Requester view
Shows the submitted issue, public replies, attachments, current state, and any information the support team needs next.
A ticket is not just a subject, description, and current status. It is a conversation and a sequence of assignments, responses, deadlines, decisions, and attachments that must remain understandable after the issue is closed.
PHPRunner and ASPRunner.NET can provide the forms, permissions, and workflow pages, while the durable design principle is to preserve the ticket timeline instead of continually overwriting its history.
Store the ticket’s current state for fast filtering, but record every meaningful change as a separate event. Keep customer-visible replies separate from internal notes, calculate response deadlines from timestamps and service rules, and give customers and support staff different views of the same case.
The ticket record holds stable information such as requester, subject, category, current owner, priority, and status. Related timeline records hold messages, assignments, status changes, attachments, and system events. This makes the current queue easy to search without sacrificing the history needed to understand what happened.
“Open,” “waiting for customer,” “waiting for support,” and “resolved” should determine who is expected to act next and which deadline is running. A status change should validate the required information, record the responsible user and time, and trigger notifications only when the transition actually requires them.
Created and closed dates are not enough for meaningful service reporting. Record first response, each reassignment, periods waiting on the requester, resolution, and reopening. Then define whether service targets use elapsed hours, business hours, or a calendar with holidays before presenting an SLA result.
Shows the submitted issue, public replies, attachments, current state, and any information the support team needs next.
Adds assignment, priority, internal notes, service timers, related cases, and controlled workflow actions.
Both products can build authenticated customer and staff pages, master-detail ticket timelines, record ownership, role-based permissions, file uploads, notifications, reports, and dashboards. A dedicated HelpDesk template is also available as a starting point for projects that need email intake, a knowledge base, canned replies, and separate customer and support interfaces.