Help & About

Interport Service Desk

Help & About

Everything you need to know about Interport Service Desk

How do I submit a ticket?

Go to the Ticket Portal from the sidebar, select the appropriate category, fill in the form, and click Submit. You will receive a confirmation with your ticket number.

How do I track my ticket status?

After submitting, you can check the status on the Ticket Portal page. Staff members can view all tickets in Task Management.

What are the ticket statuses?

Open — Newly created. Investigating — Being worked on. Pending Info — Waiting for your response. Resolved — Solution applied. Closed — Completed and archived.

What channels can I use to submit tickets?

You can submit tickets via the Web Portal, WhatsApp, or Email. All channels are integrated into one dashboard.

What is a confidential ticket?

Certain ticket categories are marked as confidential. Only authorized staff can view the details of these tickets. Other users will see the ticket listed but with the subject masked.

For technical issues or system bugs, please contact:

ADM
Admin Demo
admin@demo.id
ucy
Rusydani
rusydani.sh@gmail.com

Please login to submit feedback.

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Interport Service Desk
Integrated Service Desk Platform · v1.5.0
📌 Background

In many organisations, internal service requests — whether to IT, HR, Finance, or other departments — are handled informally through personal WhatsApp messages, scattered emails, or verbal communication. This leads to requests being missed, untracked, and unresolved without accountability or history. There is no way to measure response times, prioritise urgency, or generate reports on recurring issues.

Interport Service Desk was built to solve exactly this problem — replacing chaotic, informal channels with a single, structured, and measurable service desk platform that works across all communication channels already in use inside the organisation.

🎯 Purpose

This system serves as the central hub for all internal service requests. It provides a standardised, transparent workflow — from ticket creation to final resolution:

