Trajectors

Operations / Support ticket management

Keep the fix with the request.

Record who needs help, set a priority and keep triage notes with the resolution. Reopen the same ticket if the issue returns.

Support ticket workbench

Sample workspace
Inspect the Help desk screen Full size ↗
Help desk register and selected ticket for an incorrect direction at the lift lobby.
The support lead can open the reported fault, inspect its revision and follow the triage history.

How the work moves

  1. Open a ticket

    Name the requester, describe the issue and set its priority. If a response is due by a particular date, add it to the ticket.

  2. Record the triage

    Name the responder and record their next step when moving the ticket into triage. A colleague can pick up the investigation from the same record.

  3. Resolve or reopen

    Describe the fix when resolving the ticket. If it fails or the issue returns, reopen the ticket and refer to the previous resolution.