> 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/self-service/tickets.md). # Support requests and tickets Submitting support requests in Equipme Operate and tracking them under "My tickets": create a request, reply, view the status; activation for administrators. **Path:** Header bar → **"Support"** or sidebar → "My workspace" → **"My tickets"** With **Equipme Operate**, the equipme ticket system, you report problems and submit requests to your IT or support team. Each request becomes a **ticket** that support handles and discusses with you in the ticket. This page describes how you, as an employee, submit and track requests. How agents and team leads work on tickets is described in the [Equipme Operate](/dokumentation/operate.md) chapter. {% hint style="info" %} If Equipme Operate is not active for your company, "My tickets" in the sidebar, "Report problem" or "Create ticket" and the ticket entries in the support menu are missing. How the ticket system is activated is described under [For administrators](#for-administrators). {% endhint %} ## Where to submit a request * **Header bar:** **"Support" → "Support request"**, from any page. * **"My tickets":** directly from your ticket list. * **For a service:** on the service card under "My equipment" via the headset icon **"Report problem"**, or on a service's detail page via **"Create ticket"** ("Create a support ticket for this item."). The request is then opened from this service. If needed, support links the affected service in the ticket. * **Dashboard:** quick action **"Create ticket"** (see [Dashboard](/dokumentation/getting-started/dashboard.md)). ## Creating a support request The **"Support request"** dialog is deliberately short: 1. Under **"What's it about"**, describe your issue in your own words, e.g. what isn't working and since when. 2. Optionally add files, e.g. screenshots: **"Attach file or drag it here"**. 3. You don't need to fill in the subject. It is marked **"auto-generated"** and is created from your description. 4. Your name is pre-filled as the requester. If you submit the request **for another employee**, search for their name here instead. 5. The reference shows **"none"** as long as nothing is linked to the request. 6. **"Save"**. You see "Your support ticket has been created" and are taken directly to the new ticket. **"Cancel"** discards the request. If your provider has stored a **support notice** (e.g. a hotline for urgent cases), it appears in the support menu and in the dialog. ## My tickets **Path:** Sidebar → "My workspace" → **"My tickets"** or "Support" → "My tickets" Here you see all tickets you submitted or that were submitted for you. Click a ticket to open its details. ### Viewing and replying to a ticket * At the top you see the subject and the current **status**. Support sets the status; you can view it but not change it. * Below is the conversation in the **"Main thread"**: your request and all replies from support. You don't see support's internal discussions. * Via **"Reply"**, write a message and send it with **"Send"** (or Ctrl+Enter or ⌘+Enter). Attach files by drag and drop. * Once your issue is resolved, click **"Send resolution message"**. This posts a message to support saying that your issue is resolved. Support then closes the ticket. If a problem occurs again after the ticket has been closed, submit a new support request. ### Tickets on the employee page On an employee's detail page, the **"Tickets"** tab shows that employee's tickets (see [Employees](/dokumentation/organization/employees.md)). You always see your own tickets there; only support agents see other employees' tickets. ## Notifications Replies from support appear in the ticket under "My tickets". Depending on your company's setup, you also receive messages about your ticket by email. ## For administrators ### Activating Equipme Operate * **New companies:** Equipme Operate is set up automatically on registration. Employees who use the ticket system for the first time are automatically created as ticket contacts. * **Existing companies:** The ticket system is activated by equipme or by your administrator. To do so, open **"Support"** in the header bar and choose the entry for enabling the ticket system. In the **"Enable ticket system"** dialog ("Enable the ticketing system for your company."), you can select **"Synchronize all employees"**: this creates a ticket contact for all active employees and runs in the background. Finally, click **"Enable"**. * **Hosted customers:** Activation is handled by your provider or equipme (see [Operating models](/dokumentation/getting-started/operating-models.md)). ### Working on tickets Agents and team leads open the agent view in a new tab via **"Support" → "Ticket system"**. There they work on tickets and manage groups, contacts and settings. Everything about this is described in the [Equipme Operate](/dokumentation/operate.md) chapter. ## Frequently asked questions **I don't see "My tickets".** Equipme Operate is not active for your company. Contact your administrator. **Do I have to enter a subject?** No. The subject is generated automatically from your description. **Can I close my ticket myself?** No. With "Send resolution message", you let support know that your issue is resolved. Support closes the ticket. **Can I submit a request for a colleague?** Yes. In the dialog, select your colleague as the requester instead of yourself. --- # 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. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. 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