TicketThis brings a lightweight internal help desk and ticketing system into Google Chat™. Colleagues turn any Chat message into a tracked support ticket, agents claim and answer it from Chat cards, and requesters get updates without chasing anyone. Instead of a quick "on it" that scrolls out of view, each request gets a reference number, a status and, once claimed, one clear owner.

Use it as a simple internal helpdesk or service desk for IT, facilities, operations and other employee requests, handled by one support team in one shared queue. Agents work from Chat cards or a browser request desk with internal notes, first-response targets and CSV export.

Before You Install
TicketThis is free to install, and your organization sets it up from Chat. Installing does not create a desk: someone adds TicketThis to a named Chat space restricted to your organization and runs /setup there. The first person to run it becomes the desk administrator, and the space becomes the agent space. Until then, nothing is stored for your organization. Each participant, especially each requester, needs a personal chat with TicketThis for updates and the browser sign-in link. Each organization gets one 14-day free trial with no card required, starting at /setup, and then needs a paid subscription of $149 per month per organization. The steps are in Setup below, and the details are in Pricing.

What Your Team Gets
• Capture requests where they happen: type /ticket or use Create ticket on a message.
• One clear owner per request: agents claim it or assign it to another agent.
• Triage without switching tools: claim, assign, change status, close and reply from cards in your team's private Chat space.
• Requesters kept in the loop: replies and status changes arrive in their personal chat with the app.
• Private stays private: internal notes are seen only by support agents, and requesters see only their own tickets.
• See what is waiting: first-response targets flag requests that still need a reply.

Create a Ticket Where the Conversation Starts
• Slash command: type /ticket followed by the details to log a request in your personal chat with TicketThis or in any space where TicketThis has been added.
• Message action: choose Create ticket from a message's menu. Whoever runs the action becomes the requester, even when a colleague wrote the message.
• You get a private confirmation that only you can see, such as "Request TT-0002 is saved", together with the ticket card.
• No duplicates: if you capture the same message again, you get your existing ticket back.
• Each ticket has a reference number (TT-0001), a title, details, a priority (Urgent, Normal or Low) and a status (New, Open, Pending or Resolved).
• Tickets created in Chat start at Normal priority. Priority is chosen only when a request is created in the browser desk and cannot be changed afterward.

Triage in Your Private Agent Space
• New requests, ticket updates and requester replies appear as cards in your support team's private Chat space.
• From each card, agents can Claim a request, pick an agent in Assign to, set the Status and Save status, or Close it.
• Use "Reply to requester (visible to them)" and Send reply to answer without opening another tool.
• One owner per request: agents claim it (Claim in Chat, I'll take this in the browser desk) or assign it to another agent. A request that already belongs to another agent cannot be claimed.
• Conflict protection: a claim, assignment or status change made from an out-of-date card is blocked until the card is refreshed, so teammates don't overwrite each other. Cards do not refresh themselves; press Refresh to see the latest state.

Requesters Stay Informed Without Chasing
• Requesters are notified when their request is claimed, assigned, changes status or gets a reply, for example "Your request is now resolved".
• Updates arrive in the requester's personal chat with TicketThis. Requests made with /ticket get updates there only.
• Requests captured from an existing message can also get private replies in the original thread, visible only to the requester.
• Requesters see only their own tickets and the public replies on them. They add follow-up replies in the browser desk (not from Chat), and the support team is notified in the agent space.
• Delivery depends on the requester's notification setting, the app's membership and permissions, and the conversation still being available.

My Tickets and Agent Queue in Chat App Home
• Open the TicketThis Home tab to see My tickets and, for agents, the Agent queue, with View, Refresh, Claim and Open request desk buttons. Home lists up to 10 tickets; the browser desk lists all of them.
• Run /mytickets to privately list your requests and get a one-time link that opens the browser desk.

