tickets

A resident reports that a service request remains unanswered. The Intake Coordinator identifies the active customer and responsible public body, records the subject, then checks the priority and due date. The record number becomes the common reference when the resident asks for an update. A service agent can see the current owner and the earlier events without treating a private note as a public response.

The ticket status describes where the work stands: new intake, triage, assigned work, waiting, resolution, closure or a reopened issue. The owner remains accountable while a response, pause or escalation becomes a separate event. On a reopened case, preserve the earlier resolution time and history so the next agent can see what happened before. A due date signals work to examine; a status change by itself does not prove a complaint was resolved.

• Intake. The coordinator checks the customer and organization before recording the complaint.
• Triage. Priority and the service calendar determine the due date for the assigned owner.
• History. Responses, pauses and resolutions remain in events linked to the same ticket.

The ticket is the common reference for the resident and handling team. When it reopens, the earlier response and outcome stay available alongside the new work.

Agree which organization owns each type of complaint, how customer eligibility is checked, how priority is ranked and which service calendar supplies the deadline. Decide who may correct a mistaken customer link and how the correction is recorded. Review the selected owner against the active team member roster before the first case goes live.

Take one complaint through creation, triage, assignment and a customer response. Ask the owner to explain the recorded subject, complainant, due date and next action using the ticket and its event history. Then reopen a resolved case and confirm the earlier outcome remains legible.

Use the same sample to test a conflicting instruction and an authorized correction. The resulting record should tell the next handler what remains to do. Keep the earlier event or decision available when a case returns to work; otherwise the apparent current status can conceal an unresolved question.

• New Complaints — Review newly registered complaints before triage and assignment.
• Tickets Due Today — Inspect deadlines and owners for work needing attention.

Follow complaint intake and case review to see how these records move between people. Use the data model when importing the first complaints and the roles page before granting access.