How to Collaborate with Team Members on Tickets

Before you start

Collaboration is how you bring the right people to the table — to answer a customer's question or to make an important decision together. Before you dive in, confirm you're the right person to address the feedback, or identify who needs to be involved. From there, follow up as needed using the steps below.

Steps

1. Open the ticket and go to the Team section. At the top of the ticket, click Team, then select Add Team Members.

2. Search for and select your teammate. Type their name in the search field, then check the box next to their name.

3. Add an optional note, then save. Before saving, you can add a question or context for your teammate — for example, "Do you know if we have any tickets left for graduation?" Click Save when ready.

   Important

   Internal notes are only visible to your team — they are never sent to the customer.

   Once saved, the added teammate appears on the right-hand side of the ticket, and your note appears in the message thread marked as an internal note.

4. Continue the conversation with internal notes. Click Add internal note to keep discussing the ticket with your team. Use the @ symbol to mention a specific teammate and notify them directly. Type your question or update, then click Post. Repeat as needed until you have enough information to respond.

   Tip

   Use internal notes to document decisions and context — they create a useful record of how the issue was resolved.

5. Reassign the ticket if it belongs to another team. If you realize the ticket was sent to the wrong team, go to the Topic field in the upper bar and select the correct topic. This routes the ticket to the right group without losing any history.

   Tip

   Reassign before forwarding — if the right team is already in Onflo, routing through the Topic field keeps everything in one place.

6. Forward the ticket outside the system if needed. If you need to share the ticket with someone who doesn't have access to Onflo, click the three dots (⋯) in the upper-right corner of the ticket, then choose Forward. Enter the recipient's email address (or select an existing user), write your message, choose what to include, and click Send.

   Privacy

   Forwarding a ticket via email sends information outside of Onflo. Be mindful of what you include — ticket details may contain student or family data covered under FERPA.

7. Reply to the customer once collaboration is complete. When your team has everything it needs, click Reply to customer in the lower-right corner. Type your response, choose the appropriate status — In Progress, Pending Details, or Closed — then send the reply.

8. Close the ticket if the issue is resolved. Set the status to Closed and send your final reply to the customer. You're then ready to move on to your next ticket.

   Note

   When you close a ticket, the feedback form is automatically sent to the customer.