Module · Internal management

Internal ticketing

Internal staff requests, with SLAs and full traceability.

The module handles internal staff tickets electronically, providing a standardised, traceable mechanism for raising, claiming, classifying and resolving internal issues or requests, with automatic numbering and supporting documents.

Request a demoSee how it works
 
The internal ticket list in the Smart Digital City platform

The internal ticket list: classification, priority, owner and status.

What changes in day-to-day work

Internal requests stop travelling by email and phone: each one has a number, an owner, a deadline and a history — including when someone asks three months later what happened.

Every request has a numberAutomatic numbering from the electronic correspondence register
A deadline per classification and priorityResolution times configured for each pair
A complete history, exportableUser, date and time, previous and subsequent status

What you can do

The full cycle of an internal request, from reporting to closure.

Submitted from the internal portal

By the institution's staff only.

A structured form

Subject, classification, priority, description, department and contact.

Claimed by an owner

With automatic update of the „Claimed by” field.

SLA per classification and priority

Resolution times configured for every combination.

Supporting documents

Added throughout the life cycle, with automatic numbering.

Discussion on the ticket

Asynchronous communication between the requester and the owners.

Notification on completion

The requester is notified automatically when the workflow closes.

Full administration

Classifications, priorities, statuses, roles and permissions.

See all features
  • Checking the information attached, classifying it and starting the resolution process
  • The ticket list, filtered by department, type, classification, priority, status and period
  • Reports on resolution times and the overruns recorded
  • A dashboard with new, in-progress, closed and overdue tickets, per department
  • A full audit trail per ticket, exportable

How it works

Reporting, assignment, deadline, resolution and history — for every internal request.

1

ReportingQuickly raising an issue or a request

2

AssignmentAssigned to the person or team responsible

3

SLAClearly defined deadlines and priorities

4

ResolutionResolved and closure confirmed

5

HistoryEvery interaction and resolution is kept

What you get as standard

The module is more than an interface. It comes preconfigured in its standard version, ready to use from day one.

  • forms
  • workflows
  • registers
  • reference data
  • document templates
  • business rules
  • validations
  • notifications
  • reports
  • dashboards
  • access rights
  • audit trail

Native integrations

Ticketing uses the electronic correspondence register and the notifications component.

The electronic correspondence register, for automatic numbering of tickets and documents
The notifications component, for status changes and resolution

Part of the same platform

Internal ticketing is not a separate application. It uses the same correspondence register, the same documents and the same notification and audit mechanisms as every other module.

See all modules →

How you can start

You do not have to digitise the whole institution at once.

START ONE

Start directly with this module: Internal ticketing, the internal portal and the tools it needs to run.

START PRO + INTERNAL TICKETING

If you already have the digital foundation — correspondence register, documents, workflows — the module is switched on top of it, with no migration.

Would you like to see how Internal ticketing would work in your municipality?

Request a demo

We walk you through the full workflow on a real case, from reporting the issue to closing the ticket.