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Stages

The board's columns. A stage is a label; the workflow decides when a ticket moves.

The workflow, step by step

Every step is a node in the template. Automatic steps run on their own. The highlighted ones park the ticket until a person acts.

1. 1Trigger
   Ticket raisedA request arrives by email or is logged by an agent.
2. 2Automatic
   AcknowledgeTell the requester it has been received.
3. 3Automatic
   Mark in progressMove the ticket onto the board where agents work.
4. 4Approval
   Agent resolves or escalatesThe agent confirms the fix, or sends it back for more work.Approved → step 5 · Rejected → step 7
5. 5Automatic
   Tell them it's fixedClose the loop with the person who asked.
6. 6Resolve
   Close the ticketEnds on the workspace's own Resolved status.
7. 7Automatic
   Ask the requester for moreThe exception path: we need something before we can finish.
8. 8Wait
   Wait for their replyParks until they answer; times out so nothing is forgotten.Reply → step 4 · No reply in 72 hours → step 4

Automatic runs on its ownApproval a personBranch a rule decides

What every ticket carries

Fields, the people involved, and one of the emails the workflow sends. Change any of it after you create the workspace.

Hi,

Thanks, your request has been logged and we're on it.

What you told us:
Details

We'll email you as soon as there's an update.

IT Support