/docs/modules/tickets
Tickets
Escalate blockers without losing them in chat threads.
Purpose
Tickets are internal ops — broken integration, permission request, training gap, or recon dispute — with status, priority, and assignee.
Setup
- Name default categories (IT, process, inventory data, integration).
- Assign owner (office manager or platform contact).
- Link to Operators docs when issue is environment-wide.
Daily workflow
- Staff opens ticket with screenshot and steps to reproduce.
- Triage — priority, assignee, linked record (VIN, deal ID).
- Work — comment thread; avoid duplicate tickets for same root cause.
- Resolve — document fix; link to changelog if product bug.
Key fields
| Field | Notes |
|---|---|
| Subject & body | Repro steps |
| Priority | Low → urgent |
| Category | Routing |
| Status | Open → resolved |
| Related entity | Optional deep link context |
Permissions
- All staff — create tickets.
- Manager / admin — assign, close, view all.
- Platform operator — separate platform hub for multi-tenant issues.
Canadian notes
- Do not paste full SIN, full credit bureau pulls, or other sensitive PII in ticket bodies — use secure channels for lender data.