Delivery Hub for Internal Service Desks
The catch-all. For every team that needs to track work that doesn't fit IT helpdesk, doesn't fit project management, doesn't fit a CRM — but absolutely cannot live in a spreadsheet anymore.
The problem
Every operations team has the same problem: a queue of incoming work that doesn't cleanly fit any of the specialized tools they own. Facilities tracks broken HVAC tickets in a notebook. The HR team tracks “policy questions” in a Slack channel. The IT team has an official ticketing system but it doesn't handle “please order me a new mouse” well.
These requests aren't bugs (so they don't belong in Jira). They aren't projects (so they don't belong in Asana). They aren't support tickets in the ITSM sense (so they don't belong in Zendesk). They aren't change requests. They aren't HR cases. They're just… work that needs to be tracked.
The Operations workflow type is the answer to “we need a tracker for the thing that doesn't fit any of our existing tools.”
9 Stages from Reported to Closed
The Operations workflow type ships as Custom Metadata. Has both On Hold and Awaiting Parts as first-class stages, because real operations work spends a lot of time waiting on external dependencies.
Reported
Submitter
Triaged
Triage Team
Assigned
Triage → Resolver
In Progress
Resolver
On Hold
Resolver (waiting on something)
Awaiting Parts
Resolver (parts/external dependency)
Resolution Confirmed
Resolver
Verified
Submitter or Triage
Closed
Triage
3 Persona Views
Same operations data, three different boards. Submitters track their requests. Triage runs the dispatch queue. Resolvers focus on their assigned work.
Submitter
Person who reported the issue
- Status of their open requests
- Outstanding clarifications needed
- Resolution notes when complete
- Verification ask before closing
- Their request history
Triage
Service desk dispatcher
- Inbound queue of new requests
- Reassignment queue for stuck items
- Verification queue (resolved but unverified)
- SLA breach alerts
- Pattern detection (recurring issues)
Resolver
Person who fixes the issue
- Personal queue of assigned items
- Items on hold waiting on info
- Items waiting on parts
- Resolution checklist per item
- Knowledge base for similar prior issues
What you get when you install
Operations workflow
9-stage operations pipeline as Custom Metadata. First-class On Hold and Awaiting Parts stages because real operations work has external dependencies.
3 persona views
Submitter, Triage, Resolver. Each sees a focused board for their role.
Multi-team support
Facilities, IT, HR, internal services can all run on the same workflow type with different routing rules. No need for separate tools per team.
Pattern detection
Triage view surfaces recurring issues automatically. If the same coffee machine breaks 5 times in a quarter, you see it.
Submitter portal
Token-gated portal page for the requester. They check status, answer clarification questions, verify resolutions. No Salesforce login required.
Verification workflow
Stage 8 (Verified) is a real step — the resolver doesn't unilaterally close the ticket. Submitter confirms the fix worked before it closes.
Knowledge base linking
Resolved items link to KB articles or runbook pages. The next person who hits the same issue finds the prior resolution instantly.
Reporting + analytics
Mean time to resolution by category, recurring issue analysis, top submitters, top resolvers. Standard Salesforce reports.
What it costs
$0 + your Salesforce
Delivery Hub is free and open source. The Operations workflow is part of the base package. No per-team fee, no per-request fee, no enterprise tier.
Want us to install + customize routing rules for your specific teams? Implementation packages start at $2,500.
Track the Work That Doesn't Fit Anywhere Else
Install Delivery Hub. Switch the workflow picker to Operations. Stop running facilities, internal services, or ad-hoc requests out of Slack channels and notebook pages.