Powered by STOS, the Smart Terminal Operating System
One queue for every issue, internal or customer raised
Support requests get the same traceability as a container movement. A ticket is logged, categorised, owned by somebody, escalated if it ages past its threshold, and closed with a record of what was actually done about it.
How the module runs
● 5 stages
Logged
01Categorised
02Assigned
03Escalated
04Closed
05
Why it exists
An issue in somebody's inbox is an issue nobody owns
Terminal support requests arrive by phone, by email and in person, and most of them live in whichever inbox they landed in. Nothing shows how many are open, how long they have been waiting or who is meant to be dealing with them. A queue with ownership and ageing on it changes that without adding ceremony.
What Help Desk covers
Categories that match how the operation is actually organised
Assignment and ownership
So nothing sits unallocated
Escalation rules when a ticket ages past its threshold
SLA and ageing visibility across the open queue
Resolution history retained per customer and per category
Intake
Logged once, wherever it arrives
A request that arrives by phone and a request that arrives by email end up in the same queue.
Ticket logging
Raised by internal teams or on behalf of a customer, with the detail needed to act on it.
Categories
Configured to match the operation, so a handling issue and a documentation issue are not filed together.
Priority
Set at intake, which is what the escalation thresholds are measured against.
Ownership
Somebody's name on every ticket
Assignment is the difference between a queue and a list.
Assignment
Every ticket owned by a named person, so nothing sits unallocated waiting to be noticed.
Escalation
Rules that raise a ticket when it ages past its threshold, rather than relying on somebody checking.
Reassignment
Ownership moved with the history intact, so a handover does not reset the clock.
Closure
What was actually done
A closed ticket is only useful if it says what resolved it.
Resolution
Closed with a record of what was done, which is what makes the next identical ticket faster.
SLA and ageing
Open queue by age against threshold, so the oldest problems are the visible ones.
History
Retained per customer and per category, so recurring issues are arguable with evidence.
Roles
Who sees what
Access is granted per module and per role, so two people signed into the same platform see different work.
| Role | What the role works with |
|---|---|
| Requester | Raising a ticket and following it without chasing anyone |
| Support agent | The assigned queue, work carried out, resolution recorded |
| Support lead | Assignment, escalation thresholds, open-queue ageing |
| Customer service | Tickets raised on behalf of a customer, linked to the account |
| Administrator | Categories, escalation rules, role access and assignment |
How it fits
The customer raising a ticket is the customer on the account
Help Desk shares the identity service and the customer master with the rest of the platform, so a ticket raised against a customer sits next to the quotations, activities and invoices for that same company rather than in a separate support tool.
- Single sign-on with STOS core and every other module
- One customer master shared with CRM and with terminal operations
- Customer-facing tickets visible alongside the commercial record
- Roles granted per module, so access is specific rather than blanket
FAQ
Questions buyers actually ask
CRM tickets are customer complaints raised against a commercial relationship and sit with the sales and service record. Help Desk is the wider queue, including internal and IT requests that have no customer attached. Operators running both keep customer complaints in CRM and everything else here.
Escalation rules raise it once it ages past its threshold, so an unanswered ticket surfaces by itself rather than waiting for somebody to audit the queue.
Tickets can be logged by internal teams or on behalf of a customer, and are linked to the customer account either way.
No, they are configured. The point is to match how the operation is actually organised rather than impose a generic support taxonomy.
Yes, like every add-on module.
See Help Desk on your own terminal data
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