Service desk (inside projects)

In Timelint, service desk is inside projects.

Support isn’t a separate universe — it’s delivery work with SLAs and boundaries.

What a service desk project is

A service desk project is a project with:

• the normal project ticket workspace
• a client portal for intake and replies
• SLA and contract-hour context attached to tickets
• extra service-desk-specific views where they add something useful

That means you still get the normal project ways of working:

• list view
• kanban board
• statuses and ticket types
• the same ticket detail view your team already uses

Triage view

Use the service desk list when your question is: “what needs attention right now?”

The workflow (recommended)

1. Intake (portal requests)
2. Queue + triage
3. Route into delivery statuses or onto the board
4. Keep client updates on the ticket thread

First response SLA (how to use it)

A “first response” SLA is about acknowledgement and triage:

• confirm it’s received
• set expectations
• ask for missing info (once)

Practical approach:

1. Triage from the queue (don’t open tabs at random)
2. Reply once with the next step (or request missing info)
3. Assign an owner and route it into delivery statuses

Habit loop (what actually keeps it calm)

• use a triage checklist
• keep priorities boring
• always assign an owner
• always write the next step as a sentence

Useful templates:

• Support intake form template
• Ticket triage checklist
• First response SLA policy template
• SLA escalation policy template