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Harry's IT Helpdesk
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All times shown in UK time (Europe/London).
Published articles are suggested to customers in the support portal while they write a ticket.
When a user picks a category in the new-ticket form, this body is pre-filled into the Description field as a guide.
Applied to outbound HTML emails sent from the helpdesk.
Sets where replies go, separate from the From address (which stays tickets@theharry.co.uk). Note: replies sent to an address other than your ticket inbox won't thread back into tickets.
Add a time-based one-time code (Google Authenticator, 1Password, Authy…) on top of your staff password.
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After 5 wrong passwords an account is paused for 15 minutes and its owner is emailed. Sign-ins from a new IP address trigger an email alert.
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When on, SLA clocks only run during these hours — evenings, weekends and holidays don't count.
Unassigned tickets alert all agents. Breaches also alert the super admin. Set either number to 0 to turn it off.
Lockouts are always on: 5 wrong passwords pause an account for 15 minutes; portal sign-in links are limited to 5 per 15 minutes.
Post ticket activity to Slack, Microsoft Teams, or any system that accepts webhooks.
Send outbound email through your own SMTP relay instead of the built-in provider (Resend).
With your own relay, the From can be any address the relay allows. “Send test” saves your relay details first, then sends a message through it. Switch “Outbound transport” to Custom SMTP relay and Save to route all mail through it.
Daily backup runs at 02:00 BST. Backups are stored in your R2 bucket (binding ATTACHMENTS) under backups/.
Export or remove all data for a specific email address. Anonymize keeps tickets but replaces the email/name with a hashed pseudonym.
Block inbound email by sender, domain, or keyword. Rate limit (>5 tickets / 5 min from same sender) is always on.
Tickets that need your attention. Mentions are scanned from comments containing @your.email@domain.
A macro applies a bundle of changes to a ticket in one click — status, priority, assignee, tags, snooze, plus an optional comment or internal note.
Auto-create tickets on a schedule. Cron runs at 02:00 BST daily and creates tickets due since the last run.
Create a read-only link that anyone with the URL can open — no sign-in required. Use this to share a single ticket with someone outside your helpdesk.
Define extra fields to attach to every ticket — asset tag, urgency reason, requested ship date, anything. Mark a field "show in list" to surface it on the ticket row, and use Sort by → custom field to organise around the way you work.
Who's overloaded, who has capacity. Last-7-day metrics on the right; current load on the left.
Run actions automatically when something happens. Macros are manual; automations fire on events.
Build reusable checklists for repeatable work — onboarding, device setup, offboarding, equipment returns. Apply them to a ticket and tick items off as you go.
Adds any missing columns and tables to your D1 database. Safe to run multiple times — already-applied changes are skipped.
Each agent has a role and an optional company scope:
Customize the emails sent on each event. {{variables}} are substituted at send time. Click "Reset" to revert to the built-in default.
Pre-written replies you can drop into a ticket comment with one click.
When a new ticket is created in a category, auto-assign it to this agent.
Your public status page is at /status.html — anyone can view it, no sign-in needed.
All comments and history will move to the target ticket. This ticket will be closed.
Activity