The platform allows the head office to create tickets on behalf of unit users. This feature makes it faster to register centrally handled service interactions, especially for requests received by phone, WhatsApp, or in person, and also supports users who are less familiar with the system.
The system automatically records the real requester, adds an explanatory comment, and mentions the responsible person in the ticket, ensuring traceability and efficiency in service.
Important: When opening a ticket for a specific user, the unit manager will be able to view the ticket created by the head office. However, only the selected unit user and the people mentioned when the ticket is opened will have access to view it. Other employees will not be able to see the ticket.
Step-by-step: how to create tickets for units
Step 1: Access the Inbox module.
Source: Yungas Platform
Step 2: In the upper-right corner, click New message and select Ticket.
Source: Yungas Platform
Important: For this function to be available, the head office user must have permission to create tickets as a unit user.
Image illustrating the step described above.
For more information, access the detailed article about advanced permissions.
Step 3: A form will be displayed and must be completed according to the configuration defined by the network/head office. The form may include:
Unit name
Unit user name
Department
Subdepartment, if applicable
Subject
Message with a summary of the ticket opened for the unit
Image illustrating the step described above.
Step 4: After completing the information, send the ticket. The system will create the ticket on behalf of the selected unit user and register the context of the action.
Image illustrating the step described above.
Step 5: After creation, the ticket can be followed from the Inbox, with the conversation history, responsible person, status, and service deadline.
Good practices
Confirm that the selected unit and user are correct before sending.
Use a clear subject so the ticket is easy to locate later.
Describe the reason for opening the ticket on behalf of the user.
Mention the responsible person when needed.
Attach evidence or files whenever they help the service flow.
This process helps the head office centralize service records without losing traceability of who requested the support.