Initiatives / Systems & Infrastructure
Ticket System
A self-hosted ticketing system built for Monash Automation. Members raise a request from Discord, admins track it through to resolution, and none of it runs through a third-party SaaS tool.
- Team
- Systems & Infrastructure
- Project lead
- Sebastian Keet
- Channels
- Web app and Discord
Start a ticket in seconds
Fill out a short form on the web app and it routes to the right team automatically, whether that's Infrastructure, Facilities or whoever owns the request. Or skip the web app and type /ticket in Discord, fill out a quick modal and you're done, no sign-in required. Either way, the ticket lands in the admin queue right away, and you get a link back to check on it.
Every conversation, live
Once a ticket is open, replies show up in the thread as they're sent, with no refreshing. Admins can leave internal notes hidden from the requester, attach screenshots or files, and adjust the status, priority and SLA due date from the sidebar as the ticket moves along. It's built to feel like a live conversation rather than a form you submit and forget.
One queue, full visibility
Every ticket appears in a single table with submitter, status, priority, assignee, tags and SLA due date visible at once. Admins can filter by any of those fields, and overdue tickets highlight themselves, so nothing gets found out about too late.
