Tickets
Tickets are the core support workflow in Sicket.
They keep resident requests, staff updates, comments, attachments, and history in one place.
What Tickets are used for
Section titled “What Tickets are used for”Tickets are used for things like:
- no heating
- plumbing problems
- shared-area damage
- building maintenance questions
Personal vs community Tickets
Section titled “Personal vs community Tickets”Personal
Section titled “Personal”Use a personal Ticket when the problem mainly belongs to one resident or one unit.
Personal Tickets are not visible to other tenants.
Community
Section titled “Community”Use a community Ticket when other residents in the same building may have the same problem or should be able to follow it.
Community Tickets help reduce duplicate reporting.
What happens when someone creates a Ticket
Section titled “What happens when someone creates a Ticket”Before final submission, Sicket can show:
- Knowledge Base suggestions
- tenant-safe AI help
- similar community Tickets
- a suggested priority
These are suggestions. They do not block creation.
After submission, staff in scope can review the Ticket and move it forward.
What users can see on a Ticket
Section titled “What users can see on a Ticket”Depending on role and scope, a Ticket can include:
- title and description
- priority and status
- comments
- attachments
- activity history
- internal notes for staff
Anonymity
Section titled “Anonymity”Tenants can choose anonymous mode when allowed.
That does not stop staff from working on the Ticket. It means personal identity should stay masked where the backend enforces anonymity.