Tickets

Route and resolve department requests

1. 1

   Create categories and choose the roles that can file, view, respond, and manage each one.

2. 2

   Set a default assignee and SLA hours, and adjust the intake form.

3. 3

   Members file a ticket, choose a category, complete its form, and attach files.

4. 4

   Staff reply, add internal notes, reassign, and update status and priority.

5. 5

   Due-soon and overdue alerts go out as the SLA deadline approaches and passes.

6. 6

   Review analytics and export reports.

Module capabilities

• Intake forms with seven custom field types and built-in questions you can reword or turn off
• Separate roles for filing, viewing, responding, and managing each category
• Default assignee per category; staff can file on a member’s behalf
• SLA hours per category with “due soon” (two hours before) and “overdue” alerts
• Statuses: Open, In progress, Waiting on requester, Resolved, Closed, and Cancelled
• Staff-only internal notes alongside public replies
• Up to 15 files per ticket, 25 MB each
• My tickets, Assigned, and a staff queue with search and filters
• Analytics for volume, backlog, SLA hit rate, response and resolution times, and workload
• Ticket log reports with SLA columns, exported to CSV or PDF

Before your department relies on it

1. 1

   Start with a few clear categories.

2. 2

   Give every category a default assignee or responding role.

3. 3

   Set SLA hours your staff can meet; SLAs count clock hours, not business hours.

4. 4

   Require attachments only where they are always needed.

5. 5

   Train staff to use internal notes for anything the requester should not see.

6. 6

   Review the backlog and SLA hit rate regularly.

Portal destinations

These destinations appear only when the module is enabled and your roles grant the required access.

Associated modules

Required modules must be enabled first. Related modules exchange data or extend the workflow when both are available.

Answers before you get stuck

Detailed Tickets guides