> ## Documentation Index
> Fetch the complete documentation index at: https://docs.reddy.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Ticketing System

> Track and manage requests across your organization and Reddy

Ticketing system for request management between your team and Reddy. All requests are tracked and visible.

## How It Works

Use the ticketing system to submit and track various types of requests:

<AccordionGroup>
  <Accordion title="Custom Configuration Requests">
    Submit requests for organization-specific configurations, workflows, or platform customizations tailored to your business needs.
  </Accordion>

  <Accordion title="Product Enhancement or New Feature Requests">
    Request new capabilities, improvements to existing features, or enhancements that would benefit your team's workflow.
  </Accordion>

  <Accordion title="Training Simulation Requests">
    Request creation of new training simulations or modifications to existing simulations to better reflect your processes and scenarios.
  </Accordion>

  <Accordion title="Report or Data Requests">
    Request custom reports, data exports, historical data, or specific analytics not available in standard dashboards.
  </Accordion>
</AccordionGroup>

## Accessing Tickets

Navigate to the **Tickets** tab to view and manage requests.

<Tabs>
  <Tab title="Creating a Ticket">
    <Steps>
      <Step title="Click Create Ticket">
        Click **"Create Ticket"** in the top right corner.

        <Frame>
          <img src="https://mintcdn.com/reddy-376a6c19/1_2Kl13TVHhzodRL/onboarding/images/create-ticket.png?fit=max&auto=format&n=1_2Kl13TVHhzodRL&q=85&s=151dde7d04e87f2a45d8bfc3d7afae3f" alt="Create ticket form showing all fields for ticket creation" width="2866" height="1438" data-path="onboarding/images/create-ticket.png" />
        </Frame>
      </Step>

      <Step title="Add Details">
        * **Title:** Brief, descriptive summary (required)
        * **Description:** Detailed explanation of request or issue
        * **Labels:** Categorize using recommended labels

        <Accordion title="Recommended Labels">
          - **Feature Request** - New capabilities or improvements
          - **Data Request** - Exports, historical data, or custom reports
          - **QA** - QA setup, scoring, or feedback
          - **Training Sim Update** - Updates to existing simulations
          - **Training New Sim Request** - New simulation creation
          - **User Management** - Role changes, permissions, or new user setup
          - **Custom Config Request** - Client-specific configurations or workflows

          <Tip>
            Contact your Reddy Project Manager to create or remove labels for your organization's ticketing system.
          </Tip>
        </Accordion>

        * **Status:** Open, In Progress, In Review, Blocked, Done
        * **Priority:** Low, Medium, High, Critical
        * **Due Date:** Target completion date
        * **Team:** Internal or Reddy

        <Accordion title="Team Details">
          - If the task requires action from your organization, select **Internal** and assign the ticket to a team member
          - If the task requires Reddy support, select **Reddy**
        </Accordion>

        * **Assignees:** Team members assigned to the ticket

        <Accordion title="Assignee Details">
          **Internal Team:** Assign the ticket to one or more people within your organization. They will receive a notification in Reddy's notification panel. Only individuals with active Reddy accounts will appear in the assignee dropdown.

          **Reddy Team:** The assignee field is disabled. Your Reddy Project Manager will review and assign the ticket to the appropriate Reddy team member.
        </Accordion>
      </Step>

      <Step title="Submit">
        Click **Submit** to create the ticket. You'll receive notifications when status changes or teammates are assigned.
      </Step>
    </Steps>
  </Tab>

  <Tab title="Managing Tickets">
    **View Options:**

    * **List View:** Sortable table with all ticket details
    * **Kanban View:** Visual board organized by status

    **Filter and Search:**
    Use filters and search to quickly find or organize tickets by status, priority, label, or assignee.

    **Ticket Activity:**
    Click a ticket to open details, then switch to the **Activity** tab to view change history with date, action, and user.

    <Frame>
      <img src="https://mintcdn.com/reddy-376a6c19/BT6WSvGzbkYMHC3c/onboarding/images/ticket-activity.png?fit=max&auto=format&n=BT6WSvGzbkYMHC3c&q=85&s=0db3f6cb87acd79f9605014ce4a2a7c6" alt="Ticket activity tab showing history of status changes and assignments" width="1268" height="810" data-path="onboarding/images/ticket-activity.png" />
    </Frame>

    **Auto-Removal:**
    Tickets marked Done are auto-removed from view after 7 days.
  </Tab>
</Tabs>

## Notifications

You'll receive notifications when:

* A ticket is assigned to you
* Status changes on your tickets
* Team members are assigned