Ticketing
Anything in the workplace that stops working: how people report it from the app or the panel on the wall, who is told, and how it is tracked to a fix.
A reported issue is something in the workplace that has stopped working — a screen that will not wake up, a chair with a broken wheel, a room panel down to its last percent of battery. Somebody reports it, it becomes a ticket, and the ticket is followed until it is fixed.
Reported from where people find the fault
Nobody walks back to their desk to report a broken projector, so reporting is wherever the fault is.
- In the app, a report can carry everything: which room or desk, which amenity on it, what kind of problem, photographs, and a description.
- At the room panel on the wall, it is two taps — which amenity, what is wrong. The panel reports as the room, not as a person, so it is the fastest way to report and the only one that cannot be followed afterwards.
Both land in the same queue.
One queue behind them
Every ticket arrives as New, is assigned to a member of support staff, and is worked through In progress to Resolved and then Closed. None of that is one-way: a resolved or closed ticket reopens.
A ticket names exactly one resource and at most one amenity on it. That is what lets the queue be filtered by room and the dashboard say which rooms break most often.
Who hears about it
Support staff are emailed and notified the moment a ticket appears, and the person it is assigned to is emailed again. The person who reported it is not emailed at all — they follow their own reports in the app.
A ticket policy widens that list: it sends the report email to whoever holds a chosen role on the reported room, or on the building it sits in, so a facilities manager hears about their own floor without being on support staff.
What Ticketing does not cover
A reported issue is not a service request. Service is somebody doing something for a booking — carrying in tea, cleaning afterwards — asked for against a meeting, delivered by service staff, inside service hours. Ticketing is something being broken, against a resource, with no booking involved.
Reporting an issue also does not take the room out of use. A room with three open tickets still takes bookings; closing it is done on the resource itself, in Booking.