> 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/dokumentation/operate.md). # Equipme Operate at a glance Equipme Operate: the ticket system for requests, incidents and tasks. Concepts, roles, AI features, notifications and activation. **Path:** Header bar → **"Support" → "Ticket system"** (workspace for agents and team leads) **Equipme Operate** is the equipme ticket system. All matters that employees raise with IT, support or other internal teams come together and are handled here. Every ticket is a **conversation**: requester and agents exchange messages, complemented by fields such as type, status, priority and responsibility. Typical matters are requests ("Request"), incidents ("Incident"), problems ("Problem"), changes ("Change"), tasks ("Task") and projects ("Project"). ## Who works with what? | Who | What | Where | | ------------------------------ | ------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------- | | **Requesters** (all employees) | Create tickets, write messages, track their own tickets | In equipme via "Support" → "Support request" and "My tickets", see [Support requests and tickets](/dokumentation/self-service/tickets.md) | | **Agents and team leads** | Work on, assign and discuss tickets internally, work through group queues | In the Equipme Operate workspace | | Company **administrators** | Manage groups, statuses, labels, inbox, API keys and deliveries | In the workspace under "Administration" and "Groups" | Today you open the workspace from equipme via **"Support" → "Ticket system"**. It opens in a new browser tab and has the following menu: * **"New ticket"** – record a ticket, also on behalf of others. * **"My tickets"** – your work list, see [Working on tickets](/dokumentation/operate/work-items.md). * **"All tickets"** – all tickets you are allowed to see, as a table. * **"Contacts"** – people and groups tickets are handled for, see [Contacts](/dokumentation/operate/contacts.md). * **"Groups"** – teams and their queues, see [Groups and queues](/dokumentation/operate/queues.md). * **"Administration"** – company-wide settings, see [Administration](/dokumentation/operate/administration.md). In the user menu you switch between **"Light design"** and **"Dark design"**, set the **"Language"** and log out. {% hint style="info" %} The areas for agents and team leads are being integrated into equipme itself. They will then appear in the sidebar under **"Operate"**, structured into work items (tickets), queues and contacts. {% endhint %} ## Key concepts | Concept | Meaning | | ------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------------------- | | **Ticket** | A matter with a number (e.g. TKT-0001), subject, conversation and fields. | | **"Type"** | Kind of matter: "Request", "Task", "Problem", "Incident", "Change" or "Project". | | **"Lifecycle"** | Fixed overall state: "Open", "Resolved" or "Closed". A closed ticket is finished for good. | | **"Status"** | Finer processing state that your company defines itself (e.g. "New", "In progress", "On hold"). Every status belongs to exactly one lifecycle. | | **"Severity"** | "Impact" and "Urgency" (each "Low", "Medium", "High", "Critical"). Together they determine the **"Priority"**. | | **"Group"** | A team, e.g. 1st level support. A group's tickets form its **queue**. | | **"Assignee"** and **"Agent"** | Who is responsible (a group or a person) and who actually works on the ticket. | | **"Contact"** | The person the ticket is for (requester). | | **Threads** | The **"Main thread"** is the conversation with the requester. **Internal threads** (e.g. "Internal discussion") are never visible to the requester. | | **"Resources"** | Linked objects from equipme, e.g. a location or a service, or any link. | | **"Labels"** | Freely definable tags with a color for organizing and filtering. | | **"Inbox"** | An email address through which incoming emails automatically become tickets. | ## Who sees what * **Requesters** only see their own tickets and only the main thread in them. Internal threads, the AI summary and internal fields stay hidden. They can reply and use **"Send resolution message"** to say their issue is resolved. This posts "My issue is resolved." to the conversation; the agent changes the status. * **Agents** see the tickets of their groups and the tickets they take part in. If a ticket is assigned to them or to a group in which they are admin, they can edit all fields. As a plain group member they can view a ticket and take it with **"Take over"**. * **Group admins** (team leads) edit all tickets of their group and manage the group. * **Group observers** can only read the group's tickets. * Company **administrators** ("tenant admin" in Equipme Operate) see and edit everything, including "Administration". ## AI features * **Automatic subject:** If the requester leaves the subject empty, it is generated from the description (marked "auto-generated"). * **"AI-generated summary":** summarizes the conversation and is updated with new messages. Visible to agents only. * **Smart Assign:** classifies a new ticket once and only fills empty fields: type, labels and group. For groups and labels, Smart Assign with an "Assignment context" must be set up there, see [Groups and queues](/dokumentation/operate/queues.md#smart-assign). Each of these features can be switched on and off individually. You set up Smart Assign per group and label yourself; for subject and summary, contact equipme or your provider. The AI does not run again: if it is wrong, correct the fields manually. ## Notifications * **In the app:** The **"Notifications"** bell shows when a ticket is assigned to you, a new message arrives or a ticket is created or updated. **"Mark all read"** marks everything as read. If you like, you also get **browser notifications**. * **By email:** Messages go to the recipients under "To" and "Cc". Anyone following a ticket receives a short info email for new messages. ## Activating Equipme Operate * **New companies** get Equipme Operate automatically when they register. * **Existing companies** are activated by equipme, or an administrator opens **"Support"** in the header bar and chooses the entry for enabling the ticket system. In the **"Enable ticket system"** dialog, the option **"Synchronize all employees"** creates a contact for all active employees. This runs in the background and may take a few minutes. Without the option, employees get their contact on first use. * **Hosted customers** contact their provider. ## Coming soon A **knowledge base** and **SLAs** (service level agreements) are in preparation. They will be described in this guide as soon as they are available. ## FAQ **Do regular employees need access to the Equipme Operate workspace?** No. Employees create and track their tickets directly in equipme. Only agents, team leads and administrators need the workspace. **What is the difference between status and lifecycle?** The lifecycle ("Open", "Resolved", "Closed") is fixed. Your company creates statuses itself and assigns each to a lifecycle, e.g. "On hold" to "Open". **Can a closed ticket be reopened?** No. "Closed" is final. If there is still work to do, create a new ticket and link it to the old one. **Does the requester see internal notes?** No. Everything in internal threads and the AI summary is visible to agents only. Linked resources, however, are also visible to the requester. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. 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