> 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/pro/operations/tickets.md).

# Ticket system (Equipme Operate)

The Equipme Operate ticket system from the provider's perspective: what your customers do with it, how it is activated for a customer, what you see in Pro.

**Path:** no menu item of its own in Pro. Equipme Operate runs in your customers' customer portal (header bar → "Support").

**Equipme Operate** is equipme's ticket system. Your customers' employees use it to make support requests and report incidents. Every request becomes a **ticket**, which agents in the customer's company work on in the Equipme Operate workspace.

This page describes what you need to know as a provider. How to use Equipme Operate is described in the customer guide in the "Equipme Operate" chapter, the employees' view under "Support requests and tickets".

## What your customers do with Equipme Operate

| Who at the customer       | What                                                                      | Where                                                                       |
| ------------------------- | ------------------------------------------------------------------------- | --------------------------------------------------------------------------- |
| **Employees**             | Make support requests, track and reply to their own tickets               | Header bar → "Support" → "Support request" or "My tickets"                  |
| **Agents and team leads** | Work on, assign and discuss tickets internally, work through group queues | Header bar → "Support" → "Ticket system" (opens the workspace in a new tab) |
| **Administrators**        | Manage groups, statuses, labels, inbox and other ticket system settings   | In the workspace under "Administration" and "Groups"                        |

If Equipme Operate is not active for a customer, "My tickets" and the ticket entries in the support menu are missing from their portal.

## Activating Equipme Operate for a customer

* **Standalone customers** who register with equipme themselves get Equipme Operate automatically.
* **Hosted customers** (direct customers) are activated by equipme. Contact your equipme account manager (see [Support](/pro/help/support.md)).

{% hint style="info" %}
The options "Enable ticket system" in the [customer details](/pro/customers/customer-details.md#portal-settings) and in the [default module settings](/pro/customers/customer-portal.md#default-module-settings) do **not** activate Equipme Operate. Only the activation by equipme counts.
{% endhint %}

## What you see in Pro

Equipme Pro currently has **no view of its own** for Equipme Operate: your customers' tickets, open tickets per customer and ticket key figures are not shown in Pro.

For your customers' support, you set up the **support note** in Pro: a text, e.g. your hotline for urgent cases, that appears for your customers in the support menu and in the "Support request" dialog. → [Customer portal (white label)](/pro/customers/customer-portal.md#support-note)

## Frequently asked questions

**Can I work on my customers' tickets in Pro?**

No. Tickets are worked on by the agents in the respective customer's Equipme Operate workspace. If your team is to take over support for a customer, clarify the approach with your equipme account manager.

**What does the "Enable ticket system" option in the customer details do?**

Nothing for Equipme Operate. Equipme Operate is activated for the customer by equipme.

**A customer sees no ticket entries in the support menu. Why?**

Equipme Operate is not active for them yet. Contact your equipme account manager. The customer still sees any support note you have set up.


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