFilterSortGroups (1)
Ticket
Priority
Affected Asset
Assignee
Open(6)
Scanner won’t pairHandheld Scanner · Incident
Urgent
Zebra TC52 #14
ROR. Ortiz
New hire laptop setupLaptop · Request
Medium
Dell 5540 #31
PNP. Nair
In Progress(5)
POS terminal frozenPoint of Sale · Incident
High
POS lane 3
ROR. Ortiz
Office 365 seat requestSoftware · Request
Low
M365 Business
PNP. Nair
Resolved(38)
Printer offline — Fl 2Printer · Incident
Medium
HP M479 #2
ROR. Ortiz

How the IT Help Desk Workflow Works

Take the ticket

Submitters give a Ticket Title, Description, and Category, and the ticket carries Requestor Name, Requestor Email, and Requestor Phone plus a Location / Area for where the problem is.

Submit a ticket
Ticket TitleScanner won’t pair
DescriptionReceiving scanner drops Bluetooth every few minutes
CategoryHandheld Scanner
Location / AreaWarehouse B · Receiving

Triage and assign

Set Type to Incident, Request, Problem, or Change, set Priority from Urgent to Low, and name an Assignee. Update Status and Set Priority buttons sit on the card for quick changes.

Scanner won’t pairOpen
TypeIncident
PriorityUrgent
AssigneeRORafael Ortiz
Update Status

Link the hardware and the software

Affected Asset points at the IT Assets workspace and Affected License points at Software Licenses, so every ticket resolves to the equipment or subscription behind it, and each asset and license shows its own ticket history.

Zebra TC52 #144 tickets
Scanner won’t pairMar 12
Open
Battery won’t hold chargeFeb 03
Resolved
Cracked screenDec 19
Closed

Benefits of This IT Help Desk Workflow

  • Stop losing requests to inboxes and hallway conversations

    Every issue enters the same queue with a category, a priority, and an owner, so the team works one list instead of several private ones.

  • See which equipment is costing you time

    Because tickets link to assets and licenses, the tickets appear on the asset record, and a machine that keeps breaking stops looking like a series of unrelated complaints.

  • Keep licenses from lapsing unnoticed

    Software Licenses records hold Start Date, Renewal / Expiration Date, Annual Cost, and total and used seat counts, so renewals and over-purchasing sit in the same system as the tickets.

What’s Included in This Workflow

Tickets

Status across Open, In Progress, On Hold, Resolved, Closed, and Cancelled, a twelve-option Category list covering everything from handheld scanners to control systems, priority and type, resolution notes and date, and attachments.

  • Status
  • Category
  • Priority
  • Type
  • Resolution Notes

IT Assets

One record per device with Asset Type, Manufacturer, Model, Serial Number / Asset Tag, Department, Purchase Date, Warranty Expiration, a photo, the assigned holder's name, email, and phone, and a Tickets section showing the issues raised against it.

  • Asset Type
  • Serial Number / Asset Tag
  • Warranty Expiration
  • Tickets

Software Licenses

One record per license with Vendor, License Type, seat counts, term dates, Annual Cost, License Key / Account, and its own Tickets section.

  • Vendor
  • Seat counts
  • Annual Cost
  • License Key / Account

Customize the Workflow for Your Team

The Category list is the piece most teams change first — swap the shipped options for the equipment classes you actually support. Status, Type, and Priority can be reshaped to match your service levels, and the ticket form is what your staff sees, so it is worth trimming to the fields you need. Coast AI can add SLA due dates, routing that assigns by category, notifications on Urgent tickets, or a view of tickets open longer than a week.

Use Template

FAQs About IT Help Desk

What happens when I add this workflow to Coast?

You get three connected workspaces — Tickets, IT Assets, and Software Licenses — in one IT Help Desk section. Tickets ship with Status, Type, Priority, Category, Description, Attachments / Screenshots, Assignee, Affected Asset, Affected License, Location / Area, Resolution Notes, Resolution Date, and requestor contact fields, plus an All Tickets list, a board view, and a public External Form.

How can Coast AI help with this workflow?

Coast AI can rebuild the category list around your environment, add SLA and escalation fields, create views for a site or an assignee, and answer questions from your stored tickets — such as which asset type generates the most incidents.

Do I have to use all three workspaces?

No. The ticket queue works on its own, and you can add IT Assets or Software Licenses later. The Affected Asset and Affected License links are what connect them, so adding a workspace later still gives you the history from that point forward.

Can staff submit tickets without a Coast account?

Yes. Each workspace includes a public External Form, so you can share a link or post a QR code and have people submit tickets directly.

Use Template

More Asset Management templates