Managing tickets in teams to efficiently track service requests, internal tasks, and support issues. This guide walks you through accessing, creating, and progressing tickets, as well as customizing service tags for streamlined ticket management.
Accessing the Tickets Tab
Open your desired team from the My Teams section.
Click the Tickets tab.
You’ll see two main views:
Inbox: Tickets routed to your team for action.
Outbox: Tickets your team has created for others.
Defining Service Tags
Go to your team’s Settings.
Locate the Service Tags section.
Add tags that describe the services your team offers (e.g., “Resource Allocation,” “Vulnerability Assessment”).
These tags help categorize and route tickets to the appropriate team.
Creating a Ticket
In the Outbox view, click the New Ticket button.
Select a service tag that best matches the request. This ensures the ticket is routed to the correct team.
Choose the beneficiary (the team member who will benefit from or is responsible for the ticket).
Enter a summary and a detailed description of the request or issue.
Click Create Ticket to submit.
Ticket Workflow and Status
Tickets move through the following stages:
Status | Description |
New | Ticket has been created and awaits action. |
In Progress | Work on the ticket has started. |
Resolved | The issue/request has been addressed; ticket can be reopened. |
Closed | Ticket is finalized and officially closed. |
Resolved tickets can be reopened if further work is needed.
Ticket creators or managers can Cancel or Delete tickets as required.
Tips for Effective Ticket Management
Regularly check both Inbox and Outbox to stay updated on incoming and outgoing tickets.
Use clear, descriptive service tags to ensure tickets are routed correctly.
Keep ticket summaries and descriptions concise but informative for faster resolution.
Update ticket statuses promptly to reflect progress and keep all stakeholders informed.