Introduction
Tickets (called Actions by some services) help your team record and follow up anything that needs doing – from a broken gate latch to a first-aid restock. Every step is recorded, so the right person always knows it's their turn, and nothing gets lost in an inbox.
The Ticket Manager has a fresh new look and works faster. Everything you already use is still there – just easier to find, so you spend less time on admin and more time with children.
Open the Ticket Manager
Click Tickets in the top menu.
The four tabs
Tab | Use it to… | Who sees it |
My Tickets | See and action the tickets waiting on you | Everyone |
All Tickets | See every ticket you have access to | If your profile allows it |
Ticket Categories | Set up how each type of ticket works | Super Users |
Reassign | Move tickets to someone else | Super Users and some Managers |
How a ticket moves
Every ticket follows a short workflow. Each type of ticket uses only the steps it needs.
Status | What it means | Who acts next |
Pending | Raised – no one has acted on it yet. Every new ticket starts here. | The reviewer, resolver or closer |
Open | Someone has reviewed it and chosen who does the work. | The resolver |
Resolved | The work is done and waiting to be checked. | The closer |
Closed | Complete. | No one |
Some tickets skip steps – for example Pending → Resolved → Closed, or Pending → Closed.
ℹ️ Good to know Your organization may use its own names for statuses – for example New instead of Pending, or In Progress instead of Open. The steps work the same way. |
Your first five minutes
Find what's waiting on you
Open My Tickets → Filters are open as soon as the page loads
Pick a centre, room or status to narrow things down
Click Save to keep the filters you use every day.
Read the register at a glance
Coloured labels show each ticket's status.
A red icon beside the due date means it's overdue – hover to see by how many days.
A clipboard icon means a checklist is attached.
The Latest Comment column shows the newest update. Add it from the cog icon above the register.
Move a ticket on (using Action button)
When it's your turn, a button for the next step (such as Resolve or Close) appears in the Actions column
Adding a comment is optional.
Tickets with a checklist need to be opened first.
Move a ticket on (inside the ticket)
Click a ticket's subject to open it.
The progress bar at the top shows each step – hover over (or click) a status to see who will action it.
Click an action button to preview the next step
Add a comment
Click Submit Ticket to save.
Raise a ticket
Click Create New
Choose the centre or room
Pick a Ticket Category → tell us what needs doing.
Notes is required, so the next person has what they need.
Good to know
Received a ticket email? Use the link to add comments and attachments – no login needed.
Some fields missing? Your administrator may have hidden fields your team doesn't use, such as Priority or Due Date.
Can't see All Tickets or Cancel Ticket? These depend on your profile – ask your administrator.
Looking for Clone? It's now called Copy.
Looking for "Show Tickets Require Action Only"? It's been removed – use the status tabs or the Ticket Status filter instead.
💡 Tip Using the 1Place app? Tap the pink + button, then the ticket icon. See Tickets in the 1Place app. |
Learn more
I want to… | Read |
Filter, save views and choose columns | |
Raise a ticket step by step | |
Use tickets on my phone or tablet | |
Set up a ticket category (Super Users) | |
Move tickets to someone else |