View and update your Service Desk tickets

After you submit a Service Desk issue or request, you can go back to the ticket and add photos in the Images section on the detail page, as long as the ticket is still open. If you are assigned to work on it, you can add photos at any time from that same Images section. When you finish the job, use Change Status → Complete, which has a separate Completion photos upload for evidence of the work done.

How to find your tickets

1. Go to Service Desk > Issues or Requests

2. Use the Ticket View filter for All, Raised by me, or Assigned to me. Members only see their own tickets by default, so this filter is most useful for managers who need to narrow the full list.

3. Click a ticket to open the detail view

Members see only tickets they created or were assigned. Managers see all tickets, so they may need to use the filter to narrow the list to their own.

How to add images to a ticket

1. Open the ticket detail page

2. Go to the Images section

3. Add images to the gallery

You can add photos here while the ticket is still open. These photos are useful for showing the problem or progress. Deleting images requires triage permissions.

How to complete a ticket with completion photos

1. Open the ticket detail page

2. Click Change Status → Complete

3. Upload photos in the Completion photos field

4. Confirm the completion

Completion photos are specifically for evidence of the work done when closing the ticket. If your site has completion photos turned on as required, you will need at least one photo there to complete the ticket. Photos in the Images section are separate and do not count as completion photos.

What else you can update

• Comments — add updates or handover notes

• Status — members can escalate assigned tickets; managers can change any status

• Follow — receive notifications when the ticket changes

Members cannot mark their own tickets as complete without the completion flow. Managers verify and close tickets to maintain the audit trail.