Section 09 · Working with Advocates
Your ticket queue
How to manage incoming family support requests through the advocate ticket system, including SLA tracking, checklists, notes, and resolving cases.
After reading this article you can
- Find and manage incoming support requests in your ticket queue
- Understand SLA indicators and what they mean
- Use the ticket detail page to track progress and communicate with families
- Resolve a ticket when a case is concluded
Every time a family contacts you through SEN Evidence Vault, a ticket is created in your queue. Your ticket queue is the central place to manage all active family support requests, track deadlines, and keep a record of your work.
Accessing your queue
From the advocate navigation, select Tickets. Your queue is organised into status tabs:
| Status | Meaning | |---|---| | New | Just received, not yet actioned | | In progress | You are actively working on this | | Pending family | Waiting for the family to provide information or respond | | Pending LA | Waiting on the local authority | | Resolved | Case concluded | | Closed | No further action |
Understanding SLA indicators
Each ticket shows an SLA chip indicating how much time remains before a response deadline:
- Green (on track): days remaining shown, no action needed
- Orange (at risk): deadline approaching, prioritise this ticket
- Red (SLA breached): deadline has passed, respond immediately
SLA deadlines are set based on the ticket type and your stated response time. Keeping your queue clear of breached tickets is important for families and for your advocate profile standing.
Ticket types and priorities
Each ticket is categorised by type and priority.
Types: EHCP, DLA, Tribunal, Annual review, LA refusal, General
Priorities: Urgent, High, Normal, Low
Set priority based on the family's situation. A family with a tribunal hearing in four weeks is urgent. A general query about what documents to upload is normal. Priorities affect the order in which you should work through your queue.
The ticket detail page
Selecting a ticket opens the detail view. This contains:
Metadata: family name, child name, ticket type, priority, status, SLA deadline, and due date.
Checklist: a structured list of steps for this support request. Tick off items as you complete them. The checklist gives both you and the family a clear view of what has been done and what remains.
Notes: private notes visible only to you. Use these for your own case thinking, reminders, or observations you do not want to share with the family directly.
Conversation: the message thread with the family. This is where all communication for this ticket lives. When you reply here, the family receives a notification.
Resolving a ticket
When the case is concluded, select Resolve to mark the ticket as resolved. The family is notified that their support request has been marked as complete.
If a ticket is linked to an EHCP case, closing the case automatically resolves the linked ticket.
Tip
Before resolving, check the checklist is complete and that the family has received any final documents or advice they need. A brief closing message, "I'm marking this ticket as resolved. Please get in touch if anything comes up", is good practice.
What to do next
- 1
Review your open tickets
Go to Tickets and work through any new or at-risk items first.
- 2
Read about managing EHCP cases
For tickets linked to an EHCP case, the case workspace gives you additional tools for tracking flags and next actions.
Next in this section
Setting up your advocate profile
How to create and complete your advocate profile on SEN Evidence Vault, what to include, how to present yourself to families, and what makes a strong profile.
Related articles
What is an advocate
What SEND advocates do, the different types available through SEN Evidence Vault, and when working with an advocate can make a difference to your case.
Finding an advocate
How to search the SEN Evidence Vault advocate directory, what to look for in an advocate profile, and how to make initial contact.
Sending a support request
How to send a formal support request to an advocate through SEN Evidence Vault, what to include, and what happens next.
Open the app
Try this in SENVault
Find an advocate, grant vault access, and manage support requests.
Open SENVault