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.

If you have additional information, add it to the ticket before escalating whenever possible.

What is the difference between Your team and With VAULO?

Your team is your organization's internal workspace. This is where tickets are handled when your team wants to review and solve them first.

With VAULO contains all requests that have already been escalated to VAULO and are being processed there.

When should I escalate a ticket to VAULO?

Escalate a ticket when your team cannot solve the issue on its own, when technical support from VAULO is required, or when the problem needs investigation at the system level.

Can I create custom statuses for my team?

Yes. In the company settings, you can add additional status columns for Your team and assign your own colors, icons, and descriptions. Open and Resolved remain fixed.

Who is allowed to escalate tickets?

Only members with at least the First Level Support role can escalate tickets to VAULO. Regular Users can create and follow requests, but cannot escalate them themselves.

You can find more details in Roles and members. The exact workflow is described in Escalate a ticket to VAULO.