Manage and resolve tickets
Manage and resolve tickets
As a site administrator or team member, you are responsible for triaging incoming tickets, assigning work, and seeing issues through to resolution. This guide walks you through the full workflow.
Viewing your team's tickets
- Open the Tickets page from the main navigation bar.
- Switch the scope filter to see different views of your queue:
- Mine -- tickets reported by you
- Team -- tickets in your team's queue
- Site -- all tickets across the site (if you have permission)
- Use the All Statuses and All Priorities dropdowns to filter the list. Unassigned tickets are easy to spot -- the Assigned column will show a dash.
Triaging a new ticket
- Tap an unassigned Open ticket to open its detail page.
- Review the details: the Title, Description, Category, Location, and who reported it. The activity timeline at the bottom shows the full history.
- Tap the Assign button and choose a team member from the list (or yourself) to take ownership of the work.
Working a ticket
- Tap the Start Work button to move the ticket to In Progress when you begin investigating.
- Add comments as you work. You can add internal comments visible only to your team, or comments that the reporter can see. Use internal comments for notes like "Parts on order" and external comments when the reporter needs an update.
- If you need more information from the reporter, tap the Request Info button. This moves the ticket to Awaiting Info and the reporter will be notified. Once they reply, move the ticket back to In Progress by tapping Start Work again.
Resolving or closing a ticket
- When the issue is fixed, tap the Mark Done button. The reporter will be notified that their ticket is resolved.
If a ticket should not be actioned (for example, it is a duplicate or invalid), tap the Close button, select a reason from the dropdown (Duplicate, Invalid, or Out of Scope), and tap Confirm Close.
Related articles
Updated on: 15/05/2026
Thank you!