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Features · Service desk

Service desk for agencies, inside projects.

Queue, triage, SLA, and ownership in one view. Service desk is a project capability. Requests land in the same workflow as delivery.

  • Queue, SLA, and ownership in one view.
  • Triage without losing project context.
  • No separate ticket system.
  • Portal requests land in project statuses.
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Timelint service desk queue with SLA sorting

Intake → triage → delivery

A service desk workflow designed for movement.

Queue

A single entry point for new requests. Clear ordering and ownership.

Triage

Sort, label, assign. Route work into the right project status.

SLA

See at-risk tickets where you already work.

Workflows

Service desk lives inside the same project workflow. Status stays consistent.

Notifications

Action-oriented updates so nothing gets buried.

Portal

A clean intake surface for clients. Less ambiguity.

Templates for intake and triage

Copy/paste-ready policies and checklists to keep the queue moving.

First response SLA policy template
SLA
Priority levels, targets, business hours, and escalation rules.
SLA escalation policy template
Service desk
When to re-prioritise, who owns escalation, and how to communicate delays.
Support intake form template
Intake
The minimum fields that keep triage fast without making clients hate you.
Ticket triage checklist
Triage
Clarify, route, assign, set the next step, and protect retainer boundaries.

Related docs

How service desk works inside Timelint.

Service desk (inside projects)
Docs
Queue + triage + SLA visibility inside the same project workflow as delivery.
Client portal
Docs
Requests, status visibility, and threaded replies for agency tickets.
Retainers and contract hours
Docs
Run retainers with clear boundaries: time notes and out-of-contract handling.

FAQ

Answers to common questions. Keyboard-friendly and accessible by default.

Is this a separate ticket system? +
No. Service desk is a project capability. Requests land as normal tickets inside the same workflow as delivery.
Do you support SLAs? +
Yes. First response SLA is designed to be visible in the queue and on the ticket.
Can clients submit requests? +
Yes. Clients use the portal to create requests, follow status, and reply in one thread.
Can we track retainer hours? +
Yes. Service desk projects can track contract hours and remaining time as work is logged.
Do you have an SLA policy template? +
Yes. A first response SLA policy template is available in Resources: https://timelint.com/resources/first-response-sla-policy-template

Keep intake attached to delivery

A service desk for agencies that stays inside projects.

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