Tickets: Day-to-day use

This guide explains how to use Tickets day-to-day in Lookout. Creating them, working through checklists, collaborating in the discussion, tracking time, snoozing, and completing them, along with what you need before starting and what to do if something isn't working.

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Before you start

To use Tickets, make sure:

• You have access to the community the Member or Helper belongs to. Tickets relating to a Member are only visible to staff with a role in that Member's community (unless you have full access across all communities).
• You have a role that covers the ticket's category. Access to certain tickets is tied to the category they sit in.
• To edit or make changes to a ticket (not just view it), you need full access in the relevant community. Staff with restricted access can view but not change tickets.

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Why Tickets matter

Tickets improve collaboration, accountability, and transparency across your team. They provide a clear record of actions, decisions, and communications - making it easy to track progress and demonstrate compliance. And because team members can be mentioned, comment, upload evidence, and share updates in real time, everyone stays informed. 

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Navigating Tickets

• From the main navigation menu, select Tickets.

This opens your Tickets Inbox - a single view of all your tasks and priorities.

 

The ticket inbox

The ticket inbox is your central hub and has multiple features to help you streamline your workflows and stay productive.

• Search bar - search for any ticket by its title.
• Assigned to - switch between tickets assigned just to you and everyone's tickets.
• Status - filter by Open, Snoozed, Completed, or Archived. The status of each ticket is clearly shown in the inbox, with visuals that make them easy to spot at a glance.

• Category - view all categories or focus on one; the number beside each shows how many tickets it contains.

• Totals - at a glance you'll see all tickets, plus quick counts for:
  • Due Soon - due within the next seven days
  • Overdue - past their due date
  • High Priority - the starred tickets
  • Stale - no activity for two or more weeks
• Sort - order tickets by newest, oldest, due date, priority, or recent activity.
• Filters - narrow down by who created the ticket, who it's regarding (a Member or Helper), tags, or communities. You can also filter by completed date or a date range to find tickets completed in a particular period. Select Apply when done.

Each ticket in the list shows its priority star, title, tags, who it's regarding and their communities, when it was created, any due date (marked overdue if the date has passed), its status and progress, comments, recent activity, and who it's assigned to. Hovering over the assignees shows the full list.

 

Acting on several tickets at once

From the inbox, you can update multiple tickets in one go:

1. Select the tickets you want to update.
2. Choose to bulk assign them to someone - the person you assign is notified - or bulk unassign them (handy when, for example, someone goes on leave).
3. A green banner will appear to confirm the action.

 

Opening a ticket

Select the ticket title to open it. Inside, you'll see:

• Header details - who opened it and when, its priority, due date, assignees, and the tag and category it belongs to. Select Edit to change these, then Save.

• Description - the details of the task.

• Checklist - your to-do items. Ticking items updates the completion percentage so you can see what's left.

• Ticket Discussion - where your team collaborates and documents progress.

• Regarding panel - shows who the ticket is about; select View Membership to jump to that person's dashboard. You can collapse this panel with the arrow for more screen space.

 

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Step-by-step instructions

Create a new ticket

1. From the inbox, click New Ticket.

2. Pick the category - what the ticket is for.

3. Choose a Member or Helper. Start typing to search, select the right person, then click Save.

4. The template fills in the title and assignees automatically. You can add to the title, change or add assignees, switch on high priority, and set a due date. For more information on ticket templates, please read our Tickets - Building blocks article.

5. Add a description and any tags.

6. Click Save.

7. A green banner should display to confirm that your new ticket was created successfully.
8. You'll also see all the header details you entered and any tags shown as coloured banners.

 

Work through the ticket

1. Tick off each item on the checklist as you complete it - the progress bar updates to show what's left.
2. Use the Ticket Discussion to collaborate:

• Add comments and progress notes, then click Add to Ticket.

• Sort the discussion by newest or oldest to suit how you like to read it, and use the jump to the top button to get back up quickly on long tickets.

  • If you sort the discussion newest comments first, the add a comment box will also relocate to the top of the discussion section.

• Paste screenshots, photos, emails and attachments as evidence.

• Add links by highlighting text and selecting the link icon.

• Attach files using the paperclip icon.

• Mention a colleague with the @ symbol to notify them and give them access.

 

Ticket Actions

At the top of the ticket, you can:

• Share to Notebook - save the ticket as a note in the Member's or Helper's notebook. Choose its category, tags, whether to pin it, and set visibility to Internal (staff only) or Shared (visible to the Member, loved ones, and current Helpers). Select View Note to see it.

• Track Time - record time spent for care management minutes. Enter the date, time, and a description, then track it. You can add more time or edit tracked time later.

• Snooze - set the ticket aside until a chosen date. Pick the date and click Save; you'll be notified before it wakes up. Unsnooze at any time.

 

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Snoozing a ticket

As you know, snoozing temporarily hides a ticket until a date you choose. When that date arrives (at the start of the day in your time zone), the ticket reappears, and you're notified. There are now two kinds of snooze:

1. Personal snooze: Hides the ticket from your list only. Everyone else it's assigned to still sees it as normal.
2. Global snooze: hides the ticket from everyone, across your whole team.

 

Setting a snooze

• Open the ticket and select Snooze from the ticket’s actions section.
• Choose who the snooze should apply to:
  • Just me: Only you will stop seeing the ticket.
  • Everyone: Nobody sees the ticket until it wakes, including anyone assigned later.
• Select a date you wish to snooze the ticket until.
• Click the Snooze button to apply.

A green banner will confirm your actions, and you will see a snooze badge within the ticket actions section.

