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New Ticket
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① Identification
② Environment
③ Problem
④ Steps Taken
⑤ Documentation
Identification & Prioritization
Subject Line *
State the issue and the affected system clearly.
Severity / Priority *
P1 — Critical (System Down)
P2 — High (Major Impact)
P3 — Medium (Degraded)
P4 — Low (General Inquiry)
Client Company
Business Impact
Who and what is affected? How many users? Which processes?
Category
Gateway / Routing
VLAN Configuration
Subnet / IPAM
Switch / Port
VPN
Firewall
Hardware
Software
Access / Auth
Other
Assign To
Auto-assign
Sarah Reyes
James Martinez
Laura Peterson
Alex Kumar
Device Information
Device Model
Serial Number
Firmware / Software Version
Device / Hostname
Environment Context
Site / Location
IP Address(es)
VLAN / Network Segment
— None / Not applicable —
VLAN 10 · MGMT
VLAN 20 · SERVERS
VLAN 30 · USERS
VLAN 40 · GUEST
VLAN 50 · VOIP
VLAN 60 · PRINTERS
Other / Custom
Custom VLAN / Segment
Problem Description
Full Description *
Exact Error Messages / Codes
Issue Start Time
When was the issue first observed?
Occurrence Pattern
Persistent — ongoing since first occurrence
Intermittent — comes and goes
Scheduled — occurs at specific times
Single occurrence — happened once
Log File Content
Steps to Reproduce
Troubleshooting Already Performed
Being thorough here saves time — the support team will not ask you to repeat these steps.
Supporting Documentation
Screenshots
Error dialogs, device status screens, dashboard views showing the problem.
🖼
Drop screenshots here
Network Topology / Diagrams
A visual map of the connection — essential for complex infrastructure issues.
🗺
Drop diagrams here
Log Files
Full Syslogs, Event Logs, or Crash Dumps. Paste excerpts in the Problem tab.
📋
Drop log files here
Configuration Files
Attach relevant config files.
Redact passwords and keys
before attaching.
⚙
Drop config files here
⚠ Always redact sensitive information (passwords, API keys, private IPs if applicable) from config files and screenshots before attaching.
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Add Company
// Client Profile
Company Info
Network & VLANs
Contacts
Custom Fields
Import Data
Core Information
Company Name *
Website
Account Type
MSP Contract
Enterprise
Partner
Prospect
Inactive
Industry
SLA Tier
Platinum — 4h
Gold — 8h
Silver — 24h
Basic — 72h
Account Manager
Sarah Reyes
James Martinez
Laura Peterson
Alex Kumar
HQ Address
Contract Renewal
Notes
VLAN Table — click any cell to edit
+ Add VLAN
VLAN ID
Name
Subnet
Gateway
DHCP Range
Mode
Assign
Network Details
Firewall Model
ISP / Uplink
DNS Servers
NTP Server
Primary Contact
Name
Role
Email
Phone
Secondary Contact
Name
Role
Email
Phone
Custom Fields
+ Add Field
Custom fields store company-specific data: ERP system, MSP rate, firewall credentials, escalation paths, on-site schedules, etc.
Import from CSV or JSON
📥
Drop
.csv
or
.json
here, or
click to browse
Columns: name, website, type, industry, sla, vlan_id, subnet, gateway, contact_name, email
✓ Data imported — review other tabs before saving.
Paste JSON or CSV
Parse & Fill Fields
Clear All
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Create Company
New Problem
// Create
Company
Impact
Critical
High
Medium
Low
Description *
Scope / Affected
Status
Investigating
Root Cause ID
Solution Found
Closed
Related Ticket IDs
Delete
Cancel
Create Problem
New Change Request
// Create
Company
Risk
Critical
High
Medium
Low
Title *
Type
Normal
Standard
Emergency
CAB Status
Pending CAB
In Review
Approved
Completed
Planned Window
Delete
Cancel
Create Request
Add Contact
Full Name *
Company
Role / Title
Type
Escalation
Technical
Secondary
Billing
Email
Phone
Delete
Cancel
Save Contact
Esc
Start typing to search...
New Article
// Knowledge Base
Title *
Category
Network
Software
Hardware
Access
Security
Other
Tags (comma-separated)
Content *
Delete
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Publish Article
New Template
Template Name *
Category
Gateway / Routing
VLAN Configuration
Hardware
Software
Security
Other
Priority
Critical
High
Medium
Low
Default Assignee
Auto-assign
Sarah Reyes
James Martinez
Laura Peterson
Alex Kumar
Schedule
One-time
Weekly
Monthly
Quarterly
Description
Delete
Cancel
Save Template
Add User
Full Name *
Email *
Role
Admin
Technician
Read Only
Status
Active
Inactive
Remove
Cancel
Save User
Add Asset
Device Name / Hostname *
Type
Firewall
Switch
Router
Server
Laptop
Desktop
AP
Printer
UPS
Other
Company
Status
OK / Online
Warning
Critical
Offline
Retired
Device Details
Model
Serial Number
Firmware / OS Version
Warranty Expiry
Network
IP Address
MAC Address
Site / Location
Notes
Remove
Cancel
Add Asset
New Contract
Contract Name *
Company
Contract Type
MSP Contract
Break-Fix
Support Agreement
Hardware Maintenance
Software License
Project
Monthly Value (฿)
Start Date
End Date
Status
Active
Expiring
Expired
Prospect
Cancelled
Auto-Renew
Yes — auto-renew
No — manual renewal
Notes
Delete
Cancel
Create Contract
New SLA Policy
Policy Name *
First Response (h)
Resolution (h)
Escalation (h)
Business Hours
24×7 — Always on
8×5 — Business hours (Mon–Fri)
12×6 — Extended hours
Delete
Cancel
Create Policy
Schedule Maintenance
Event Title *
Type
Maintenance
Change Window
On-site Visit
Planned Outage
Review / Audit
Company
Start Date & Time
End Date & Time
Technician
Status
Scheduled
In Progress
Done
Cancelled
Notes
Delete
Cancel
Schedule