Ticketing allows you to centralise and manage all internal employee requests—from simple questions to complex issues—within a single system. In this article, you’ll learn how Ticketing though ONE works, when to use it, and how to manage requests efficiently across teams.
Overview
Ticketing helps you organise, track, and resolve employee requests in a structured way. Employees can ask questions in natural language through One, which either provides an instant answer based on company knowledge or creates a ticket for follow-up.
Requests are automatically categorised and assigned to the right team (HR, IT, Finance, Facilities, etc.), ensuring nothing gets lost and every request is handled efficiently.
When and why it should be used
Use Ticketing when:
- You want to centralise all employee requests in one place
- Requests are scattered across tools like email or chat
- You need visibility over request status and response times
- Teams handle recurring questions or high request volumes
- You want to improve response efficiency and accountability
How to use
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Employee submits a request
- Employees ask a question through One using natural language
- One will:
- Provide an instant answer (if available), or
- Automatically create a ticket
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Automatic categorisation and assignment
- The system categorises the request
- It assigns the ticket to the appropriate team (e.g., HR, IT)
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Manage the ticket lifecycle
Teams can update the ticket status as it progresses:- Open
- In Progress
- Waiting
- Resolved
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Track and respond to tickets
- Access all tickets from the Ticketing dashboard
- Communicate with the requester directly within the ticket
- Keep all updates in one place for full visibility
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Analyse performance
Use the insights dashboard to monitor:- Ticket volume
- SLA compliance
- Resolution times
If employees are not receiving answers instantly, ensure your knowledge base is complete and up to date so One can provide accurate responses.
If there are missing tickets or lost requests, confirm that employees are submitting requests through One and not external channels.
Tips and best practices
- Keep your knowledge base updated: The more accurate your company policies are, the more questions One can answer instantly without creating tickets
- Define clear responsibilities: Ensure each team knows which types of requests they handle
- Use status updates consistently: This improves visibility and avoids confusion for employees
- Monitor recurring requests: Identify patterns and improve documentation to reduce repetitive questions
FAQ
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Do employees always create a ticket when asking a question?
No. If One finds a relevant answer in your company knowledge, it will respond instantly. A ticket is only created when further action is needed.
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Can multiple teams use Ticketing?
Yes. Ticketing is designed for cross-functional use, including HR, IT, Finance, and Facilities.
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Is there a cost to activate Ticketing?
No. There is no activation cost. Ticketing runs on One credits.
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Can I track how long it takes to resolve requests?
Yes. The insights dashboard provides visibility into resolution times and SLA performance.
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When should my team start using Ticketing?
Ticketing is already live and can be used immediately. If you need help with setup, contact support.