Help & About

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Help & About

Everything you need to know about Rusydani 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:

da
Muhammad Rusydani Shubkhi
rusydani.sh@gmail.com
it
Dani Admin
ucyitadmin@rusydani.id

Please login to submit feedback.

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Rusydani Desk
Integrated Service Desk Platform · v1.3.0
📌 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.

Rusydani 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.
Rusydani Desk · v1.3.0 · 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.
v1.3.0 28 Apr 2026 Latest
  • 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
Rusydani Desk