  • → Centralise requests from Web, WhatsApp, and Email into a single unified dashboard
  • → Ensure every request is recorded, assigned, tracked, and resolved with full accountability
  • → Enforce SLAs with automatic deadline tracking and escalation visibility
  • → Enable managers to measure team performance and identify recurring problems
  • → Reduce resolution time and improve the internal service experience for all employees
✓ Benefits
📋
Full Traceability
Every ticket has a unique ID, full conversation history, RCA record, and audit log. Nothing gets lost or forgotten.
⚡
Faster Resolution
SLA timers, priority flags, and real-time notifications drive staff to respond and resolve within defined deadlines.
📊
Data-Driven Management
Dashboard analytics and Excel exports give managers clear visibility into team workload, bottlenecks, and recurring trends.
🌐
Omni-Channel Convenience
Employees submit via WhatsApp, Email, or Web Portal — all arriving in one inbox. No new apps to install.
🔒
Confidentiality & Access Control
Sensitive HR or executive tickets are hidden from unauthorised staff via category-level confidentiality settings.
📚
Self-Service Knowledge Base
A curated library of how-to guides reduces repetitive tickets by letting employees resolve common issues independently.
🏆 Advantages for Your Organisation
No Extra Apps Needed
Works with WhatsApp & Email your team already uses. Zero new app installations required for employees.
Built for Internal Use
Designed specifically for intra-organisational workflows — not a generic public support desk.
Fully Customisable
Service categories, SLA rules, form templates, and branding adapt entirely to your organisation.
Role-Based Access
SuperAdmin, Manager, SupportDesk, Auditor, and Portal User — each with precisely scoped permissions.
Audit-Ready
Full audit logs, RCA documentation, and resolution notes make internal compliance reviews effortless.
Scalable Architecture
Built on Django + Celery — handles growing ticket volumes and complex multi-department structures.
Interport Service Desk · v1.5.0 · Powered by Rusydani on Cloud
Terms of Use ============= By using this Support Desk system, you agree to the following terms: 1. This system is provided for internal use only. All submitted tickets and data are treated as company property. 2. Users must provide accurate information when submitting tickets or requests. 3. Misuse of the system, including submitting spam or false reports, may result in restricted access. 4. The system administrator reserves the right to modify these terms at any time. Privacy Policy =============== 1. Personal data collected (name, email, phone number, employee ID) is used solely for ticket management and communication purposes. 2. Ticket data may be accessed by authorized support staff and management for resolution and reporting. 3. Confidential tickets are restricted to authorized personnel only. 4. We do not share your personal data with third parties without your consent. 5. Data retention follows company policy. Closed tickets are retained for audit and reporting purposes.
v1.5.0 24 Jun 2026 Latest
  • E-Sign (Electronic Signatures) — A complete digital signature system! You can now request signatures from multiple people, adjust exactly where their signatures appear on the document via drag-and-drop, and automatically send them email requests. Completed documents are securely sealed and come with a scan-able QR code to verify authenticity.
  • Shared Documents — Need to share a policy or a guide with people outside the system? You can now create public documents using a simple visual editor or a Markdown editor, and instantly share them using a secure, public web link.
  • Project Management Module — Managing big tasks is now easier! You can create projects, organize them into different phases (like Planning, Execution, etc.), set up task checklists for your team, and track the overall timeline. You can even set custom header images and control who has permission to edit each project.
  • General UI Enhancements — The menu sidebar has been reorganized for better clarity, putting Categories and Document Templates under the "Master Data" section where they belong. We also fixed several visual bugs and smoothed out the Markdown editor experience.
v1.4.5 16 May 2026
  • App Portal — A new dedicated page is now available in the sidebar for all logged-in users. It displays company applications as rich cards with name, description, accent color, logo or emoji icon, and an optional badge label (e.g. "New", "Beta"). Each card links directly to the application URL in a new tab.
  • App Portal: Role-based visibility — Each app card can be configured to be visible only to specific roles (Super Admin, Manager, Support Desk, Auditor, Portal User), or to all users. Users only see apps they are permitted to access.
  • App Portal: SuperAdmin CRUD — Super Admins can add, edit, and delete app entries directly from the portal page without leaving the UI. Edit and delete actions appear as hover buttons on each card. A modal form provides fields for name, description, URL, icon, badge, accent color, role access, display order, and active status.
  • App Portal: Luxury design — The page features a dark hero section with animated ambient glow orbs, shimmer text animation, staggered card entrance animations, per-accent hover glow shadows, and an icon lift effect on hover.
v1.4.7 24 May 2026
  • Ticket Category Management — Categories and sub-categories can now be created, edited, and deleted directly from the desk UI — no need to access Django admin. Each category supports an emoji icon, name, parent, description, prefix code, and behaviour flags (Confidential, Attachment Required, Change Request).
  • Category: Behaviour flags — Toggle Confidential, Attachment Required, and Change Request (supporting letter) per category from a dedicated Behaviour section in the category form.
