Internal help desk software for every department
Employees need help from IT, HR, finance, facilities and administration. Luradesk gives each department an organized queue and gives employees one place to ask.
Why internal requests get lost
Inside a company, requests travel through informal channels: a message to the IT person, an e-mail to HR, a question in the hallway. That works for a few people. As the company grows, the same small team receives dozens of requests a day with no priority, no history and no way to show how much work they actually handle.
One portal, several departments
With Luradesk you create an internal service desk for employees. Inside it, each department has its own queue:
| Department | Typical requests |
|---|---|
| IT | Access and passwords, new equipment, software installation, incidents |
| HR | Payroll questions, benefits, documents, onboarding and offboarding |
| Finance | Reimbursements, purchase requests, supplier payments |
| Facilities / maintenance | Repairs, room setup, cleaning, safety issues |
| Administration | Contracts, travel, office supplies |
Employees choose the category that matches their need. Categories can route tickets directly to the right department, so nobody needs to forward messages manually.
Confidential requests stay confidential
Some requests should never be visible to every agent. HR cases, salary questions and complaints are the obvious examples. In Luradesk you can mark a department as confidential. Its tickets are created as restricted and are visible only to:
- tenant administrators;
- the agent assigned to the ticket;
- department members explicitly allowed to see restricted tickets.
The rule is applied by the server for every list, search, page and download. An agent from IT does not see an HR case by changing a URL.
Employees and customers are kept apart
Employees are internal requesters and can only use internal service desks. Customers are external requesters and can only use external desks. If your company also serves customers, both operations run in the same Luradesk account without mixing data.
Measure the work of each department
The dashboard shows volume by department and by agent, open and overdue tickets and SLA indicators. That data helps department leads explain workload, plan staffing and find recurring problems that deserve a permanent fix.
Start small
A practical way to start is with one department, usually IT, and two or three categories. When the team is comfortable, add the next department. The guide how to set up an internal IT help desk walks through the steps.
Put every support request in one place
Create your help desk on the Free plan, invite your team and open the first ticket in a few minutes.