Did you know that you can share Revelation amongst different teams? Your Internal IT, Customer Support & Facilities Maintenance teams can all use Revelation at the same time and see different tools.

So, EITHER you are already using Revelation Helpdesk as your IT help desk software and you’ve been asked to find a similar software package to track customer support, OR you’ve never heard of Revelation Helpdesk but you are looking for one helpdesk software package that will provide both IT support management and facilities support management.

Look no further.

Revelation Helpdesk has an integrated team management feature that lets you filter certain tools in the ticket management areas so each team sees what they need and not what they don’t.



Team Selector



If you have separate teams using Revelation (say, IT & Facilities), then it’s a pretty good guess that the members of the IT team will conduct most of their work with the other members of their team.
Revelation can be set to default to the user’s team when they log in, so when it comes to assigning a ticket the default list of assignees will be only the members of their team. If they need to assign work outside of their team they can change the team manually to view the other members. When they return to this page it will automatically revert to the default view of their team members only.

Ticket Types



In Revelation Helpdesk support software you can create as many different top level ticket types or ticket classifications as you like. In turn, each type can have up to three nested sub-levels of classification. For IT support you may have major a classification for Hardware and then a sub level for brand and a third level for model – you can even go one further for make or serial number. When you create this classification or ‘type’ you can configure it to appear to all teams or certain teams only.



Similarly, you will have a different set of ticket classifications for your facilities management team or customer support team or database administration team. Revelation can be easily configured so members of each team will see only the classification types they need and none of the ones they don’t.

Ticket Templates



Our ticket management team controls also apply to Revelation’s ticket templates and workflow templates. You can create various groups or types of ticket template in the Revelation Helpdesk admin area and then expose different types to different teams. In this way you can create a selection of templates or of groups of templates that are only visible to one team and a different set for another. The same applies to Workflow Templates.

Action Note Templates

When you are working on a ticket in Revelation you have the ability to send a quick note to the end user. This note will become an action note in the active Ticket atomically.

In the same way that you will start to develop Ticket Templates to take care of auto-filling in the Log A Ticket form for common requests from your end users – you will start to notice that much of the time these simple notes that you send will become repetitive.

To help with that you can create pre-defined email notes that you can choose from a drop down.



With the team management features you can create different sets of email response/action notes because naturally, the members of different teams will have different things to say to your end users.

Other Settings

You can also turn the Multi-Edit & Timesheet views on or off per team as well as set a minimum default time to appear in any new action note on a team by team basis.

Team Control Panel

To track all of these settings on a team by team basis, Revelation includes a Team Control Panel which lets you very easily navigate the individual settings in place for each team.



The overall goal of the team management features is to allow you to use Revelation across multiple internal working groups or teams that have different disciplines and therefore need different tools. All the while keeping the interface clean and focused on the needs of each individual team member.
At YellowFish Software, we are committed to bringing you the most powerful and easiest to use help desk software available on the planet. If there are any features you would like to see added to the Revelation helpdesk software solution – please let us know.

Thanks.