Explore GreatWork Support Ticket for issue intake, investigation handoffs, requester updates, and resolution checks. Plan accountable support follow-up.
Give support requests enough detail for someone to investigate and a clear owner for the response. Explore Support Ticket using a representative problem, such as an inaccessible record or an unclear workflow result. Bring examples of missing information and a recurring issue so the walkthrough addresses intake quality, review priorities, updates, and the evidence needed to close a case.
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Where Support Ticket fits
Define the information a requester should provide, including the affected area, expected behavior, observed result, and relevant timing. Agree how staff assess impact and assign the next action. Plan a route for requests needing clarification or specialist input. Review available records and reports using a sample incident and a routine question. Confirm notification and external helpdesk requirements during setup, and establish closure checks so the requester understands the resolution and recurring problems can inform a wider improvement review.
Practical workflows to discuss
- Prepare an access-problem report with the affected role and record reference.
- Review recurring workflow questions for a shared underlying operating issue.
- Record resolution checks before a support case is agreed as complete.
Plan your setup
- What details allow the receiving team to begin an investigation?
- Who assesses impact and assigns the next support action?
- How will the requester confirm that the resolution addresses the issue?
Explore Support Ticket
Review this module in the GreatWork.ai live catalogue and discuss the records, reporting and configuration your team needs.
Related modules
Catalogue area: Platform Tools.
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