What happens after you raise a request
For everyoneWhat happens after you raise a request
Section titled “What happens after you raise a request”Submitting a request is just the start. Here’s what goes on behind the scenes.
1. Triage
Section titled “1. Triage”New requests are checked and routed to the right team — IT, Estates, Finance, HR and so on. Triage may also set a priority based on how urgent and widespread the issue is.
2. Assignment
Section titled “2. Assignment”The request is picked up by an agent in that team. You’ll get an email when someone starts working on it.
3. Updates
Section titled “3. Updates”You can reply to any update to add detail, photos, or answers to the agent’s questions. Everything stays on the one request so nothing gets lost. Follow progress any time under My tickets.
What the statuses mean
Section titled “What the statuses mean”- Open — received, waiting to be picked up.
- In progress — an agent is actively working on it.
- Waiting on you — the team needs something from you before they can continue. Replying moves it back to them.
- Resolved — the work is done. If it’s not actually fixed, reply to reopen it.
Service levels
Section titled “Service levels”Many request types have a target response and resolution time. You’ll see these on the request, and the team is measured against them — so you don’t need to chase.