Forms & Tickets

← Back to overview

GET REQUESTS DONE | FORMS & TICKETS

KenCube's ticket system receives requests, reports and questions through forms and tracks each one as a ticket until it is resolved. This page shows what can be set up and how teams work with it.

Forms and submission

• Any number of ticket templates per channel, each with its own form
• Field types for text, choice, date and file upload, including required fields
• Selection of people, departments or entries from your own tables
• Submission rights per template: everyone, specific groups or individual people
• Submit via the plus menu, a dashboard widget or in the app
• Processing status for submitters under "My Tickets"

In practice: Early in the morning, a nurse calls in sick via the app. The form asks for the time period and offers to upload the doctor's note as a photo. HR has the complete report before the shift starts.

Channels, teams and areas

• A separate ticket channel for each topic, with team and lead
• Channels organized in channel groups
• Several separate ticket areas, for example for IT and HR
• Move tickets and channels without losing their history
• Archive and recycle bin with restore

In practice: A company with three sites runs the IT helpdesk and HR requests in separate areas. Only the HR team sees requests about salary or vacation. Facility management organizes its channels in one group per site.

Teamwork on tickets

• Ticket inbox for tickets that have not been picked up yet
• Status, owner, priority, due date and tags per ticket
• Questions to the submitter directly on the ticket
• Internal details and comments visible only to the team
• Team notification for new tickets

In practice: A roller door in the warehouse is damaged. The damage report lands in the facility management ticket inbox, a colleague picks it up and asks for a photo. Only the team sees the note "Spare part ordered, delivery Thursday". When someone calls in, the team creates the ticket itself and selects the requesting person.

Overview and reporting

• Dashboard with key figures for each area
• Board or table view
• Filter bar with saved filter sets
• Excel export per template, with one column per form field

In practice: At the end of the year, facility management exports all damage reports as an Excel file. Each form field has its own column, so it is quickly clear which site and which equipment were affected most often.

Connection to other modules

• Create a project task from a ticket
• Create and edit tickets by instruction in the chat

In practice: An improvement suggestion turns into a larger undertaking. The team creates a project task directly from the ticket. An employee writes in the chat "The printer on the 2nd floor is broken", and the AI Companion suggests the matching ticket in the IT channel.

Required modules

Forms and tickets are part of the add-on module Self-Service with Ticket System. The connection to projects also requires the add-on module Project Management, and creating tickets in the chat requires the add-on module AI Companion. All add-on modules can be added at any time and rolled out step by step.

← Back to overview | Next building block: Internal Shop