Solution Desk

Solution Desk is the support portal for your organization. It gives you one place to collect requests, handle them internally, and escalate individual tickets to VAULO when necessary.

Your requests

The Your requests page is the main start page of Solution Desk. It shows all support requests, their current processing status, and the responsible area. Use New request in the top-right corner to create a ticket. In the bottom-left corner you can switch between German and English.

Context

Your requests is the central workspace for all tickets in Solution Desk. It separates internal handling from already escalated requests and shows the current processing state as a board with multiple status columns.

In day-to-day work, Your requests mainly consists of:

• the Your team and With VAULO tabs
• the board with your status columns
• the individual ticket cards
• the ticket detail view

Your team

The Your team tab contains requests that are handled inside your own organization first. Typical examples include missing permissions, internal questions, or configuration issues that your administration can solve on its own.

This is where your internal team works on open tickets, prioritizes them, and decides whether a request can be solved internally or should be escalated to VAULO.

With VAULO

The With VAULO tab shows all tickets that have already been escalated to VAULO. These requests are no longer part of your internal workflow and are handled directly by VAULO.

Tickets are also displayed in status columns here, so you can keep track of which topics are already with VAULO and how far they have progressed.

Board and status columns

Tickets are displayed as a board with status columns such as Open, In progress, and Resolved. These status names, colors, and icons can be customized for Your team.

• Open and Resolved are fixed.
• You can add additional statuses such as In progress or Waiting.
• Each column represents a clear processing stage in your internal workflow.

If you want to create or edit your board statuses, use Board and status columns.

Ticket cards and detail view

Each ticket card shows at least the title, the ticket ID in the format YYMMDD-XXXX, and the color-coded priority. Clicking a card opens the detail view with the description, reproduction steps, conversation, attachments, support, and activity feed.

Account

The Account area is where you manage your personal Solution Desk profile. At the moment, this mainly includes your profile photo. That photo appears on your requests, replies, and entries in the activity feed.

This is especially helpful when several people in your organization work on tickets together.

Company settings

In Company settings, you define how Solution Desk is organized inside your company.

Two-tier support

Use Two-tier support to decide whether new requests should first appear in Your team and only later be escalated to VAULO. If this option is disabled, new tickets go directly to support.

Team members

In Team members, you assign each member their Solution Desk role. These roles define who can only create internal requests, who can additionally process and escalate tickets, and who can access the company settings.

Editing language and status columns

Use Editing language to choose the language for your internal ticket statuses. Below that, you configure the status columns for Your team.

• Open and Resolved are fixed.
• You can add additional statuses such as In progress or Waiting.
• Colors, icons, and descriptions help your team understand the current processing state more quickly.

For a detailed explanation of these roles, see Roles and members.

Tips for better tickets

Well-written tickets save time on both sides. These points help:

• Use a title that describes the actual problem, not just the affected area.
• Use the Description field to explain the issue and/or the observed effect.
• Describe the How can the issue be reproduced? field clearly enough that someone else can reproduce the problem.
• Add screenshots, PDFs, or sample files whenever they speed up analysis.
• Choose the priority carefully so your team and VAULO can prioritize correctly.

FAQ

Why can I no longer edit a ticket after it was escalated to VAULO?

After escalation, the ticket moves from Your team to With VAULO. To keep the process traceable and avoid parallel internal changes while support is already working on the issue, editing becomes restricted for your organization. Add any important information directly to the ticket before escalating it.