Tickets

This guide covers raising, routing, working, and resolving a ticket.

Purpose

This answers the day-to-day question: "I have a request or a problem — how do I get it in front of the right person, and how do I know it's being handled?"

Raising a Ticket

A ticket includes:

• A title and description.
• A type — a company-defined category, such as a complaint, service request, meeting request, or suggestion.
• A priority — low, medium, or high.
• An owner — who the ticket is for. Every employee can raise a ticket for themselves; someone managing the relevant person (or holding the right administrative permission) can raise one on another employee's behalf.
• Where it's routed — see below.
• Optionally, a deadline, tags, and file attachments.

Routing: Department, Job Position, or Individual

Every ticket is sent somewhere specific:

• A department — visible and workable by that department's managers, and open for anyone matching the routing to volunteer.
• A job position — similarly visible to the managers of the department that job position belongs to.
• A specific individual — goes straight to that one person.

This routing decision is what determines who beyond the owner can see and act on the ticket.

Department Managers

A department manager is an employee assigned to manage a department's tickets. Assigning someone as a department manager requires them to actually belong to that department. A department can have more than one manager, and one person can manage more than one department.

Once assigned, a department manager can view, assign, and work every ticket routed to their department — or to any job position within it.

Claiming a Ticket

When a ticket is routed broadly — to a department or a job position, rather than a named person — anyone who matches that routing can volunteer to take it on by submitting a claim. A department manager or administrator then approves or rejects the claim; an approved claim adds that person to the ticket's assignees.

Assignment

Being assigned to a ticket is distinct from being its owner — the owner is who the ticket is for, the assignees are who's actively working it. A ticket can have more than one assignee. Department managers and administrators can add or remove assignees directly, in addition to claims being approved.

Status & Resolution

A ticket's status moves through: New → In Progress → On Hold → Resolved / Canceled. The owner, any assignee, and administrators can update status as work progresses.

Comments & Attachments

Every ticket has its own conversation — comments, optionally with file attachments, visible to anyone with access to the ticket. This keeps the back-and-forth on a request in one place rather than scattered across email.

Your Ticket Views

The main ticket screen is organized into three views:

• My Tickets — tickets raised for or by you.
• Allocated Tickets — tickets routed to your department, your job position, or you individually.
• All Tickets — everything, if you hold the company-wide visibility permission (otherwise this shows your team's tickets, following the standard reporting-line visibility).

What Each User Sees

Action	Employee	Department Manager	HR Administrator
Raise a ticket for themselves	✅	✅	✅
Raise a ticket for someone else	—	✅ (their reports)	✅
View their own ticket	✅	✅	✅
View tickets routed to their department	—	✅	✅
Claim a department/job-position ticket	✅	✅	✅
Approve or reject a claim	—	✅	✅
Assign / reassign a ticket	—	✅	✅
Comment on a ticket they can see	✅	✅	✅
Change status of their own ticket	✅	✅	✅
Change status of any ticket in their department	—	✅	✅
View every ticket company-wide	—	—	✅

How Visibility Is Decided

1. Ownership. The person a ticket is for can always see and act on it.
2. Being the reporting manager. A ticket owner's direct manager can always view it.
3. Being a department manager. Grants access to every ticket routed to that department, or to a job position within it.
4. Permissions. Broad permissions grant company-wide visibility and management, independent of routing or reporting line.
5. Company. A ticket belongs to the company of the employee it was raised for.

Good to Know

• A ticket routed to an individual skips the volunteer step entirely — it's simply theirs, with no claim needed.
• Claiming doesn't replace assignment — it's how someone gets added as an assignee when a ticket wasn't routed to them by name.
• Attachments are screened. A small set of potentially unsafe file types (like executable scripts) are blocked from being uploaded to a ticket or comment.

Raised once, tracked to resolution.