Dragonfly Ticket Tracker
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NumberSubjectRequesterQueueSeverityStatusOwnerReceivedDue
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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.

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.

Technicians

Someone appears here after they open the Ticket Tracker once.

Saved replies

Add a reply

Filled in when you insert it: {ticket} the ticket number, {subject} its subject, {due} its response due date, {me} your name.

Request types

Merge into another ticket

Satisfaction survey

Make a short form in Microsoft Forms in your own Microsoft 365, for example one rating question, and paste its share link here. "Add the survey link" then appears beside Send on every ticket. The answers go to your form; nothing passes through Dragonfly.

Optional: put {ticket} in a pre-filled link and the ticket number is filled in for you.

SLAs

Off: no due dates, no SLA pills and no SLA report on the queue.

Business hours

Round the clock: every day, 00:00 to 24:00. Hour targets count business hours only.

Changes (the last 20)

    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
    • Saved replies — your team's standard answers, inserted above the reply box with the ticket number and due date filled in
    • Internal notes — a note on a ticket for your team only, never emailed to the requester
    • Request types — your own kinds of request on every ticket, and a filter for them on the queue
    • Merge duplicates — two tickets about the same thing become one conversation, nothing deleted
    • The response clock — due by severity within your support hours, overdue in red
    • Response commitments you can switch on or off — the standard first-response rule, in Tools → SLAs
    • Automatic acknowledgement — sent with the ticket number and the committed response time
    • Work views — My tickets, Unassigned, Overdue and Waiting
    • 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
    Most complete

    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
    • Your own SLAs — assigned, first response and resolved targets, your hours and holidays, the clock paused while you wait on the customer
    • Satisfaction survey — a link to your own Microsoft Form, added to a reply in one click; the answers stay in your tenant
    • Reporting against your SLAs — met, missed and still open, by queue and severity, for any period, exported or emailed

    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.

    SLA report

    Met: assigned, replied to or resolved (the Kind) at or before the ticket's own target. Missed: after it, or not yet with the target past. Open: not yet, and the target not yet reached, or paused while waiting on the requester. A ticket resolved with no reply on record counts by its resolved time. A ticket judged with that kind off is counted as received only. Each ticket keeps the targets it arrived with. Severity is the ticket's current severity.