@Kari Hannum We use a method similar to what you described to track our ‘support tickets’ with our payroll platform. We have a designated work type and any time a support request is sent, we create a work item where we tag the related emails/notes. When the issue is solved, we complete the work item. That way we can see which items are still outstanding and may need follow up.

@jens Thank you for the feedback.

Hi @Kari Hannum, that’s a great question.

Our outsourced IT has a ticket system that we use, so emails come in through triage and there’s a timeline for IT emails because they are a contact, but I have a login to their ticket system and track those issues there.

If there’s something particularly important, I create a note and keep it in My Week for follow-up, but that’s rare.

I’m curious how other people handle it.

@Kari Hannum we do exactly what you’re suggesting! Although our tech team isn’t outsourced, so Karbon is also where they track and complete the tickets.

• A dedicated work type
• Users create a piece of work with details
• If there’s related emails they get tagged, or they might create a note if more details need to be given, but usually it just goes in the work description
• The user choose the client it relates to, or uses our internal Delivery Team client if it is not client-specific
• Statuses are used to track progress
• We have some templates created for common requests as well (e.g. tech setup for new employees), including some with client tasks

We also do the same for operational/process requests. For example, if a client tells us they’ve started using a new tool or want to add a service and a process needs to be established or documenting we create a process ticket and our onboarding team handles these.