Ticket guide

A. Definition for Ticket properties:

Ticket Name: This is the name of the task you want to assign. Try to provide a brief explanation so the assignee can understand what you're referring to.

Example: If you want to assign a task from the campaign "Celebrate Town Hall event," name it as follows: "Celebrate Town Hall event/Buy balloon".

Requestor: the person who created the ticket. System adds this value automatically, so you cannot change it.

To Team: You will send this request to a specific team. You can also assign to multi team for their coherence in action.

Assignee: This is the person who will handle the task. You can also assign multiple people at once but please try to avoid that since it might end up confusing to all assignees. The mentioning function still can help the related member know about the task.

Priority: How quickly does this task need to be resolved? Please consider that this helps the assignee understand how to prioritize it. If it should be done on the same day as the assignment or within the next two days, mark it as "[Urgent]." Use "[Normal]" and "[Not Urgent]" for other timelines.

Expected Delivery: This is the deadline for when the requestor need the task to be completed.

ETA (Estimated Time of Arrival): This is the time the assignee estimates they can deliver the task. As a requester, please also take this into consideration if you notice that the assignee cannot finish the task within your expected timeline. Communicate with them; they might need your assistance to expedite the process.

Status: This is for the assignee to update the task's status.

Not Started: Assignee hasn’t started the ticket yet

In progress: Assignee is working on the ticket

Pending: After working a time, assignee stops to work on this ticket

Blocked: There are some stuck, that need someone else supports

Resolved: Assignee solved the ticket.

Done: The ticket is finished when the requestor confirmed.

Cancelled: The ticket was cancelled by the creator

Rejected: The ticket was rejected by the authority

Ticket Detail (Optional): Use this section if it's difficult to convey all the task information through its name alone. This is where you, as the requester, can help the assignee perform their job more effectively. The reward for this is achieving your KPIs. Suggestion: Use the CAR format, where: C stands for Context (provide background information), A stands for Action (describe what the assignee needs to do), and R stands for Result (explain how the result should look).

Attached File: Include any relevant attachments.

That's all! We hope you enjoy increased efficiency and transparency in your workflow from now on! Let’s discover how to use below.