Requests lost in texts
One queue per category, and staff can file on a member’s behalf.
Communication & engagement Department request desk
Tickets New
Requests routed by category, with custom intake forms, SLA due dates and warnings, internal notes, outside sharing with vendors, and analytics.
- Custom intake forms
- SLA warnings before breach
- Share with vendors, no login
Why departments switch
What Tickets fixes.
Members file requests through intake forms you design for each category. Every ticket goes to the default assignee you choose and gets a due date from the category’s SLA. Staff are warned before the deadline and alerted when it’s missed. When a vendor or the county shop needs to see it, share the ticket by email — they can read and reply without an account, and internal notes stay inside.
- Requests never get lost
- The right people see them
- Outside help stays in the thread
The wrong person gets it
Each category sets who can file, view, respond, and manage, plus a default assignee.
Deadlines nobody watches
“Due soon” two hours before the deadline and “overdue” once it passes.
The vendor is on a separate email chain
Share the ticket with their address. Their replies land on the ticket.
Inside the module
A closer look at Tickets.
Real screens from Station Clipboard, shown with a sample department.
01
Everything on one ticket
The request, its custom answers, the conversation, and the controls staff need.
- Category questions shown with the request
- Banner when shared outside
- Status, priority, category, and due date
02
Shared with a vendor
The pump shop reads and replies to the ticket from an emailed link.
- No account needed
- Internal notes never shown
- Their reply lands on the ticket
03
Ticket analytics
Response and resolution times, open backlog, past-due count, and daily volume.
- Median first response and resolution
- Created vs closed by day
- Share of tickets that met their SLA
04
Category setup
Name, key, color, the built-in questions, extra questions, access, and defaults.
- Reword or turn off built-in questions
- Separate roles for file, view, respond, manage
05
Questions per category
The form changes to ask what this category needs.
- Questions written by the department
- Staff can file for another member
On the phone
Tickets on a phone
A member follows their own request and replies from anywhere.
How it works
From setup to a record you can trust.
File
Pick a category, answer its questions, and attach photos or files.
Route
The default assignee is set and the SLA due date starts counting.
Work
Reply, add internal notes, reassign, share outside, and update status and priority.
Measure
Review response and resolution times, SLA hit rate, and saved reports.
Capabilities
Everything Tickets includes.
Intake forms
Seven custom field types, with built-in questions you can reword or turn off.
Role-based access
Separate roles for filing, viewing, responding, and managing each category.
SLA due dates
Per-category SLA hours with due-soon and overdue alerts.
Internal notes
Staff-only notes alongside public replies. Requesters never see them.
Outside sharing
Email a ticket to up to 20 outside addresses, with or without reply rights. Links expire after 90 days.
PDF export
Download a ticket as a PDF to file or forward.
Queues
My tickets, My assigned tickets, and an all-tickets queue with search, filters, and bulk changes.
Analytics and reports
Volume, backlog, SLA hit rate, response and resolution times, and saved reports as PDF or CSV.
Part of one portal
Works with the rest of your department.
Members keep one secure sign-in and one set of role permissions across every module you turn on.
Questions
Tickets FAQ
Can outside people submit tickets?
No. Tickets are filed by department members, and staff can file on a member’s behalf. Staff can share an existing ticket with an outside email address so a vendor can read it and, if allowed, reply.
Do outside people see internal notes?
No. Internal notes are never included in a share, a shared link, or a PDF export.
Can a request be corrected after it is filed?
Yes. The requester can edit their open ticket, and managers can edit any ticket they handle. Every change is kept in the history with the old value.
See Tickets with your department’s workflow.
Tell us how you handle this work today. We’ll walk you through it in the full Station Clipboard portal.
Need something we don’t have yet? We build custom modules.