Translations:Workflow Meldung/1/en

Rough overview of the general ticket workflow

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.