Enterprise-Grade Helpdesk Features
Everything you need to manage internal IT support and customer tickets — built for security, scale, and speed. Completely free.
Multi-Tenant Architecture
Host multiple organizations from a single platform with complete data isolation. Each tenant operates in its own secure environment, ensuring zero cross-contamination of sensitive support data.
- Tenant-level data isolation with per-organization routing
- Centralized platform admin for managing all tenants
- Dedicated org URL path (e.g., https://trackmyticket.luminoai.online/acme/login)
- Independent user management per tenant
Dedicated Database Isolation
Unlike shared-schema multi-tenancy, TrackMyTickets provides true database-level separation. Each organization gets its own database instance with encrypted credentials, meeting the strictest compliance requirements.
- Separate database per tenant — no shared tables
- Fernet-encrypted database credentials at rest
- Bring Your Own Database (BYODB) support for enterprise clients
- Automatic database provisioning on tenant registration
Role-Based Access Control (RBAC)
Granular permission management ensures that every team member sees exactly what they need — nothing more, nothing less. From platform super-admins to individual agents, every role is precisely scoped.
- Four built-in roles: Platform Admin, Org Admin, Manager, Employee
- Department-scoped ticket visibility for managers
- JWT-based authentication with token blacklisting
- Secure OTP-based password reset with brute-force protection
SLA & Ticket Lifecycle Tracking
Define service level agreements and monitor compliance in real time. Track every stage of a ticket's lifecycle from creation through resolution, with full audit logging for accountability.
- Priority-based SLA timers (Critical, High, Medium, Low)
- Complete audit trail for every ticket state change
- Automated status workflows (Open → In Progress → Resolved)
- Department-based ticket routing and assignment
Real-Time Analytics & Reporting
Make data-driven decisions with live dashboards that surface actionable insights. Monitor agent workloads, resolution times, and organizational trends at a glance.
- Admin dashboard with ticket volume, SLA compliance, and agent metrics
- Department-level performance breakdown
- Export-ready reports for stakeholder communication
- Platform-wide analytics for multi-tenant operators
Knowledge Base & Canned Responses
Reduce ticket volume by empowering users with self-service resources. Build a searchable knowledge base and arm your agents with pre-written responses for common issues.
- Searchable articles with view counts and helpfulness ratings
- Category-based organization for easy navigation
- Canned responses with usage tracking for agent efficiency
- Rich text content with file attachment support
Project-Based Ticket Organization
Organize tickets into projects with unique prefixes for clean identification. Each project generates sequential, atomic ticket IDs — no duplicates, no collisions, even under high concurrency.
- Custom project keys (e.g., SUP-001, BUG-042)
- Atomic ticket ID generation with zero collision risk
- Cross-project search and filtering
- Department-to-project mapping for organizational clarity
Distraction-Free, Modern Interface
A clean, intuitive design built for focus. No bloated menus or unnecessary features cluttering your workflow — just the tools you need to resolve issues fast.
- Responsive design optimized for desktop and mobile
- Real-time notifications with badge counters
- Smooth micro-animations for a premium feel
- Accessible interface with proper ARIA roles and keyboard navigation