Tickets: Glossary of Terms

A quick reference for the words you'll come across when working with Tickets on Lookout.

Ticket

A task-based tool used to track work, share information, and collaborate with your team. A ticket can represent anything that needs follow-up, a conversation, or a reminder. For example, following up with a client, completing onboarding, or handling a purchase order. Every ticket keeps a full record of the actions taken, decisions made, and communications shared.

Ticket Inbox

Your central hub for Tickets. It shows all your tasks and priorities in one place and lets you search, filter, sort, and prioritise the tickets assigned to you and your team.

Tag

A flexible, colour-coded label you can add to a ticket to highlight a key theme, such as "enquiry," "in progress," or "urgent." Tags can be filtered and searched on to help you spot patterns and find related tickets quickly.

Template

A reusable starting point for a ticket. A template provides step-by-step guidance for a common task, with a preset title, assignees, tags, and a checklist of steps to follow. Templates help embed your policies and procedures so tasks are done the same way every time.

Checklist (To-dos)

The list of steps to complete within a ticket, set up in the template. As each step is ticked off, a progress bar shows how much of the ticket is done and how much is left.

Assignee

The staff member (or members) responsible for a ticket. Assignees can be set automatically based on community roles, or added and changed manually.

Subject (Regarding)

The person a ticket relates to. Every ticket must be opened against either a Member or a Helper.

Priority

A star marker you can switch on to flag a ticket as high priority, which lifts it higher in the ticket list.

Due Date

An optional date by which a ticket should be completed. Once the date has passed, the ticket is marked as overdue.

Status

Where a ticket sits in its lifecycle: Open, Snoozed, Completed, or Archived.

Snooze

Temporarily setting a ticket aside until a future date when it will become active again. Useful when you know a ticket won't need attention for a while. You're notified before it wakes up.

Stale

A ticket that has had no activity for two or more weeks.

Due Soon

Any ticket due within the next seven days.

Ticket Discussion

The comment area inside a ticket where your team can capture progress notes, upload screenshots, photos, emails and attachments, add links, and mention colleagues. It builds a full history for continuity and handover. Members and Helpers cannot see this discussion.

Mention

Tagging a colleague in the discussion using the "@" symbol so they're notified and can view the ticket — no external email needed.

Add-on

Extra built-in functionality attached to a ticket for a specific, more complex task. An add-on connects the ticket to another part of the system (for example, showing vacant visits for a client). Add-ons are set up on templates.

Community Role

A label given to each staff member within a community - such as care management, workforce, or clinical - that determines what they do there. Community roles act as routing labels: they help automatically direct new tickets to the right people.

Notebook Share

An action that copies a ticket into a Member's or Helper's notebook as a note, so important information is captured in their record. Notes can be internal (staff only) or shared with the Member and their loved ones.

Time Tracking

Recording the time spent on a ticket, used for care management minutes.