Browser Request Desk
The request desk at https://ticketthis.innovaapps.ai/desk gives agents more room to work:
• Searchable ticket queue: find requests by reference number, title or requester, and filter by Active, All, New, Pending or Resolved.
• Priority and status badges, the conversation thread and an activity history for each request.
• Reply to requester or Internal note: internal notes are written in the browser desk and seen only by support agents. They never appear in the requester's view, in Chat notifications or in CSV exports. Chat cards offer only replies the requester can see.
• Create requests in the desk and choose Urgent, Normal or Low priority.
• Mark resolved when the work is done, or reopen a request if the issue comes back. Its history is kept.
• CSV export: agents export the request queue and requesters export their own requests, with spreadsheet formula injection blocked.
• Delivery activity shows agents whether each Chat notification was delivered, queued, failed or unknown.
• No extra password: sign in with a private, single-use link from Chat that expires after 5 minutes. Sessions last up to 7 days, and you can sign out at any time.

First-Response Targets
• SLA-style first-response targets are fixed by priority (Urgent 1 hour, Normal 8 hours, Low 24 hours) and count elapsed time from creation, including nights and weekends; they are tracking aids, not guaranteed response or resolution times.
• Targets cannot be configured, and there is no business-hours or holiday calendar.
• Overdue requests are flagged "Response overdue", and the agent space gets one alert when a request passes its target without a public reply.
• The first public agent reply records the first-response time. Internal notes don't count toward it.

Notification Controls
• Everyone controls their own updates: /notifications off or /notifications on, Pause my notifications in Home, or the toggle in the browser desk.
• Administrators can pause and resume agent-space alerts with /setup off or /setup on, Pause agent notifications in Home, or Desk settings.
• After resuming, only future updates are sent. Muted updates are not replayed.

Privacy and Data Controls
• Minimal permissions: TicketThis authenticates only as the Chat app (chat.bot scope). It requests no access to your email, files or directory, cannot read your organization's Chat history, and asks for no user OAuth scopes. With that same permission it reads the agent space's settings and members, to confirm the space is restricted to your organization and to remove agents who have left.
• TicketThis does not monitor your spaces. A message becomes a ticket only when someone uses /ticket or Create ticket. The selected message text, or the text typed after /ticket, is copied into the TicketThis service and shared with your organization's support agents. Attachments are not copied. Do not include passwords or secrets.
• When someone runs /setup, TicketThis records your organization ID, the administrator's Chat user ID and the time; when a colleague becomes an agent, their Chat user ID, the agent space and the time.
• Every incoming Chat event is checked to confirm Google signed it before TicketThis acts on it.
• Your ticket text is never sent to AI models, sold or used for advertising.
• Payments are processed by Stripe. Card numbers are entered only on Stripe's pages and never reach TicketThis, and ticket content is never sent to Stripe.
• Each organization gets its own isolated desk, with role-based access for administrators, agents and requesters.
• Administrators can permanently delete a ticket, including its notes, history and delivery records, after typing its number to confirm. They can also suspend or restore a requester's access, which signs that person out and revokes unused sign-in links.
• Ticket data is stored by the TicketThis service (Innova Apps) on Google Cloud in the europe-west1 region (Belgium), with daily backups. It is kept until an authorized administrator or operator deletes it; there is no automatic retention deadline, and deleted records can remain in backups until those rotate out. Copies in Chat and exported CSV files are separate.
• Privacy policy: https://ticketthis.innovaapps.ai/privacy

Who It's For
One support team works one shared queue for your organization. Typical uses:
• IT help desk in Google Chat™: colleagues report laptop, display, printer and meeting-room equipment problems, and a small IT team claims, answers and resolves them in one queue.
• Facilities and office requests: room equipment, desks, supplies and reception needs become owned tickets instead of messages that scroll away.
• Access and tooling requests: track requests for shared folders or internal tools from request to resolution. TicketThis tracks the request; it does not grant access in other systems.
• Operations and admin requests: everyday internal asks handled in one shared queue with clear owners.
• Finance and purchasing questions, such as reimbursement status or purchase requests. Receipts and other attachments are not captured, and there is no approval workflow.
• HR help desk questions from employees, only when everyone in the agent space may see every request. TicketThis is not designed for confidential case management, so avoid sensitive personal data.
• Busy team spaces: in any space where TicketThis has been added, a colleague can use Create ticket on a message, so it becomes a tracked ticket an agent can claim instead of scrolling away.
• Teams that want a simple request tracker and visibility on first responses instead of a shared inbox, spreadsheet or separate ticketing software.
One team covering several areas, such as IT, facilities and office requests, can share that queue as a simple internal service desk.

