Tickets are how a location reaches head office when something is not working or a question is open. Every ticket goes to the location's contact person.
Raise a ticket (location)
Open help: in the phone browser, the question mark at the top; on a computer, "Help" at the bottom of the sidebar. A quicker way is the ＋ → "Report a problem" (employees) or "Ticket to head office" (managers).
Tap "Raise a ticket". You also find your tickets under "Menu" → "Reports & saved" → "My tickets", in the browser with "Report a ticket" as the main button at the top right.
Under "What is it about?", briefly describe the topic. Under "What happened?", say what is not working, since when, and what you have already tried. If you belong to several locations, choose the "Location".
Tap "Send ticket". You get a message as soon as someone replies.
You find your tickets under "See my tickets". The same help window also has "Open the manual" and "Your contact" with a phone number, if one is on file.
Handle tickets (head office)
Open "Menu" → "Locations" → "Location tickets". They are sorted into "Not started", "In progress" and done.
Open a ticket and tap "Start work".
Reply via "Reply" → "Send".
Once the issue is solved, tap "Mark complete". With "Reopen" you bring it back.
Head office sets who looks after which locations with the "Location contacts" tile. If nobody is assigned, everyone at head office is notified. The person in charge and head office change the status; the person who reported it and the location's partner can also see the ticket.