  • Category: Ticket template — Set a pre-filled subject and body text for new tickets submitted under each category, configurable from the same category form.
  • Category: Safety delete — Attempting to delete a category that still has active tickets or sub-categories shows a warning screen and disables the delete button until the blockers are resolved.
  • Document Template Management — Supporting letter templates can now be fully managed from the desk UI with a rich-text Quill editor (or raw HTML source mode) and an HTML source toggle.
  • Document Template: Dynamic field detection — Placeholder variables typed in the editor (e.g. {{nama_pemohon}}) are detected in real time and shown as chips below the editor.
  • Document Template: Inline field manager — Define up to 10 input fields per template (label, placeholder hint, default content, required toggle) directly from the template form. No admin panel needed.
  • Categories sidebar link — A new "🗂️ Categories" shortcut is now available in the sidebar for Manager and Super Admin roles.
v1.4.0 14 May 2026
  • User Manual — A new documentation section is now available, where staff can write and publish step-by-step guides for any application. Guides are organised into chapters and sub-chapters with no depth limit. Each page is written using a rich editor that supports headings, lists, images, tables, and embedded YouTube videos.
  • User Manual: FAQ pages — Any page in the manual can be marked as an FAQ, visually distinguished in the navigation with an amber indicator.
  • User Manual: Role-based publishing — Support Desk staff can write and save draft pages. Only Managers and Super Admins can publish pages to make them visible to all users.
  • User Manual: Sidebar shortcut — A "📖 User Manual" link is now available in the sidebar for all users, opening the manual in a new tab.
  • Timezone preference — Each user can now choose their own timezone from their Profile page. All dates and times shown throughout the system — tickets, chat messages, activity logs — will automatically display in the user's selected timezone.
  • Timezone auto-detect — The Profile page detects the user's browser timezone and suggests applying it automatically with a single click.
  • Knowledge Base: Markdown editor — When writing a Knowledge Base article, staff can now switch between a visual rich-text editor and a plain Markdown editor depending on their preference. The article's public view follows the same format the author chose.
  • My Tickets: Unread badge redesign — The unread message counter on My Tickets now sits cleanly inside the "Open Chat" button, making it easier to spot without cluttering the surrounding layout.
  • Fix: Chat widget connection stability — Fixed an issue where the chat widget would sometimes log errors in the background when a session had expired. The widget now checks whether the session is still valid before attempting to connect.
v1.3.5 09 May 2026
  • Live Chat: Correct message alignment — Messages sent by the current viewer always appear on the right; messages from the other party appear on the left, matching standard chat conventions for both portal users and staff.
  • Live Chat: Real sender names and avatars — WebSocket messages now resolve the sender's actual name and display the first letter of that name as the avatar, replacing the hardcoded "S"/"U" placeholders.
  • Live Chat: Typing indicator with sender identity — The typing indicator shows the name of the person currently typing and updates its avatar initial accordingly. The indicator is suppressed for the sender themselves (no self-echo).
  • Live Chat: Duplicate message fix — A single WebSocket connection is enforced per chat room session. Old connections are fully torn down (all event handlers cleared) before a new one is opened, eliminating duplicate message delivery.
  • Live Chat: Browser push notifications — When a new message arrives and the browser tab is not in focus, the browser's native Notification API delivers a push notification with the sender's name and a message preview. Requires one-time permission grant from the user.
  • Live Chat: Unread message divider — On entering a chat room, a "New Messages" divider line is inserted above the first unread staff reply since the user's last visit, so users immediately see where to catch up from.
  • Live Chat: Go to Bottom button — A floating button appears when the user scrolls up in the chat. It shows an unread message count badge when new messages arrive off-screen; clicking it scrolls to the latest message and clears the badge.
  • My Tickets: Keyword and status filters — Portal users can filter their ticket list by subject keyword and/or ticket status. Filters persist across pagination and can be cleared with a single button.
  • My Tickets: Pagination — The ticket list is paginated at 20 tickets per page with page navigation that preserves active filters.
  • My Tickets: Unread reply badges — Tickets with unread staff replies show a count badge and a highlighted border. The "Open Chat" button gains a ring accent when unread messages are present.
  • UI language: Full English throughout — All code-level strings, UI labels, toast messages, confirmation dialogs, and status indicators in the chat portal are now in English.
v1.3.0 28 Apr 2026
  • Knowledge Base: Highlighted Articles — Manager/SuperAdmin can pin up to 10 published articles as "Highlighted". Pinned articles appear in a dedicated gold-accented section on the KB home page and float to the top of every category listing with a star badge. Auto-unpinned when an article is unpublished.
  • Dashboard: Regional Coverage Map — Interactive Leaflet/OpenStreetMap widget on the staff dashboard. Circle markers sized and coloured by ticket volume per company unit; click-to-zoom, hover popups, and a ranking side panel. Company Unit filter propagates across all dashboard charts, tables, and the map.
  • Company Units: Geolocation — Added address, city, province, latitude, and longitude fields to Company Unit. Nominatim geocoding button auto-fills coordinates from address; click-to-set mini Leaflet map on the edit form; "Mapped" status badge in the unit list.
