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App template

Help desk template for support queues and SLAs

Route customer issues through queues with priorities, SLAs, and agent assignments.

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support.queue.appSupport
Agent queue

Route customer issues through queues with priorities, SLAs, and agent assignments.

New14
Waiting22
Breaching SLA3
  • #9921 Billing mismatchHigh · 1h left
  • #9918 Login loopNormal · Assigned
  • #9910 Feature askLow · Triage

What's included

Route customer issues through queues with priorities, SLAs, and agent assignments.

Intended users

  • Support managers
  • CX leads
  • IT service desks

Suggested stack

  • PostgreSQL
  • Next.js

Core features

Ticket queues

SLA timers

Canned responses

Customer history

Escalation rules

Main workflows

Triage ticket

Set priority, assign queue, start SLA clock.

Resolve and survey

Close ticket, send CSAT, link knowledge article.

Escalate

Notify lead, bump priority, attach internal notes.

Database model / entities

Distinct domain entities — not a renamed generic CRUD list.

TicketIssue with priority and status.
QueueTeam inbox with routing rules.
CustomerRequester profile and past tickets.
MacroReusable response snippet.

User roles

  • Agent
  • Lead
  • Admin
  • Requester

Possible integrations

Applications built from this template can connect to these services via their APIs.

  • Resend
  • Slack
  • GitHub

Example prompt

Copy this into Evonx to start from a production-shaped brief instead of a blank canvas.

Create a help desk with tickets, queues, SLAs, macros, and customer history. Include email notifications and internal notes on tickets.

How Evonx customizes this template

Start from the domain model above, describe the workflows your team needs, and Evonx generates a working preview you can refine. For teams with an existing codebase, the same agent can extend repositories instead of starting from a blank project.

Related resources

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FAQ

Does the help desk template include SLA queues?

Yes. Tickets, priorities, agent queues, and SLA-oriented workflows are modeled so support teams can triage consistently.

Can customers open tickets from a portal?

Pair with the customer portal template—shared ticket entities with role-based visibility keep both surfaces coherent.

How do we notify agents in Slack?

Implement Slack webhooks or bot messages in your app using the Slack integration guidance—not as a claimed official partnership.

Can we import macros from an existing help desk?

Import your repo and describe macros as reusable reply or workflow entities; Evonx evolves them in preview before merge.

Build production software with Evonx

Start from a template or connect an existing repository. Evonx helps you ship real applications with preview, evolution threads, and pull-request delivery—not disposable demos.

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