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:

• a client portal (intake + status visibility)
• a queue view for triage
• SLA + contract-hour context attached to tickets (not floating in spreadsheets)

The queue (triage view)

Use the queue when your day is: “what needs attention right now?”

The workflow (recommended)

1. Intake (portal requests)
2. Queue + triage
3. Route into delivery statuses
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