Setup
TicketThis requires a Google Workspace™ organization that uses Google Chat™. It is set up per organization (domain), and the interface is English only.
1. Create or open a named Chat space restricted to your organization. Group chats and spaces open to people outside your organization cannot be used.
2. Add TicketThis and run /setup there. The first person to run it becomes the desk administrator, the space becomes the agent space, and your 14-day free trial starts. The reply is posted visibly and names the administrator. Anyone who runs /setup later is told who the administrator is.
3. Add your support team to the agent space. Colleagues there become agents the first time they use a card action in it (Claim, Assign, Save status, Close or Send reply). Everyone in the agent space sees every ticket card posted there, so keep it to the support team.
4. Each participant, especially each requester, opens a personal chat with TicketThis. The app cannot create that chat for you, and updates fail without it.
5. Log your first request with /ticket or Create ticket.
The administrator manages billing, suspends or restores people, deletes tickets, pauses agent-space alerts and can move the agent queue by running /setup in another qualifying space. Each desk has one administrator in this edition; support@innovaapps.ai can change it. Removing someone from the agent space removes their agent access within about 10 minutes, and moving the queue drops the old space's agents. Anyone in your organization can create requests. Each organization has one shared request queue and one agent space. Separate queues for departments or teams are not supported, so every agent sees every ticket in the organization. Setup guide: https://ticketthis.innovaapps.ai/setup

Pricing
• 14-day free trial for each organization, with no card required. It starts when your organization runs /setup. Each organization gets one trial.
• After the trial: $149 per month per organization, charged in US dollars and billed monthly by Innova Apps through Stripe. One subscription covers your organization's whole desk, with no charge per agent or requester.
• The price excludes any applicable tax, which Innova Apps handles through its own process outside Stripe. Contact support@innovaapps.ai with tax or invoice questions before subscribing.
• A desk administrator subscribes from the browser desk and uses Manage billing to update the payment method or billing details, view past invoices or cancel. Agents and requesters cannot change billing.
• Subscribing during the free trial ends the trial, and the first $149 payment is charged that day.
• Cancel at any time. Access continues to the end of the period you have paid for. New subscriptions can be refunded on request within 7 days; see the terms.
• If a renewal payment fails, the desk keeps working for 14 days from the first failed payment, even if Stripe ends the subscription sooner.
• If the trial ends or the subscription lapses, your data stays. Everyone can still sign in, view tickets and export CSV files, but new requests, replies, notes, claims, assignments and status changes are paused until an administrator subscribes or settles the overdue payment.
• Google Workspace™ is a separate subscription, not billed by Innova Apps. Separately agreed services, such as dedicated hosting, have their own terms.

Not Included in This Edition
Attachment capture, third-party helpdesk synchronization, business-hours calendars, automatic ticket retention or expiry, annual billing, and separate queues or subscriptions for departments within one organization. Core workflows were tested in Chat on the web (desktop). The Android and iOS Chat apps have not been tested, and identical behavior on every Chat client is not promised.

Commands and Actions
• /ticket followed by details - create a request
• Create ticket (message action) - turn an existing message into a ticket, with you as the requester
• /mytickets - privately list your requests and get a one-time browser desk link
• /help - privately list the commands and, before setup, the setup steps
• /notifications off and /notifications on - pause or resume your own updates
• /setup - make a named space restricted to your organization the agent queue; the first person to run it becomes the administrator. /setup off and /setup on pause or resume agent alerts
• Home tab - My tickets and, for agents, the Agent queue
• Browser request desk - https://ticketthis.innovaapps.ai/desk
TicketThis sends a welcome message when it is first added.

Get Started
Install TicketThis, add it to a named Chat space restricted to your organization and run /setup there. The first person to run it becomes the desk administrator and starts your 14-day free trial. Your team can then turn Chat messages into owned, trackable tickets.

Support and Publisher
TicketThis is developed by Innova Apps, Tove Maës vej 1, 1 TH, 2500 Valby, Denmark (CVR 45291154).
Support: support@innovaapps.ai
Website: https://ticketthis.innovaapps.ai/
Help: https://ticketthis.innovaapps.ai/support
Terms: https://ticketthis.innovaapps.ai/terms
Privacy: https://ticketthis.innovaapps.ai/privacy

Google Chat™ and Google Workspace™ are trademarks of Google LLC. TicketThis is not made, endorsed or sponsored by Google.