Department guide
Each department sees only its assigned requests.
Internal notes vs public replies
Section titled “Internal notes vs public replies”- Internal note (badge “never citizen-visible”): coordination between colleagues. Sends no email and never appears on the citizen’s page.
- Public reply (badge “citizen-visible”): the citizen sees it and gets an email instantly. If they wrote in another language, it is shown auto-translated (with its marker).
The work cycle
Section titled “The work cycle”- Start work → in progress; the citizen gets the “we’re on it” email.
- Resolve → you must write how it was fixed, visible to the citizen. The system does not allow resolving in silence.
Closing well
Section titled “Closing well”Say what was done, not “fixed”. If the fix is partial, give a timeline. Thank the reporter. If the citizen thinks it is not fixed, they can reopen with one click — it returns to in progress in your queue.
Traceability
Section titled “Traceability”Every status change is logged (who, when, with what note) and every email sent is kept on the ticket’s record.