Dream ITSM

Dream ITSM: Streamline IT support with a floating icon. Create, track, and manage tickets seamlessly from your browser.

Dream ITSM – AI-Powered IT Support & Seamless Ticket Management Dream ITSM is an intelligent enterprise IT support extension that lives inside your browser as a persistent floating icon. Available on every tab across every website, it gives employees instant access to AI-powered troubleshooting and a complete ticket management system — without ever navigating away from their work. Built on the Uniflo platform, Dream ITSM functions as a Tier 0 Support Assistant, handling the first line of IT communication so your helpdesk team focuses only on what truly needs human attention. Persistent Floating Icon A draggable floating icon stays pinned to your browser on every page. It is always accessible and never intrusive. One click opens the full support experience. The icon includes quick-action buttons for creating a ticket and viewing your existing requests, with smooth tooltips on hover and a clean amber design system that maintains visual consistency regardless of the host website. 3-Step Guided Ticket Creation Ticket creation follows a structured three-stage workflow — Describe, AI Tips, and Submit. In the first step, users describe their issue in natural language with a 500-character guided input field. The AI analyzes the description in real time before any ticket is raised. In the second step, users review AI-generated troubleshooting suggestions tailored to the issue category, with feedback options to mark whether the tips helped or not. If the issue persists, the user proceeds to step three where a structured ticket form awaits. Back navigation is available between all steps so users are never locked in. A step indicator at the top tracks progress throughout. AI-Powered Issue Analysis and Tips Before raising a ticket, the AI analyzes your issue description and generates targeted troubleshooting steps. The AI covers all major enterprise issue categories including Network and Connectivity, Hardware, Software and Applications, Account Access, and General IT Inquiries. Tips are validated against the issue context so only relevant, actionable suggestions are shown. If the tips resolve the problem, the user can close the flow without generating any ticket — reducing unnecessary helpdesk load. Smart AI Auto-Fill for Ticket Forms In the ticket form stage, an AI Auto-Fill button automatically populates the Ticket Title, Technical Description, Category, Priority, and Severity fields based on the issue description and any prior AI analysis. This eliminates manual data entry and ensures consistent, well-structured ticket content every time. Screenshot Capture for Visual Context Users can opt to include a screenshot with their issue for better AI context. The capture engine uses Chrome's native tab capture APIs and processes the image in an isolated pipeline that intentionally excludes the extension's own UI — so the IT team sees precisely what the user is experiencing without interface clutter. Screenshots are included with the ticket submission and are viewable in the ticket detail panel with a collapsible toggle. Service Requests Dashboard The Service Requests window gives users a complete view of their ticket history. Three filter tabs — My Tickets, Open, and Resolved — update live based on ticket status. The ticket table displays the Ticket ID in blue, the assignee under a Pending At column, a color-coded priority capsule badge matching the status pill style, and a status badge. When no assignee is present, a clean dash is shown. All tickets are scrollable within a fixed-height container. Clicking any ticket opens a full detail overlay. Ticket Detail View The ticket detail panel shows the Dream logo, the heading "Ticket details and comments", the ticket ID as a gray sub-heading with a one-click copy button that confirms with a "Copied!" message, and all ticket fields including Subject, Category, Priority, Resolution Source, Feedback, Description, and Assignee. The Pending At field is automatically hidden for resolved tickets. Resolution source values like "aigenerated" are displayed as "Generated by AI". A collapsible screenshot viewer and comment history section are available at the bottom. Assignees can approve or reject tickets directly from this view with an optional comment. Flexible Authentication Users sign in with their work email and password or via Slack and Jira OAuth. The login form features password visibility toggle, blue focus highlights on all input fields, reduced spacing for a compact layout, and a Privacy Policy link pointing to uniflo.ai/privacy-policy. Sessions are stored securely in Chrome local storage with automatic token refresh and clean logout on expiry. Cross-Platform Style Isolation The entire extension UI is wrapped in a scoped .dreamitsm CSS class with a complete style reset including box-sizing, font-family, font-size, line-height, and text-size-adjust — all marked important. This ensures the extension renders identically across enterprise platforms including ServiceNow, Salesforce, ERP portals, and internal web applications regardless of the host page's CSS or browser zoom settings. Enterprise-Grade Security and Reliability All API communication goes through the secure dream.uniflo.ai gateway over HTTPS. Tokens are passed via Authorization headers. The manifest contains no localhost permissions, making it fully compliant with Chrome Web Store policies. Graceful error handling covers session expiry, network failure, and server-side issues with clear, actionable user messages. About Dream ITSM Developed by Uniflo Inc., Dream ITSM is a secure, customizable, and intelligent extension designed to bridge the gap between technical issues and rapid resolutions. By combining contextual intelligence with enterprise-grade automation, Dream ITSM helps organizations resolve issues faster while reducing the load on manual IT support teams.