Help & About

Everything you need to know about Deskit Dev

How do I submit a ticket?

Go to the Ticket Portal from the sidebar, select the appropriate category, fill in the form, and click Submit. You will receive a confirmation with your ticket number.

How do I track my ticket status?

After submitting, you can check the status on the Ticket Portal page. Staff members can view all tickets in Task Management.

What are the ticket statuses?

New — Ticket baru dibuat dan belum diproses. Otomatis saat ticket dibuat.

Assigned — Ticket telah ditugaskan kepada PIC yang bertanggung jawab. Setelah admin atau supervisor melakukan assignment.

In Progress — PIC sedang mengerjakan ticket. Setelah pengerjaan dimulai.

Pending User — Pengerjaan dihentikan sementara karena menunggu informasi atau konfirmasi dari user. Saat membutuhkan data tambahan atau approval dari user.

Pending External — Ticket menunggu tindakan dari pihak eksternal atau vendor. Jika penyelesaian bergantung pada pihak lain.

Resolved — Solusi telah diberikan. User masih dapat reopen tiket. Setelah 5 hari, status menjadi Closed. Setelah masalah berhasil diselesaikan.

Closed — Ticket ditutup secara final dan tidak dapat di-reopen. Setelah 5 hari Resolved, atau ditutup oleh staff.

Rejected — Ticket tidak dapat diproses karena tidak valid atau tidak memenuhi persyaratan. Setelah dilakukan verifikasi dan dinyatakan tidak valid.

Cancelled — Ticket dibatalkan oleh user atau admin sebelum proses selesai. Saat permintaan sudah tidak diperlukan lagi.

How does a ticket move between statuses?

Aturan Perubahan Status

New → Assigned : Ticket telah memiliki PIC.
Assigned → In Progress : PIC mulai mengerjakan ticket.
In Progress → Pending User : Menunggu informasi atau konfirmasi dari user.
In Progress → Pending External : Menunggu proses dari vendor atau pihak ketiga.
Pending User / Pending External → In Progress : Informasi atau proses yang ditunggu telah tersedia.
In Progress → Resolved : Solusi telah selesai diberikan.
Resolved → In Progress : User atau staff reopen tiket (maksimal 5 hari).
Resolved → Closed : Otomatis setelah 5 hari Resolved, atau ditutup oleh staff. Closed tidak dapat di-reopen.
New → Rejected : Ticket tidak memenuhi kriteria untuk diproses.
New / Assigned / In Progress → Cancelled : Ticket dibatalkan sebelum selesai diproses.

What channels can I use to submit tickets?

You can submit tickets via the Web Portal, WhatsApp, or Email. All channels are integrated into one dashboard.

What is a confidential ticket?

Certain ticket categories are marked as confidential. Only authorized staff can view the details of these tickets. Other users will see the ticket listed but with the subject masked.

For technical issues or system bugs, please contact:

IT Support

it.support@interport.co.id

Please login to submit feedback.

Terms of Use ============= By using this Support Desk system, you agree to the following terms: 1. This system is provided for internal use only. All submitted tickets and data are treated as company property. 2. Users must provide accurate information when submitting tickets or requests. 3. Misuse of the system, including submitting spam or false reports, may result in restricted access. 4. The system administrator reserves the right to modify these terms at any time. Privacy Policy =============== 1. Personal data collected (name, email, phone number, employee ID) is used solely for ticket management and communication purposes. 2. Ticket data may be accessed by authorized support staff and management for resolution and reporting. 3. Confidential tickets are restricted to authorized personnel only. 4. We do not share your personal data with third parties without your consent. 5. Data retention follows company policy. Closed tickets are retained for audit and reporting purposes.

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