> For the complete documentation index, see [llms.txt](https://hub.equipme.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://hub.equipme.io/classes/administrative-functions/manage-tickets.md).

# Manage Tickets

The ticket system in equipme is the structured communication layer between your organisation and the responsible service teams or providers. As an Admin, you use it to maintain clarity, ownership, and transparency when requests, incidents, or questions arise.

Managing tickets is not about reacting to noise. It is about keeping processes predictable and ensuring that every request is handled by the right people in the right way.

> 💡 **Important**
>
> To manage and process tickets in equipme, you must be assigned the **Service Desk Agent** role.
>
> This applies even if you are an Admin. Without the Service Desk Agent role, access to the Ticket system is restricted and tickets cannot be processed.

### Your responsibility as an Admin

As an Admin, you oversee how tickets are handled across your organisation. This does not necessarily mean solving every ticket yourself, but ensuring that tickets are properly reviewed, assigned, and tracked until resolution.

You are responsible for making sure that tickets do not get lost, blocked, or handled outside the system. The ticket system is the single source of truth for support related communication.

### Accessing the ticket system

You can access the ticket system via the **Support** section in the main navigation.

<figure><img src="/files/kVFtTcNPP1rRHaycuOsH" alt=""><figcaption></figcaption></figure>

The Support area is structured into three parts:

* **Support request** for creating new tickets
* **My tickets** for tickets you personally created or are involved in
* **Ticket system** for managing and processing tickets

As an Admin, the **Ticket system** is your primary workspace. This is where incoming tickets are listed and where you manage their lifecycle.

### Understanding tickets

Each ticket represents a structured request or incident raised by a user. Tickets can relate to services, devices, access issues, or general support topics.

When opening a ticket, you see its full context, including the requester, description, status, and any related references. This allows you to understand the issue without switching tools or relying on external communication.

Your task is to ensure that the ticket is handled correctly, not necessarily to handle it personally.

### Assigning and managing tickets

One of the most important responsibilities for Admins is ensuring clear ownership. Every ticket should have a responsible person or team assigned.

From the Ticket system view, you can assign tickets to the appropriate Service Desk Agents. If priorities change or the initial assignment is not suitable, tickets can be reassigned to keep the process moving.

Tickets without ownership tend to stall. Clear assignment is essential for predictable resolution times.

### Monitoring progress and status

Ticket statuses provide transparency for everyone involved. They show whether a ticket is new, in progress, waiting for input, or resolved.

As an Admin, you should regularly review open tickets to identify delays or bottlenecks. If a ticket remains unchanged for too long, it is your responsibility to intervene, clarify ownership, or adjust priorities.

### Communication through tickets

All communication related to a request should happen directly within the ticket. Updates, questions, and responses remain documented and visible to everyone involved.

This avoids fragmented conversations and ensures that the full history is preserved, even if responsibilities change over time.

### Closing tickets properly

Before closing a ticket, ensure that the issue has been fully resolved and that the requester received a clear answer or outcome.

A properly closed ticket documents what was done and leaves no open questions. This improves transparency and reduces repeated requests in the future.


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