Tickets
/tickets, and /tickets/<id> for one. Needs module.tickets.
The service desk queue for everything that is not a device repair: faults, requests and questions.
If you already run Zendesk or Web Help Desk for this, switch the module off and connect that instead. Two queues means work gets lost between them.
A ticket carries
Section titled “A ticket carries”| Number | Sequential, and what people quote |
| Subject and body | What was asked |
| Requester | Who asked, whether or not they have an account |
| Category | What it is about |
| Queue | Which team owns it |
| Assignee | Which person owns it |
| Status | Configured on the workflow page |
| Priority | Drives SLA targets |
| Conversation | Public replies and internal notes |
Public replies against internal notes
Section titled “Public replies against internal notes”The distinction that matters most.
A public reply goes to the requester by email and appears in their thread.
An internal note is for the desk. It never sends, and it is gated behind the
separate ticket.internal permission.
An internal note is where somebody writes “third time this term, escalate” or “her mother rang, do not put this in writing”. Separating the permission means a school can hand a casual or a student helper the queue without handing them that.
Know which one you are writing in. The interface makes it clear, and it is worth saying out loud to a new starter anyway.
Canned responses
Section titled “Canned responses”Saved replies for the answers you send repeatedly, configured under ticket settings.
If you have sent the same canned response forty times, that answer belongs on the public help centre where nobody has to ask.
Reopening
Section titled “Reopening”A closed ticket can be reopened within a window you configure. Past that, a new ticket is raised instead.
The window matters for your reporting. Too short and one unresolved problem becomes four tickets. Too long and something from last term comes back to life on somebody who has forgotten it.
Merging
Section titled “Merging”Duplicate tickets can be merged, which happens most often when somebody emails and then walks up to the desk. The merged ticket keeps the conversation from both.
Service levels
Section titled “Service levels”Tickets are covered by SLA targets per priority, the same as submissions. The clock reads which statuses mean nobody is waiting on the desk, so a ticket parked pending a customer response is not accruing against you.
Raising a submission from a ticket
Section titled “Raising a submission from a ticket”Work that starts as a question and turns out to be a device problem should become a submission, because that is where the device, the repair type, the coverage and the cost live.
Directory actions work the other way: any directory change can be attached to an existing ticket or raise a new one, so “please give Sarah access to Tom’s mailbox” becomes an auditable record.
Permissions
Section titled “Permissions”| Permission | Allows |
|---|---|
ticket.view | See tickets |
ticket.create | Raise one |
ticket.update | Change status, queue, assignment |
ticket.comment | Reply publicly |
ticket.internal | Read and write internal notes |
ticket.close | Close one |
Configuration
Section titled “Configuration”Categories, queues, canned responses and the reopen window are under ticket settings. Statuses and priorities are on the workflow page alongside submission ones.