TruTicket

TRUSTlab Diagnostics

About this app

TruTicket is the official mobile companion for the TrustLab helpdesk
platform. Built for teams who don't sit at a desk, it puts your support
queue, ticket history and customer conversations on your phone — so you
can raise an issue, reply to a customer or escalate a blocker without
ever opening a laptop.

WHO IT'S FOR
TruTicket is for the staff, field engineers, branch coordinators and
support agents who already use the TrustLab CRM on the web. Sign in
with your existing TrustLab credentials — no separate account, no extra
setup.

WHAT YOU CAN DO

• Raise a ticket in seconds
Pick a location, department, category and priority, describe the
issue with a rich-text editor (bold, lists, colour, highlights) and
attach screenshots, PDFs, Word docs or spreadsheets straight from
your phone. Your raise-access rules from the CRM are respected, so
you only see the departments you're allowed to log against.

• Track everything in one place
A clean home dashboard shows your Open, Assigned, Overdue and
Escalated counts at a glance. Tap any tile to drill in. The tickets
list supports search, filters (status, priority, raised-by, assigned-
to, location, department) and pull-to-refresh, with smooth pagination
for large queues.

• Have real conversations
Every ticket has a full thread — replies, system events,
acknowledgements and attachments — laid out chronologically. Reply
inline, mark internal notes, view who is currently assigned and see
SLA timers for response and resolution due.

• Stay in the loop with push notifications
Get a real-time push the moment a ticket is assigned to you, gets a
new reply, is escalated, reopened or breaches SLA. An unread badge
on the app icon keeps the count visible. Open the notification and
you go straight to the relevant ticket.

• Escalate the right way
Raise the level on tickets that are stuck, with a reason — and your
CRM's escalation matrix is honoured server-side. Only the assignee,
added helpers or admins can escalate, exactly as configured.

• Close the loop
Acknowledge, resolve, reopen or close tickets from the same screen.
Customers can rate the resolution (CSAT) so you can track support
quality over time.

• Manage your profile
Update your phone, email and photo. Change your password from inside
the app — no need to log in to the web panel.

DESIGN & PERFORMANCE

TruTicket is built natively with React Native, follows Material design
patterns, and uses shimmer skeletons (not spinners) for instant-feeling
screen transitions. Offline-friendly caching means recently-viewed
tickets stay readable even on a flaky connection, and the app re-syncs
automatically when you come back online.