Overview
The Ticketing System in Trio allows IT admins and staff to manage internal or user-raised issues by creating, assigning, prioritizing, and tracking support tickets. This centralized view ensures timely resolution and transparent communication across the organization.
Before You Start
Required permissions: Admin or Staff role with ticket management access
Supported platforms: Web-based Trio Console (Chrome, Edge, Safari)
Device type: Desktop or laptop
Network requirements: Stable internet connection and a valid login session
Step 1: Access the Ticketing System
From the left-hand sidebar, click Services → select Ticketing System.
You will land on the Tickets tab by default.
Expected result: A list of tickets appears (or a "No tickets yet" message if none are created).
Step 2: Create a New Ticket
Click the + Create button in the top right corner.
Fill in ticket details such as:
Request Type (e.g., Application, Hardware, Policy)
Summary and Description
Urgency (Critical, High, Medium, Low)
Assignment (optional at creation)
Click Submit to generate the ticket.
Expected result: The new ticket appears in the list with statusPending Support.
Step 3: Filter or Search Tickets
Use the Search bar to find tickets by Ticket ID.
Apply filters for:
Urgency
Assignment
Request Type
Status
Start at / End to date ranges
Expected result: The ticket list updates to match the selected criteria.
Step 4: Assign Tickets to IT Staff
In the Assigned to column, click Assign for unassigned tickets.
Select an available user from the dropdown.
The ticket will now display the assignee's name and profile icon.
Expected result: Ticket status updates toIn Progressor remains based on urgency and SLA logic.
Step 5: Monitor and Update Ticket Status
Use the Status column to view current progress:
Pending support,In progress,On hold,Resolved,User pending,Canceled
Click the ellipsis (•••) next to a ticket to view details or update status.
Modify urgency, summary, or notes as needed.
Expected result: Updates are saved and reflected in the ticket view.
Next Steps
Immediate actions:
Assign all critical and high-priority tickets as soon as they are raised
Regularly monitor the Events Log tab for ticket activity
Related configurations:
Asset tagging with tickets (via Asset Management module)
Auto-routing rules (if enabled in the backend)
Troubleshooting
Issue | Cause | Solution |
Ticket not visible | Filters applied | Click Clear Filters to reset |
Can't assign user | No staff available | Verify role permissions in the Directory |
Status won’t update | Session expired | Refresh the page and log in again |
If you have more questions, you can contact the Trio team.