Ticketing allows you to centralise and manage employee requests in one place. With One, employees can submit requests using natural language, while Ticketing teams can manage, understand, and resolve requests more efficiently.
Overview
Ticketing helps you organise, track, and resolve employee requests in a structured way. Employees can ask questions through One using natural language. One can either provide an instant answer based on company knowledge or create a ticket when further action is needed.
Requests are automatically categorised and assigned to the right team (HR, IT, Finance, Facilities, etc.), ensuring nothing gets lost and every request is handled efficiently.
Once a ticket is created, Ticketing teams can manage the request and communicate with the requester directly within the ticket.
When and why it should be used
Use Ticketing when:
- You want to centralise all employee requests in one place
- Requests are scattered across tools like email or chat
- You need visibility over request status and response times
- Teams handle recurring questions or high request volumes
- You want to improve response efficiency and accountability
Context gathered by One
When a ticket arrives, One can gather information related to the request across Factorial.
The information can include:
- The employee
- Their contract
- Their assigned device
- The policy that applies
- Other related information
The gathered records appear in the Context panel on the right side of the ticket. Each record can be opened to access it.
One also adds an internal note to the ticket with a summary of the information it found across Factorial.
One only shows information that the user is allowed to access. It does not show records that the user does not have permission to see.
Resolution proposals
One can create a Resolution proposal based on the context gathered from the ticket and on how similar tickets were resolved previously.
The user can review the proposal and:
- Select Run plan to execute every step of the proposal.
- Select Refine plan to adjust the proposed steps before running the plan.
One does not execute a resolution plan automatically. A user must approve the plan before it runs.
The actions that One can execute depend on the actions currently exposed by each Factorial product.
The Context and Resolution agents use One credits from the company's pool.
How to use
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Employee submits a request
- Employees ask a question through One using natural language
- One will:
- Provide an instant answer (if available), or
- Automatically create a ticket
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Automatic categorisation and assignment
- The system categorises the request
- It assigns the ticket to the appropriate team (e.g., HR, IT)
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Review the ticket context
When the ticket arrives, One gathers relevant information from Factorial.
You can review the information in the Context panel on the right side of the ticket. One also adds an internal note summarising the information it found.
The information shown depends on the user's permissions.
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Review and run the resolution plan
When One creates a Resolution proposal, review the proposed steps.
You can:- Select Refine plan to adjust the proposed steps.
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Select Run plan to execute every step of the proposal.
The plan only runs after a user approves it.
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Manage the ticket lifecycle
Teams can update the ticket status as it progresses:- Open
- In Progress
- Waiting
- Resolved
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Track and respond to tickets
- Access all tickets from the Ticketing dashboard
- Communicate with the requester directly within the ticket
- Keep all updates in one place for full visibility
If employees are not receiving answers instantly, ensure your knowledge base is complete and up to date so One can provide accurate responses.
If there are missing tickets or lost requests, confirm that employees are submitting requests through One and not external channels.
Tips and best practices
- Keep your knowledge base updated: The more accurate your company policies are, the more questions One can answer instantly without creating tickets
- Define clear responsibilities: Ensure each team knows which types of requests they handle
- Use status updates consistently: This improves visibility and avoids confusion for employees
- Monitor recurring requests: Identify patterns and improve documentation to reduce repetitive questions
FAQ
-
Do employees always create a ticket when asking a question?
No. If One finds a relevant answer in your company knowledge, it can respond instantly. A ticket is created when further action is needed.
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Can multiple teams use Ticketing?
Yes. Ticketing is designed for cross-functional use, including HR, IT, Finance, and Facilities.
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Does One execute resolution plans automatically?
No. A user must review and approve the Resolution proposal before selecting Run plan.
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Can I track how long it takes to resolve requests?
Yes. The insights dashboard provides visibility into resolution times and SLA performance.
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When should my team start using Ticketing?
Ticketing is already live and can be used immediately. If you need help with setup, contact support.
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What information can One gather for a ticket?
Depending on the request, One can gather information such as the employee, their contract, assigned device, applicable policy, and other related information.
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What actions can One execute when running a resolution plan?
The actions that One can execute depend on the actions currently exposed by each Factorial product.