Moderator guide

Moderation (usually the front office) is the first person to see every request. Nothing is assigned or published without this human step.

Validating

The “Classification suggestion 🤖 AI” panel proposes a category, department and priority — it is only a suggestion, always labelled. Confirm or correct:

1. Adjust category and priority if needed, press Validate.
2. Pick the department and press Route → the citizen gets an email at each step.

Duplicates: merging

Open the duplicate, enter the primary ticket’s reference and press Merge. Both codes keep working and both citizens keep receiving the primary’s updates. Nobody is ever told “your report was deleted”.

Rejecting (well)

Rejecting requires a citizen-visible reason — the system will not allow it otherwise. Explain the why, point to the formal channel when one exists, and mind the tone: that text is the town hall’s face.

Stalled requests

The system periodically sends a digest of requests without movement (default: over 7 days). It is the mechanism that keeps tickets from dying “in progress”.