Go to your helpdesk URL and enter the username and password provided by your administrator. If you've never logged in before, check your email for a welcome message with your credentials.

Click Forgot password? on the login page and enter your email address. You'll receive a reset link valid for 24 hours. If you don't see it, check your spam folder.

If your administrator has enabled it, there may be a link on the login page that says Submit an IT request without logging in. This lets anyone submit a support request — no account needed.

Ticket Foundry comes with 10 themes. Go to My Profile in the sidebar and click any theme swatch to switch instantly. Your choice is saved to your account — it won't affect anyone else.

Go to My Profile → Change Password. You'll need to enter your current password, then your new one twice. Passwords must be at least 8 characters.

The numbers at the top give you a quick snapshot of your ticket queue. Each pill is clickable — click one to instantly filter the board to that category.

Use the filter bar below the overview to narrow down tickets by status, priority, category, or assigned tech. Filters stack — you can combine them. Hit ✕ Clear to reset everything. The search bar searches ticket titles, descriptions, ticket numbers, requester names, and note content.

The dashboard defaults to a Kanban board — columns for New, In Progress, Waiting, and Done. Switch to List view for a table layout that's easier to scan when you have lots of tickets. Your preference is remembered.

Tickets that haven't been updated in a while show a colored age badge on both the board and list views. A yellow ⚠ badge means the ticket hasn't been touched in a few days. A red 🔴 badge means it's been stale for a week or more. Thresholds are configurable in Settings → Notifications → Ticket Aging Alerts.

In List view, checkboxes appear on the left of each row. Select one or more tickets and a bulk action bar appears at the top — change status, priority, or assigned tech across all selected tickets at once. Use Select All in the header to grab everything on the current page.

Click any ticket card to open the detail panel. From there you can update the status, change priority, add notes, view attachments, and see the full history.

Click the + New Ticket button at the top of the dashboard. Fill in the form and hit Submit. Your ticket gets a unique number and lands in the queue immediately.

Use the status dropdown in the ticket detail panel to move a ticket through the workflow. Changes save instantly.

The Notes & Comments section at the bottom of every ticket is where the team communicates about the issue. Click Add Note to leave an update. Notes are timestamped and show your name.

Good notes include: what you tried, what you found, what the next step is, or why you're waiting. This creates a clear history anyone can follow.

Check Internal only — don't notify requester before clicking Add Note to log a private note that won't trigger an email to the requester. Useful for internal troubleshooting details, escalation notes, or anything the requester doesn't need to see.

Internal notes are visually marked with a purple indicator so they're easy to spot in the thread.

Drag and drop files onto a ticket or use the upload button. Supported formats include images, PDFs, Word docs, spreadsheets, and ZIP files. Your administrator sets the maximum file size.

Use the Assigned To dropdown in the ticket detail to assign or reassign a ticket. The assigned tech will receive an email notification if notifications are enabled.

Description — what the project is about, with full rich text formatting.

Checklist — individual tasks that can be checked off as you go.

Notes — running commentary and updates from the team.

Attachments — relevant documents, diagrams, or files.

Status — Planning, Active, On Hold, or Complete.

Templates pre-fill the ticket form with a title, description, category, and priority for common request types. Instead of typing the same thing every time someone asks for a password reset or new laptop setup, you pick the template and most of the work is done.

When creating a new ticket, click Use Template and pick from the list. The form fills in automatically — you can still edit anything before submitting.

The User Directory is a list of everyone in your organisation — employees, contractors, whoever might submit IT requests. It's separate from login accounts. Someone can be in the directory without having a Ticket Foundry account.

When creating a ticket, the requester name field auto-suggests from the directory, so you can quickly look up the right person instead of typing their name and email manually every time.

If a directory entry doesn't have a Ticket Foundry account yet, you'll see a + Account button next to their name. Click it to create an account pre-filled with their details — no need to re-enter their name and email.

When enabled, a public form is available at /submit.php on your helpdesk URL. Anyone can fill it out without logging in — their request lands directly in the ticket queue tagged as a web form submission.

A link to the form also appears on the login page so people know it's there.

Go to Settings → Notifications → External Ticket Submission and toggle Enable public submit form. You can also:

• Restrict submissions to specific email domains (e.g., only @yourcompany.com addresses)

• Configure a custom welcome message shown at the top of the form

• Auto-email the submitter a confirmation with their ticket number

• Notify an admin when a new submission arrives

The Audit Log records every meaningful action taken in Ticket Foundry — who did what and when. You can't delete or edit it. Some examples of what's tracked:

Cron jobs are commands your server runs automatically on a schedule — like a scheduled task on Windows or a calendar reminder that triggers a script. Ticket Foundry uses them to send reports automatically.

Without cron jobs configured, scheduled reports will not send on their own — but you can always generate and send any report manually from the Reports page.

Go to Settings → Notifications to toggle each notification type independently. You can disable any of them without affecting the others.

A few things to check: