Guides

• 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 ticketsFew readers

• Raise a ticket

  Raise a fault report Noticed something wrong in the building -- a broken light, a leaking tap, a door that won't close? You can raise a ticket to let the facilities team know, and they will take it from there. Before you start You need to be signed in and have a site selected. Steps Open the Fault Reporting page or use the card on your homepage page from the main navigation bar. Tap the Report a Fault button in the top-right corner. If you have not raisFew readers

• Track your tickets

  Track your tickets Once you have raised a ticket, you can follow its progress from start to finish. You will see when someone picks it up, when work starts, and when it is resolved. Viewing your tickets Open the Tickets page from the main navigation bar. Check the scope filter at the top of the list. It defaults to Mine, which shows every ticket you have raised. Use the All Statuses and All Priorities dropdowns to narrow down your tickets by statusFew readers

• Transfer a ticket between teams

  Transfer a ticket between teams Sometimes a ticket lands with your team but needs to be handled by a different one -- for example, a tenant team receives a report about a building pipe, but it is a landlord responsibility. Transferring moves the ticket to the right queue without losing any history. Before you start You need transfer permission on the ticket. This is typically available to team leads and site administrators. The target team must be one your organisation is allowed toFew readers