Section 10 · Organisations

The support ticket system

How families contact your organisation through SEN Evidence Vault, how to manage and triage incoming requests, and how to use the full ticket management features including SLA tracking, saved replies, time logging, and case linking.

For Organisations

Updated 9 May 20265 min readReviewed by SENVault Team

After reading this article you can

Manage and triage the organisation's incoming ticket queue
Use tags, checklists, and templates to work tickets consistently
Track SLA performance and identify at-risk tickets
Link tickets to cases and log time against support work

Families can contact your organisation through SEN Evidence Vault using the support ticket system. Organisation requests go to your shared ticket queue and are triaged and assigned by your admin team.

How families submit requests

From the advocate directory, families selecting your organisation profile see a Request support button. Their message and situation details create a ticket in your organisation's inbox. You can also share a direct link to your organisation profile outside the platform, useful if you have your own website or social media.

The ticket queue

From your organisation admin panel, select Tickets to see all incoming support tickets. The queue is organised by status:

| Status | Meaning | |---|---| | New | Just received, awaiting triage | | In progress | Assigned and being worked | | Pending family | Waiting for information from the family | | Pending LA | Waiting on the local authority | | Resolved | Case concluded | | Closed | No further action |

Each ticket in the list shows a Case open badge when it has been linked to an active case, so you can see at a glance which tickets have progressed to a case.

Triaging a ticket

Review the request

Read the family's message and any case details they have provided.

Assign to a team member

Select a team member to own this ticket. When you assign a ticket, SENVault automatically creates a linked case in that advocate's case workspace, so the case and ticket stay connected from the start.

Set priority

Set the ticket priority: Urgent, High, Normal, or Low. Priority affects SLA deadlines and how the ticket appears in your queue.

Notify the family

When you assign, the family receives a notification telling them which advocate has been assigned and that they will be in touch. If you need more information before assigning, use the conversation to ask for it.

SLA tracking

Every ticket has an SLA deadline based on its type and your organisation's response standards. The ticket list shows an SLA chip for each open ticket:

On track: days remaining, no action needed
At risk: deadline approaching, prioritise immediately
Breached: deadline passed, respond now

The organisation analytics panel includes a SLA performance section showing how many active tickets are on track, at risk, or breached, along with your average resolution time for closed tickets. Review this weekly to catch systemic delays before they become complaints.

Ticket features

Checklist

Add a checklist to track specific steps for each ticket. Tick off items as they are completed. The checklist gives a clear view of progress without needing to read the full conversation thread.

Template picker

When creating a new ticket, you can select a ticket template. Templates pre-fill the checklist with the standard steps for that ticket type, saving time on common case types.

Saved replies

Create and reuse standard responses for common situations: initial acknowledgement, "we need more information", "we cannot take this case", case updates. Select a saved reply in the conversation and edit it before sending to keep communication fast without losing personal relevance.

Watchers

Add team members as watchers on a ticket. Watchers receive notifications when the ticket is updated but are not the assigned advocate. Useful for supervisors monitoring complex cases or for ensuring cover during staff absence.

Time logging

Log time against each ticket to track how long your team spends on each type of support work. Time logs are visible in the ticket detail and feed into your organisation's capacity reporting.

File attachments

Attach files directly to a ticket, letters, referral documents, or supporting materials that are specific to the ticket rather than the family's full Vault.

Bulk actions

From the ticket list, select multiple tickets to apply bulk actions: change status, change priority, assign to a team member. Useful for clearing a backlog or reassigning tickets when a team member is away.

Ticket linking

Link related tickets together, for example, two tickets from different family members about the same child, or a follow-up ticket to a resolved one. Linked tickets appear in each other's detail view.

Case workspace

When an assigned advocate is working on a linked case, the case workspace includes a Ticket tab showing the ticket conversation, checklist, and status. Closing a case in the case workspace automatically marks the linked ticket as resolved.

Tip

Set a realistic response time in your organisation profile and ensure incoming tickets are monitored daily. A brief initial acknowledgement within one working day stops families worrying they have been ignored, even if a full response takes longer.

What to do next

1
Review your organisation ticket queue
Open Tickets in your admin panel and triage any new tickets.
2
Check your SLA performance panel
Go to Analytics to see how many tickets are at risk or breached.
3
Set up saved replies
Create saved replies for your most common responses to save your team time on routine communication.

Next in this section

Organisation plans

The plan options available to advocacy organisations on SEN Evidence Vault, what each includes, and how to manage billing for your team.

Open the app

Try this in SENVault

Multi-advocate team management, shared cases, and family communications.

Open SENVault