Tickets & Helpdesk

Follow a ticket to resolution

Use ticket records and assigned work to manage requests.

User guide · 2 min read

Before you begin

Prepare a clear description of the request and check whether a ticket already exists before creating another.

Open Tickets or Helpdesk and create or locate the request.
Review its details, current status, and assignment.
Use My work to focus on tickets assigned to you.
Update the record through the available workflow and review its status after saving.

Concept	What to know
Ticket	The request record containing details, assignment, and current state.
My work	The view focused on work assigned to you.
Status	The ticket's progress through the available workflow. Reopen the record after saving to confirm the result.

Check its assignment and look in the broader ticket list if your role permits it.

Check the ticket state, your assignment, and the actions allowed to your role.