Run an internal help desk for staff service and support requests

How the module works

Employees submit requests through the help desk portal, describing the issue and selecting a category such as hardware, software, network access, or a general service request. Each submission becomes a ticket with a status that updates as it moves through the resolution process, from submitted to in progress to resolved.

Tickets can be routed automatically or manually to the appropriate technician or team based on configurable workflows, and priority levels help support staff address urgent issues, such as an outage affecting public safety operations, ahead of routine requests. Comments and updates are attached directly to each ticket, keeping the full history of a request in one place.

• Employee-submitted tickets categorized by issue type
• Configurable routing and priority workflows
• Status tracking from submission through resolution
• Centralized comment and update history per ticket

Who uses this module

City employees across every department use the help desk to report technical problems or request IT support without needing to know who on the team to contact directly. IT staff use the module as their primary workspace for triaging, assigning, and resolving tickets, giving them a clear queue of outstanding work.

Department heads can use reporting views to understand recurring issues affecting their teams, and city IT leadership can use consolidated ticket data to identify systemic problems, recurring hardware issues, or training needs across the organization. Because the module is internal-facing, residents are not direct users, though other departments may use it to route internal service requests beyond pure IT issues.

Workflow and operational benefits

A centralized help desk reduces the informal, ad hoc requests that often arrive by phone, walk-up, or personal email, giving IT staff a single queue to manage instead of scattered inputs. Status tracking keeps employees informed about the progress of their request without needing to follow up directly with a technician.

Configurable workflows let the IT team define escalation paths for urgent issues, ensuring critical outages are addressed quickly. An audit trail of ticket activity supports accountability, helps identify bottlenecks in resolution time, and gives IT leadership the documentation needed to justify staffing or equipment decisions.

Why municipalities choose GovGrids for help desk support

This module is included in every GovGrids plan along with all 15 modules, so cities gain a functional internal ticketing system without procuring separate help desk software. Plans start at $1,500 per month, all-inclusive, with population-tiered pricing that fits municipalities of varying sizes.

GovGrids does not require long-term contracts, which lowers the barrier for IT departments to replace informal request tracking with a structured system, and because GovGrids is generally more affordable than legacy incumbents, cities can improve internal support operations without a disruptive cost increase. Employees can submit and track tickets from a browser or from the GovGrids iOS and Android apps, which is useful for staff working outside a traditional office setting.

How It Works

1. Step 1

   Submit and categorize the ticket

   Employees submit requests through the portal, describing the issue and selecting a category such as hardware, software, or network access.

2. Step 2

   Route and prioritize the request

   Tickets are routed automatically or manually to the appropriate technician based on configurable workflows, with priority levels helping staff address urgent issues first.

3. Step 3

   Track status to resolution

   Each ticket carries a status that updates from submitted to in progress to resolved, with comments and updates attached to keep a complete history.

Who It's For

• IT Staff
• Department Staff
• Department Head
• City IT Leadership

Frequently Asked Questions

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