Workflow ticket
Weitere Optionen
What is a ticket?
Tips or incidents can be reported or questions on sensitive subjects can be asked.
How can tickets be created?
- Reporters can submit reports either anonymously or with added contact data via a whistleblower system.
- Reporters can create an anonymous inbox in order to anser follow-up questions or send further information.
- Logged in users can submit open tickets under My tasks > Tickets.
- Experts and Professionals can create tickets for other users or for anonymous reporters under Case management > Tickets.
Via the anonymous inbox or via HITGuard itself, advisors and reporters can send each other messages and thus ask and answer further questions.
Who can process tickets?
The support team is responsible for the answering, processing and closing of tickets. The support team is made up of Experts and Professionals. Individual persons can take over the processing of a ticket and are then the primary point of contact for the reporter.
How can a whistleblower system be provided?
Experts can configure an anonymous whistleblower portal under Case management > Settings.
Who receives an e-mail when?
Reporter: Receives an e-mail as a logged in user when a response to their ticket is sent. Receives an e-mail as a logged in user when their ticket is closed. Support team: Receives an e-mail when a new anonymous ticket comes in. Receives an e-mail when a new ticket from a logged in user comes in. Receives an e-mail when a response comes in from the reporter if there is no advisor. Advisor: Receives an e-mail when they are assigned a ticket. Receives an e-mail when the processing of the ticket is no longer necessary. Receives an e-mail when a response comes in from the reporter.
Additional links
Find more on the whistleblower system here.
Find more on the creation of tickets as an agent here.
Find more on the creation of tickets for Practitioners here.