One system for tickets, assets, reservations, and everything that keeps a workplace running.
Built for IT and facilities teams juggling requests across too many tools. The Big Thicket Helpdesk brings ticketing, asset tracking, scheduling, and reporting into one place.
Built to replace the pile of separate tools most teams end up with.
Every module below shares the same data — an asset, a ticket, and a reservation can all reference each other instead of living in disconnected systems.
Ticketing
A single queue for every request, with custom tags, full activity history, and an audit trail on every ticket from open to close.
Asset Management
Track technology, facilities, and vehicles in one system, each with ownership history and every ticket ever tied back to it.
Reservations
Book rooms, equipment, and vehicles straight from their asset records, with configurable rules for how double-bookings get handled.
SLAs & Business Hours
Set response and resolution targets per ticket type, measured against real business-hours calendars rather than a naive 24/7 clock, with automatic breach tracking.
Workflows & Forms
Build custom intake forms and multi-step workflows for things like onboarding, with visibility rules controlling who sees what.
Knowledge Base
Public and internal articles with visibility controls down to the individual team, so sensitive documentation stays internal by default.
Password Vault
Shared credentials organized into access-controlled groups, encrypted at rest, so passwords stop living in spreadsheets and sticky notes.
Customer Portal
A dedicated, signed-in portal where end users submit and track their own requests, browse the knowledge base, and fill out forms.
Reporting & Dashboards
Save custom report configurations that always query live data, plus shareable dashboards for the metrics your team checks every day.
Modular by design — not just customizable at the edges.
Almost nothing in the helpdesk is hardcoded to one team's process. Forms, workflows, routing, SLAs, security policy, and access control are all configured from within the system itself, so it can be shaped around how your org actually works instead of the other way around.
Custom Forms & Fields
Build intake forms field by field — text, paragraph, number, date, dropdown, radio, checkbox, even an asset picker. Fields can show or hide based on an earlier answer, so one form adapts instead of you maintaining five.
Custom Workflows
Attach a multi-step workflow to any form, so what happens after submission — approvals, assignments, notifications — is defined per form, not hardcoded into the system.
Custom Routing Rules
Route incoming tickets automatically based on conditions you define, instead of everything landing in one shared queue for someone to sort by hand.
Custom SLA Policies
Set your own response and resolution targets per ticket type, measured against whatever business-hours calendar you configure — not a fixed 24/7 clock.
Custom Security Settings
Session timeout, password complexity, lockout thresholds, and step-up authentication for the password vault are all admin-configurable at runtime, not fixed in code.
Custom Access & Visibility
Control who sees what — knowledge base articles, forms, password groups — down to the individual team or user, rather than a single all-or-nothing permission switch.
Requests come in over email and land as real tickets.
Inbound email automatically creates and updates tickets. If a message was forwarded rather than sent directly, the helpdesk can detect that and credit the original sender — so who actually reported the issue never gets lost, even when it comes through secondhand.