Dragonfly Technologies · Ticket Tracker

Ticket Tracker

Access restricted to your organization's accounts

/ Ticket Tracker

You have the Ticket Viewer role, which is read-only. Ask your administrator for Ticket Editor to create tickets, take ownership and reply.

Tools

Bring open tickets over

Number	Subject	Requester	Queue	Severity	Status	Owner	Received	Response due
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New ticket

For a request that did not arrive by email, for example a phone call. Mail-borne tickets are created by the flow.

Subject

Requester

Queue

Details

Attachments

Optional. A screenshot, a document, anything the requester gave you. Files stay in your own SharePoint, in the site's library under Tickets/<number>. Up to 25 MB each.

Lite and Premium

Lite

A shared inbox with a clock and an owner. Simpler than a spreadsheet, not more capable than a help desk suite.

Email in, ticket out: a flow in your own tenant turns mail to your support address into tickets and keeps replies on the thread
Reply from the app, sent as the queue address
The response clock: due by severity within your support hours, overdue in red
Automatic acknowledgement with the ticket number and the committed response time
Mine, Unassigned, Overdue and Waiting work views
A ticket by hand, for a phone call
Bring open tickets over from your old helpdesk: a form or an Excel template, checked and previewed before anything is written
Attachments on any ticket, kept in your own SharePoint
Editor and Viewer roles; every ticket stays in your own SharePoint

Premium

For a desk with more than one queue and commitments to report on.

Everything in Lite
AI triage: a suggested severity and category, and a drafted first reply
Several queues with one rollup: every queue's open, overdue and unassigned counts on one strip
Bring open tickets over with AI: paste an export from your old helpdesk and the form is filled in for you to check
Reporting against the response commitments: met, missed and still open, by queue and severity, for any period

Planned means designed and not yet built — it is not part of what Premium delivers today, and nothing here is charged for until it ships. This deployment is on the Lite plan.

Response commitments

Tickets received in the last

Met: a first response at or before the ticket's due date. Missed: after it, or none yet with the date past. Open: no response yet and the date not yet reached. A ticket resolved with no reply on record counts by its resolved time. Tickets with no due date are counted as received only. Severity is the ticket's current severity.