Supportlifecycle
Ticketing & Help Desk
How are support tickets recorded, routed, and answered?
A ticket is reported from the Report a bug button in any continON app, or arrives from an external user with its own reference. It is routed to a unit, answered at first and, where needed, second level, and every save on an external ticket is written to a dated history.
What the record holds at once
Held constantTicketing & Help Desk 5 states, at the same time
A button in every app
The same Report a bug button sits in every continON app, so a problem is reported from the screen it happened on — with a screenshot.
Referenced external tickets
External tickets carry a year-based reference and a running number, so a conversation about an issue always points at one addressable record.
Bug or improvement, explicitly
Separate flags distinguish defect reports from change requests, so the two backlogs can be worked and counted apart.
First and second level
Each level records its own unit, employee, feedback, and date — escalation has an owner, not a forwarded thread.
A dated history
Every save on an external ticket is stored with its status, employee, feedback, and date, and shown on the ticket as a timeline.
How it works
Two streams arrive in one Support Center. Inside the product, every app carries the Report a bug button: subject, message, bug or improvement, and a screenshot, sent from the screen the problem is on; the ticket opens as New and administrators are notified in the app. From outside, tickets raised by external user accounts arrive with a reference built from the year — SC-0042-26 — a running number, the application they concern, a category from a three-level tree, a priority and the bug-or-improvement flag, with any files attached.
Resolution is routed. A manager picks the responsible unit, the assignee list narrows to that unit’s employees, and the assignee records the first-level feedback with its date. Sending a ticket to second level opens its own unit, assignee and feedback, so an escalation has a named owner instead of a forwarded email. On internal tickets the assignee is notified in the app, and the reporter is told when the ticket is done.
History is kept as data. Every save on an external ticket writes an entry with the status, the assigned employee, the feedback and the date, shown on the ticket as a timeline. External reporters receive an email when their ticket is created and another with the response when it is closed, and a closed ticket can no longer be changed.
What this touches
- Task Management
Service requests and work orders — the execution side of accepted service and improvement work — are managed as tasks. - Organization
Tickets are routed to the organization’s own units, and the assignee is chosen from that unit’s employees. - System Administration
Ticket categories, priorities, and statuses are lookup-driven reference data maintained by administrators.
See ticketing & help desk running in continON.
A guided walkthrough on a sanitized demo tenant — this capability inside its module, on the shared platform.