Internal IT Helpdesk

Internal IT help desk: access, hardware and software tickets, a knowledge base, an outage board and a private IT room.

7 categories
31 channels
12 roles
Medium

Choose a server, review what will be created or reused, then confirm. Merge keeps what you have; replace rebuilds the server. Vetox takes a safety backup first either way.

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Server structure

Channels

NOTICEBOARD

it-announcements
New tools, policy changes and rollouts that affect everyone.
outage-board
What is down, since when, and the next update time. Mentions Outage Alerts.
maintenance-calendar
Planned windows and what will be unavailable. Mentions Maintenance Pings.
security-advisories
Phishing campaigns, required updates and password resets.
it-policies
Acceptable use, device and password policies. Pick your alert roles here.

SERVICE DESK

access-tickets
Accounts, permissions, shared drives and group membership. Open a ticket from the panel.
hardware-tickets
Laptops, monitors, docks, peripherals and replacements.
software-tickets
Installs, licences, updates and tools you need.
report-an-issue
Something is broken right now. Say what, since when, and whether others are affected.
report-phishing
Suspicious email or message? Open a ticket here; it goes straight to Security.

KNOWLEDGE BASE

how-to-guides
One guide per thread, maintained by IT. Search before you open a ticket.
known-issues
Problems we know about, the workaround, and the fix status.
self-service-tips
Password resets, MFA re-enrolment and the other things you can do yourself.
new-hire-setup
First-day checklist: accounts, devices, VPN, MFA, in that order.

ASK IT

ask-it10s slowmode
Quick questions. If it needs someone to do something, open a ticket instead.
remote-work-help
VPN, home network, video calls and working from anywhere else.
Walk-up Desk

WATER COOLER

water-cooler
Not IT. Keep the desk channels for the desk.
Break Room
AFK

IT TEAM ROOM

it-team
The team channel. Who is on what, what is stuck, what needs a second pair of hands.
ticket-queueHidden from @everyone
Vetox posts new and updated tickets here.
change-approvalsHidden from @everyone
One message per change: what, when, rollback plan. Approved in thread.
oncall-handoff
Friday handover: open incidents, pending changes, anything that might wake you up.
vendor-contacts
Support numbers, contract references and who owns each relationship.
monitoring-alertsHidden from @everyone
Alerts from monitoring. Acknowledge with a reaction, discuss in #it-team.
IT War Room
IT Standup

SECURITY

security-triage
Phishing reports and suspicious activity, one thread per case.
incident-log
Confirmed incidents: timeline, scope, containment, close-out.
it-audit-logHidden from @everyone
Vetox posts role, channel and message logs here.

Roles

IT DirectorAdministrator
IT ManagerAdministrator
SysadminModerator
Service Desk AnalystModerator
Network EngineerModerator
Security TeamModerator
Employee
Contractor
New Hire
Outage Alerts
Maintenance Pings

Overview

An IT help desk for one company's employees, built so that a request lands in the right queue without anyone reading it first. Service Desk has four ticket panels: #access-tickets for accounts and permissions, #hardware-tickets for laptops, monitors and peripherals, #software-tickets for installs and licences, and #report-an-issue for anything that is broken right now, plus #report-phishing so a suspicious email reaches the Security Team in seconds. Noticeboard is read-only and carries #outage-board, #maintenance-calendar, #security-advisories and #it-policies; an Outage Alerts role lets staff opt in to being pinged. Knowledge Base holds #how-to-guides, a forum only IT can post to, tagged VPN, Email, Printers, Laptops, MFA and Onboarding, alongside #known-issues and #new-hire-setup. Ask IT is the public floor for quick questions and a Walk-up Desk voice room for screen-sharing. The IT Team Room is hidden from employees and holds #ticket-queue, #change-approvals, #oncall-handoff and the #monitoring-alerts feed; Security is a smaller hidden category for #security-triage and #incident-log.

When to use it

Employees message whichever IT person they know, so requests get lost when that person is out, nobody can see how many laptop requests are open, and the same VPN question is answered forty times a quarter. This layout sorts every request into a typed ticket queue, publishes the answers that repeat in a knowledge base only IT can edit, and puts outages on a board employees read before they ask.

What makes it different

Four ticket panels - access, hardware, software, broken - so the queue is sorted before an analyst opens it.
#how-to-guides is a forum only IT can post to, tagged VPN, Email, Printers, Laptops, MFA and Onboarding.
#report-phishing goes straight to the Security Team, separate from the general service queue.
#outage-board is read-only with an opt-in Outage Alerts role, so nobody is pinged who did not ask.
#change-approvals and #oncall-handoff live in the hidden IT Team Room, invisible to employees.

Recommended Vetox setup

Tickets
Create four panels in #access-tickets, #hardware-tickets, #software-tickets and #report-an-issue, and let Service Desk Analysts claim from each queue.
Self-Roles
Post a Self-Roles panel in #it-policies for Outage Alerts and Maintenance Pings so #outage-board mentions reach only the employees who want them.
Reminders
Schedule a Reminder in #oncall-handoff every Friday so the outgoing on-call writes a handover before the weekend.
Embed Messages
Use Embed Messages in #new-hire-setup for the first-day checklist so every new hire reads the same steps in the same order.
Logs
Send Logs to #it-audit-log so role grants, channel edits and message deletions have a record the Security Team can read.

Questions

Why is the knowledge base a forum if employees cannot post in it?

Each guide is a thread with a title, tags and a pinned first post, so it is searchable and can be updated in place. Employees can read and react; only IT roles can create or reply, so the guide stays the guide.

Where do contractors fit?

The Contractor role sees Noticeboard and Service Desk only - enough to open a ticket and read outage notices - and not Ask IT or the Knowledge Base, which reference internal systems. Grant Employee instead when a contractor should see everything.

How do I stop outage pings from annoying people?

#outage-board mentions the Outage Alerts role, and that role is self-assigned. People who want to know the moment the VPN drops opt in; everyone else reads the board when they need it.

Common mistakes

Answering requests wherever they arrive - DMs, hallway, a general channel - so nothing is counted and nothing is handed over when an analyst is out.
Letting employees post in the knowledge base, which turns a reference into a discussion within a week.

Consider instead

Product Support Hub The people you support are customers of a product rather than employees of one company.

Do you have any doubts?

Our team is there for you

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