  • Email: Corporate domain validation — Relaxed email validation to accept corporate and custom domains, removing the restriction to known public providers only.
  • WhatsApp: Disconnect button — Added a disconnect action on the WhatsApp gateway settings page. Fixed nginx 502 error that occurred on container restart.
  • Infrastructure: nginx host hardening — Strict server-name host filtering in nginx config; gunicorn worker timeout increased; server names now parameterised via environment variable instead of being hardcoded.
  • Licensing: Agent limit enforcement — max_agents cap from the license is now enforced on user create, edit, and bulk import — prevents exceeding the licensed seat count.
  • Upgrade UX: Two-step payment modal — Payment method selection on the upgrade page redesigned as a two-step modal with clear options and visual confirmation before proceeding.
v1.2.9 23 Apr 2026
  • ISO 27001 Security Hardening (Phase 3) — Completed medium-term security remediation: accurate IP detection via django-ipware across all rate-limiting views, Content Security Policy header, licensing fingerprint no longer leaks partial SECRET_KEY.
  • Audit Log — New AuditLog model records security events (login success/failure, password change, bulk import, data export, ticket close) with actor, IP, and target. Read-only view in SuperAdmin panel.
  • PII Encryption — User phone number is now encrypted at rest using Fernet symmetric encryption.
  • nginx Media Serving — Added nginx reverse proxy container that serves /media/ and /static/ files directly, resolving missing images in production (DEBUG=False).
  • Security: .env excluded from Docker image — .dockerignore now prevents secrets from being baked into the image; credentials are injected at runtime via Docker Compose.
  • Fix: Evolution API key variable expansion — Rotated API keys to remove $ characters that caused Docker Compose to silently truncate credential values.
v1.2.8 17 Apr 2026
  • User Profile Page — New dedicated profile page at /desk/profile/ for viewing and editing display name, phone number, NIK, email, and changing password with strength indicator.
  • Phone Number Field — Added phone_number field to the User model, editable from the profile page.
  • Sidebar Avatar — Clicking the user avatar in the sidebar footer now navigates to the My Profile page.
  • Start Free Trial — Added "Start Free Trial" button on the License Activation page for systems in unlicensed or expired state, with daily quota reset.
  • Public Docs Exempt — /docs/ portal user documentation is now accessible without a license or login.
  • Deactivate Input Validation — Real-time inline hint on the deactivation confirmation input (red for wrong, green for correct).
v1.2.7 17 Apr 2026
  • License Status Redesign — Complete overhaul of the Subscription page using Joko UI: hero card with dynamic status color, metric cards, feature pills, compact audit log, and collapsible technical details.
  • Deactivate License — SuperAdmins can now deactivate the license directly from the Subscription page via a secure confirmation modal (type DEACTIVATE to confirm).
  • Subscription Sidebar Link — Added a dedicated "Subscription" entry to the sidebar navigation for SuperAdmins, showing the live license status badge.
  • Full Access on Empty Features — Fixed feature_required decorator to grant full access when features_json is empty on an active or grace license.
  • License Status in English — All license status page text translated to English; expiry card now shows "Lifetime" for perpetual licenses and "—" when unlicensed.
  • HTMX-Aware Redirect Fix — Licensing middleware now sends HX-Redirect headers for HTMX background requests, preventing infinite sidebar loops.
v1.2.6 15 Apr 2026
  • Dynamic Form Builder Enhancements — Improved logic configuration with section-based navigation and collision detection.
  • Zen Mode — Added a high-focus full-screen mode for form building without distractions.
  • UI Consistency — Standardized sidebar navigation highlights across all internal modules.
  • Workflow Continuity — Documentation and Admin links updated to open in new tabs for cleaner task switching.
  • Navigation Feedback — Fixed missing active states on Admin Guide and Knowledge Base public home.
v1.2.5 07 Apr 2026
  • Role-Based Access Control — Added **Auditor** (read-only) and **Portal User** roles.
  • Auditor Access: Read-only access to all modules with protected management actions.
  • Portal User Access: Lightweight interface for submitting and tracking personal tickets.
  • User Management: Added bulk features for selection, export, and delete.
  • Data Import: Integrated Excel (.xlsx) user import with robust duplication validation.
  • Knowledge Base Expansion: Added article type categorization (Problem vs. Announcement).
v1.2.0 28 Mar 2026
  • Dashboard Reports with analytics & statistics
  • Quoted message support in chat thread
  • Checkbox alignment fix on ticket table
  • UI improvements and layout refinements
v1.1.5 27 Mar 2026
  • Confidential ticket access control (category-based)
  • Help & About page with FAQ, feedback form, terms
  • Mobile responsive table improvements
  • Chat bubble word-break fix
  • Multi-level category support with breadcrumbs
  • Django Unfold admin logo & favicon
v1.1.0 15 Mar 2026
  • RCA Template quick-fill functionality
  • Knowledge base management interface
  • Kanban board with drag-and-drop
  • Calendar view for ticket tracking
  • Notification bell with real-time updates
v1.0.0 01 Feb 2026
  • Initial release
  • Ticket management (create, assign, resolve, close)
  • Multi-channel support (Web, WhatsApp, Email)
  • SLA tracking with response & resolution deadlines
  • Excel export
  • Dynamic form builder
  • Link shortener
Interport Service Desk
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