Documentation

What is PalmDesk?

PalmDesk is an IT ticketing and field-service platform made of three connected apps that share the same live data. When something changes in one app, it updates in the others in real time.

• Admin Dashboard (dashboard.palmdesk.me) — where your office team runs the operation: tickets, clients, agents, billing, and reporting.
• Field Agent App (agent.palmdesk.me) — a mobile-first app for technicians in the field to update tickets, log time, and complete signed work orders.
• Client Portal (portal.palmdesk.me) — where your clients submit requests, track status, chat with your team, and read knowledge-base articles.

Who uses which app

Every person on PalmDesk has a role that decides which app they sign in to. You do not manage passwords for other people — everyone sets their own via an email invite.

• Owner / Admin / Team member → Admin Dashboard
• Field agent → Agent App
• Client contact → Client Portal

Create your workspace

Your workspace is created the first time you sign up. This makes you the Owner.

1. 1Go to dashboard.palmdesk.me/signup.
2. 2Enter your company name, your name, email, and a password.
3. 3Choose your plan and the number of agent seats (you can change this later in Billing).
4. 4Optionally invite a few teammates, then finish — your dashboard is ready.

The setup checklist

A new dashboard shows a setup checklist at the top of the home page so you know what to do first. It tracks your progress and disappears once complete (or when you dismiss it).

• Add your company logo (Settings → Branding)
• Invite your first agent
• Add your first client
• Create your first ticket

Inviting agents

Agents are your field technicians. Each active agent uses one paid seat.

1. 1Open the Agents page from the sidebar.
2. 2Click to add an agent and enter their name, email, and tier.
3. 3They receive an email invite to set a password and sign in to the agent app.

Adding clients and contacts

A client is a company you provide IT support for. Each client can have sites, contacts, documents, and a knowledge base.

1. 1Open the Clients page and add a client with their name and details.
2. 2Open the client to add sites and contacts.
3. 3To give a contact portal access, use “Invite to portal” on the Contacts tab — they get an email to set a password and sign in to the client portal.

Tickets and assignment

Tickets can be created by your team in the dashboard, or by clients from the portal. New tickets email your company inbox automatically.

1. 1Open the Tickets page to see every ticket, or open a single ticket for full detail.
2. 2Assign an agent — the agent is emailed and the ticket appears in their app instantly.
3. 3Follow the conversation and activity on the ticket; replies from the client and notes from the agent all show here.

Work-order designer

The Work-order designer controls the layout and content of the PDF work order your agents generate on-site — logo, blocks (client, job details, time, work performed, signature, terms), and your work-order numbering.

Changes here apply to every work order your agents create, so it always reflects your branding and terms.

Knowledge base (per client)

You can publish knowledge-base articles for each client. Clients only see articles written for them, in their portal.

1. 1Open the Knowledge Base page and pick a client.
2. 2Create categories, then write articles under each category.
3. 3Articles appear immediately in that client’s portal.

Billing and seats

Billing is per field-agent seat. Admins, dispatchers, and client-portal users are free.

• Add seats of a tier to buy more capacity; the first purchase starts your subscription through secure Stripe checkout.
• Reduce seats you are not using — changes are prorated on your next invoice.
• Manage your card and invoices from the billing page.

Settings

Settings holds your company details, branding (logo and color used on work orders and the portal), support hours shown to clients, default work-order terms, notification preferences, and roles.

Signing in

You get access when an admin invites you. Open the email invite, set a password, and sign in at agent.palmdesk.me. Add it to your phone’s home screen to use it like a native app.

Your tickets

The Tickets tab shows the jobs assigned to you. Filter them along the top:

• Open — new and in-progress tickets
• Closed — resolved tickets
• All — everything assigned to you
• Chats — tickets that have a conversation/notes

Working a ticket

Open a ticket to see the client, site, address, and description. From here you can:

• Get Directions or Call the site
• Update status: Open, In Progress, or Resolved
• Log time with quick buttons (+15m, +30m, +60m) or a custom amount
• Add notes — these become the conversation the office and client can see

Completing a work order

When the job is done, tap “Complete work order.” It’s a short guided flow:

1. 1Step 1 — Work performed: describe what you did; logged time is shown for reference.
2. 2Step 2 — Review: preview the exact work order that will be emailed as a PDF.
3. 3Step 3 — Signature: capture the client’s signature and printed name on your phone.
4. 4Finish — the work order PDF is generated and emailed to your client and accounting. You can also choose to mark the ticket resolved.

Client documentation

The Docs tab lets you look up documentation for a client (network notes, credentials, instructions). Choose a client first, then browse or search their documents. You can also add a new document from the field.

Availability and profile

The Me tab shows your profile and lets you set your availability — Available, On a job, or Offline — which your office sees on their dashboard. You can also sign out here.

Getting access

Your IT provider invites you by email. Open the invite, set a password, and sign in at portal.palmdesk.me. The portal is branded with your provider’s logo.

Your dashboard

The dashboard gives you an at-a-glance view: open, in-progress, and resolved ticket counts, a recent-activity feed, quick actions, and your provider’s support hours.

Submitting a request

1. 1Click “New Support Request” (or open New Request).
2. 2Enter a subject, choose a priority, and describe the issue.
3. 3Submit — your provider’s team is notified by email right away, and your ticket appears under My Tickets.

Tracking tickets and chatting

Open My Tickets to see all your requests and their status. Open a ticket to follow the full conversation and reply directly — your messages go straight to the support team and their technician in the field.

Knowledge base

The Knowledge Base holds how-to guides and answers your provider has written specifically for you. Browse by category or search for a topic before opening a ticket.

Notifications

The bell in the top bar shows updates on your tickets — replies, status changes, and assignments. Click a notification to jump straight to that ticket.