P1 Urgent4 elapsed hours
Critical work has stopped
Major impact with no practical workaround. Example: a shared system is unavailable for the team.
Getting help, made simple.
What to raise, how to prioritise it, and what to expect along the way.
Need something sorted?
Choose a department, explain what you need, and add any useful screenshots. Your team takes it from there.
Choose by impact.
Priority helps your team decide what to address first. Choose the level that best describes how your work is affected.
P2 High24 elapsed hours
A serious obstacle to work
Important work is seriously affected. Example: essential equipment is failing and work is delayed.
P3 Normal72 elapsed hours
An everyday issue or request
Work can continue while the team helps. Example: access to an additional tool or a routine account issue.
P4 Low120 elapsed hours
A minor issue or improvement
Limited immediate impact. Example: a cosmetic problem or a small enhancement.
Resolution targets are estimates
These provisional targets use elapsed hours from submission. They are not guaranteed deadlines or a promise of 24/7 support. Your organisation will confirm service hours before live use. A lead can set a separate due date on a ticket.
Know where things stand.
Assignment tells you who's helping. Status tells you what's happening.
1
Open
Your request is received and ready to be assigned.
2
In Progress
An assigned team member is working on it.
3
Waiting
Work needs more information or another dependency. A reason is recorded; due dates keep running.
4
Resolved
A solution has been provided. Check whether it worked.
5
Closed
You've confirmed the solution, or a lead/admin has closed it with a recorded reason.
A few things worth knowing.
What if the solution doesn't work?
Reopen the same ticket with a reason. It returns to Open for review. If it's a different issue, raise a new request.
Who can read my ticket?
You, the assigned agent, the responsible department's leads and administrators. All comments and attachments share that same audience.
Can I change my request?
You can edit the original request before work begins. After that, add a reply so the team keeps the full context.
What does overdue mean?
An unresolved ticket is overdue when its explicit due date has passed. Resolved, Closed and Cancelled tickets aren't currently overdue.
Can priorities or departments change?
Leads and admins can correct priority, reassign or transfer with a reason. When a department changes, the old team's access ends unless another permission applies.
Will tickets close automatically?
No. You confirm closure after a solution, or a lead/admin closes with a recorded reason. Mistaken or duplicate requests can be cancelled while preserving history.
Ready for a clearer next step?
Your workspace is where every request moves forward.