Managing Tickets (Staff)
Complete guide for government staff to process, assign, and resolve tickets.
Ticket List View
The All Tickets page shows all tickets with powerful filtering:
- Status Filter: New, Open, In Progress, Escalated, Waiting, Resolved, Closed
- Department Filter: View tickets for specific departments
- Priority Filter: Urgent, High, Normal, Low
- Assignment Filter: My tickets, Unassigned, All
- Search: By ticket number, subject, or citizen name
Ticket Detail View
Click any ticket to see its full details:
- Header: Ticket number, subject, status badge, priority, SLA countdown
- Details Panel: Category, department, assigned staff, source, filing citizen
- Thread: All messages, responses, notes, and system events in chronological order
- Attachments: Files uploaded by citizens or staff
- Actions: Reply, add note, change status, reassign, escalate
Key Actions
Reply to Ticket
Use the reply box at the bottom. Your response is visible to the citizen/company. Use for official communication.
Internal Note
Add private notes visible only to staff. Use for coordination between agents.
Change Status
- Open: Acknowledge receipt
- In Progress: Actively working on it
- Waiting: Waiting for citizen's response
- Resolved: Issue fixed, notify citizen
- Closed: Final closure (after citizen confirms)
Reassign Ticket
Transfer to another staff member within the same department.
Log Time
Track minutes spent on the ticket for productivity reports.
Best Practice: Always update ticket status as you work on it. Citizens track progress in real-time.