Grivet Grivet Operations Submit a ticket

Manager and employee directions

Operations Ticket System SOP

Use one ticket for one request so the owner, files, status, and updates stay together from submission through completion.

Submit or track a ticket Open manager portal Email this SOP
01

Public intake

Submit a ticket

  1. Open tickets.grivetoutdoors.com.
  2. Choose the request type, then select the required Location tied to the work.
  3. Enter your name and a required email address for the confirmation and updates. External email addresses are accepted.
  4. Choose whether email updates should include all changes, assignments, public notes, solved/closed changes, or a combination.
  5. Choose Normal or Urgent, add a specific title, and explain what happened, who is affected, timing, and anything already tried.
  6. Attach up to five screenshots, photos, or PDFs when they help explain the request.
  7. Select Send request, then keep the confirmation email and private tracking link.
Public ticket form showing request types and tracking panel
1 Start by choosing the request type.2 The tracking panel is for a ticket's private link.
Ticket detail fields, notification options, attachment field, and Send request button
3 Choose which ticket changes should send an email.4 Add a clear title and complete details.5 Add useful screenshots, photos, or PDFs.6 Send the request and save the confirmation.
02

Requester status

Track a ticket

Best method: confirmation email

  1. Open the email whose subject begins [Ops Ticket].
  2. Select the private tracking link.
  3. Review the status, public updates, and attachments.

From the Track a ticket panel, paste the full private link into Ticket number or private link and select Find. A ticket number by itself also works in the same browser where the request was submitted.

Update emails now include the exact public note or status change, plus the current status and assigned owner. The link remains useful for the complete requester-safe history. Internal notes never appear in the public view.

03

Grivet HQ

Track work in the manager portal

  1. Sign in to Grivet HQ and open Operations Tickets.
  2. Use New for unassigned requests, Triage for active assigned tickets, and My tickets for tickets assigned directly to you.
  3. Filter by location, owner, or requester, or search by ticket number or title.
  4. Select a ticket row to open ownership, status, notes, activity, and attachments.
04

Communication

Send an update to the requester

  1. Open the ticket and enter the note.
  2. Select Public update to requester.
  3. Select Add note.

Files submitted with a ticket are stored on the ticket and sent to Operations alert recipients in a follow-up email. Email includes up to 18 MB; larger files stay available in the ticket detail panel.

05

Shared language

Ticket statuses

Operations review
Waiting for Operations review and assignment.
In progress
The assigned person is actively working the request.
Requesting Information
More information is needed.
Awaiting Response
Work is paused while waiting for a reply.
Repair Scheduled
A repair date has been selected.
Resolved / Closed
The work is complete and retained in history.

Only the person assigned to the ticket can mark it Resolved or Closed.

06

Quick help

Troubleshooting

No confirmation email

Check Spam, confirm the required email address entered on the ticket, and search for a subject beginning [Ops Ticket]. The confirmation email is sent regardless of the later update choices.

Cannot track from another device

Open the complete private tracking link from the confirmation email. The ticket number alone is not enough.

Attachment did not upload

Confirm the file is an image or PDF under 10 MB, then retry from the ticket detail page.

Update was not emailed

Confirm the ticket's email choices include that type of update and that a note was marked Public update to requester.