 

Adding another snooze

Because personal and global snoozes are managed separately, you can set one and then add the other later. For example, if you've already set a personal snooze, you can go back in and add a global snooze on top (or the other way around). Each one is set and cleared independently, so you're never limited to just one, and a ticket will be snoozed by whichever is longer – the global or personal snooze.

Removing a snooze

To wake a ticket early, select the cross (✕) next to the snooze in the ticket actions section, then confirm. If both a personal and a global snooze are set, you can remove one or both - clearing one leaves the other in place until it's removed or reaches its wake date.

 

Snoozing in the discussion

When someone applies or removes a global snooze, it's recorded in the ticket discussion - showing who did it and when. This gives the whole team visibility of why a ticket disappeared from everyone's lists, and when it was brought back.

Personal snoozes only affect your own view, so they aren't posted to the discussion.

Seeing snoozed tickets in the inbox

In the ticket inbox, a ticket's status clearly shows when it's snoozed, with visuals that make it easy to spot at a glance. You can also filter the inbox by snoozed status to focus on tickets that are currently set aside.

Seeing who has snoozed a ticket

An icon next to a person's name shows when they have a personal snooze on a ticket. This makes it easy to see who has set one - helpful when you're wondering why a colleague isn't seeing a ticket in their list.

 

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Step-by-step instructions: continued

Complete a ticket

Once the checklist is done and everything's documented, mark the ticket complete and confirm. Best practice is to leave a comment explaining why it's being closed so others understand the actions taken. You can still add to the discussion after completing.

After completing a ticket:

• Its status changes to Completed, showing who completed it and when.
• Any snooze on the ticket is cleared.
• You can still add to the discussion after completing.
• Notifications are sent to relevant staff about the status change.

 

Reopen a ticket

A completed ticket can be reopened at any time; the discussion records that it was reopened.

1. From your Ticket Inbox, set the Status filter to Completed.
2. Find the ticket you want to reopen. Use the search bar to look it up by title if needed.
3. Click the ticket name.
4. At the top of the ticket, click the Reopen Ticket button.
5. Confirm your action when prompted.

You should now see:

• The ticket's status change back to Open (active).
• A note in the Ticket Discussion showing that it was reopened.
• The checklist and details available to work on again.

 

Archive a ticket

If a ticket is no longer needed, archive it. Archived tickets aren't permanently deleted and can be restored at any time.

1. From your Ticket Inbox, find the ticket. Use the search bar to look it up by title if needed.
2. Click the title to open it.
3. At the top of the ticket, click Delete button (this archives it).
4. Confirm your action when prompted.

You should now see:

• The ticket is removed from your active lists.
• The ticket now appears when you set the Status filter to Archived.

 

Restoring an archived ticket

If you need a ticket back:

1. In your Ticket Inbox, set the Status filter to Archived.
2. Open the ticket you want to restore.
3. Click the Undelete button and confirm your action.
4. The ticket is now restored and active again.

 

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Tickets on a Member or Helper profile

The Tickets tab on a Member's or Helper's profile now includes:

• Filters within the tab, so you can narrow down to just that person's relevant tickets.
• An expand button to view their tickets full screen when you need more room to work.

 

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Reassigning tickets when removing a Helper

When you remove a Helper who still has open tickets, Lookout flags this and asks who you'd like to reassign those tickets to - so nothing is left unassigned or forgotten when someone leaves or moves on.

To learn more about offboarding a Helper, please review our dedicated article.

 

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What different users / Staff will see

For staff with full access in the community:

• Can view, create, edit, complete, reopen, and archive tickets for that community.
• Can be assigned, mentioned, and collaborate in the discussion.
• Can view tickets in their community but cannot make changes to them.
• Cannot see the ticket or its discussion. Tickets are an internal, staff-only tool.
• The only exception is a notebook note that has been deliberately set to Shared - this appears in the Member's record and app.

 

For staff with restricted access

• Can view tickets in their community, but cannot make changes to them.

 

For Members and Helpers

• Cannot see the ticket or its discussion. Tickets are an internal, staff-only tool.
• The only exception is a notebook note that has been deliberately set to Shared - this appears in the Member's record and app.

 

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Notifications

Tickets keep you informed automatically. You'll be alerted when:

• A ticket is assigned to you
• You're mentioned in a discussion
• A comment is added
• A ticket's status changes or it's updated
• A snoozed ticket wakes up

You can choose to receive these in the app, by email, or both. For more information on notifications and how to manage their settings, please read our dedicated article.

 

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Troubleshooting

I can't see a ticket I expect to see

• Check you have a role in the community the Member or Helper belongs to.

• Confirm your role covers the ticket's category.

• Make sure your status filter isn't hiding it (for example, it may be Snoozed or Completed).

• Try logging out and back in.

 

A ticket disappeared for the whole team

It may have a global snooze applied. Check the ticket discussion to see who applied it and when - a global snooze hides the ticket from everyone until its wake date, or until someone clears it with the cross (✕).

 

I snoozed a ticket but a colleague can still see it

A personal snooze only hides the ticket from your own list. To set it aside for everyone, use a global snooze instead.

 

I can view a ticket but can't edit it

Editing requires full access in that community. If you have restricted access, you'll be able to view but not change it. Ask an administrator to review your access level.

 

I can't create a ticket

A ticket must be opened against a Member or Helper - make sure you've selected a person. Confirm you have access to that person's community.

 

I can't edit or delete a comment

You can only edit or delete your own comments, not those written by others.

 

I completed the steps but nothing changed

• Ensure you clicked Save (or Mark as Complete / Add to Ticket).
• Check for any validation errors on the form.
• Contact support if the issue persists.

 

I archived a ticket by mistake

Nothing is lost. Set the Status filter to Archived, open the ticket, and click Undelete to restore it.