Managing, tracking, and resolving tickets

Introduction to Tickets

Tickets are employee submissions on questions or concerns. Employees can submit tickets and HR can respond through the Ariglad Slack app or the Ariglad webapp.

Ticket are composed of the following:

  • Ticket details
  • Chat to respond to the submission including saved template responses
  • Internal ticket notes
  • Ticket edit history
  • Employee satisfaction feedback survey

Ticket actions include:

  • Assigning a status
  • Assigning a personnel to resolve it and cc'ing personnel to view it
  • Assigning a ticket category
  • Archive tickets
  • Resolving a ticket

Ticket details include:

  • Submitter name, unless submitted anonymously
  • Submitter location, unless submitted anonymously
  • Relevant dates
  • Preferred outcome
  • File attachments
  • Resolution record

Responding to Tickets

In Slack

Respond to tickets through the Ariglad Slack app by going onto the Home tab, and clicking the View Tickets button. View the ticket and respond by directly in the text box. Click View Next Ticket to continue viewing and responding to ticket submissions that you have access to.

In the webapp

Respond to tickets through the webapp by going to Tickets and clicking on the ticket you want to respond to. You can save and use template responses for frequently repeated submissions.

Adding Relevant Dates

Relevant dates may be used to record an ongoing ticket inquiry; each date may include a description of what occurred on this date.

Adding Files to the Ticket

Files such as screenshots and form PDFs can be added to a ticket.

Creating Internal Notes

Internal notes may be used to create to-do lists or make internal comments to be shared with other ticket assignees or managers who are able to view this case.

Sending a Confidential Intake

This feature allows you to send a form to any employee in your organization to compile more information for the ticket. For example, in a bullying investigation you might send a form to a witness to learn more about their experience.

Viewing Ticket History

Ticket edits are always available under the Ticket History tab.

Resolving the Ticket

Resolve the ticket under the case details tab, the resolution can be recorded for future reference on how similar tickets were resolved previously. Upon resolving the ticket, it can be archived under the following menu.

Employee Ticket Resolution Satisfaction

Upon resolving the ticket, employees are sent a satisfaction survey on Slack and via email to answer whether the resolution was relevant to their ticket inquiry, if they were satisfied with the experience, and how it can be improved next time.

Organizing, Searching, and Filtering Tickets

Tickets can be sorted based on status, ticket folder/type, and when it was last updated. Search allows you to find tickets from the folder/type, assignee, ticket submitter, submission date, or other words that are used in the ticket. Filter allows for the same actions.

Assigning Tickets and Managing Access

Tickets can be assigned to any administrator who will then be able to view, respond, and resolve tickets. Tickets can also be given viewing permissions to other members of the organization. These access levels can be found in the ticket Access button, and can be configured or changed in My Organization > Set Up > Manage User Access.

To auto-assign a ticket type to a specific admin, go to My Organization > Setup > Manage Users > Edit User > select the ticket type they should be auto-assigned to. If a ticket is created and doesn't have an assignee, the super admin will be able to re-assign the ticket

Exporting tickets

Tickets can be exported as a PDF to be downloaded, printed, or emailed.