Find your tickets
Home lists Your tickets. Open one to see its timeline: the desk's replies and every change of state. To reply, write in the box and choose Send. The bell in the bar tells you when the desk replies or resolves it.
When the desk says it is resolved
A banner shows what the desk did.
- Yes, it is fixed closes the ticket.
- No, it is not asks what is still wrong and reopens it. The desk is told.
Then, if you like, rate the help from 1 to 5 under How was the help? and add a comment. You are asked once per resolution.
If you do not answer, a desk manager can close it.
Work done by another department
Some tickets need another applet, for example Facilities fixing the heating. The ticket shows where that work is and when it is planned. It stays open until the desk has checked with you that it is fixed.
What the states mean
| State | Meaning |
|---|---|
| new | Raised, not yet looked at |
| triaged, assigned, in progress | The desk is working on it |
| waiting for the requester | The desk needs something from you |
| waiting for a supplier | The desk is waiting for someone outside it |
| resolved | The desk thinks it is fixed: confirm it |
| closed | Finished |
| reopened | It was not fixed, and the desk is working on it again |
| cancelled | Stopped without being done |
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