OverviewWho sees what in ClosureOpen a ticketTrack your ticketsApprove or reject the solutionWork the InboxManage tickets on the boardWork inside the ticketPut on hold and log follow-upsComplete with a solutionTriage tickets with AIConvert a ticket to ForgeLink inventory assetsCategories, fields, and SLATrack the support metricsShortcuts and quick searchTroubleshooting
TASKGuide

Open a ticket

Log a request in Closure so it enters the team's queue with a code, a category, and a history — instead of getting lost in a message.

Create the ticket

  1. 1

    Click `Novo ticket` (New ticket).

    The button sits at the top of Meus chamados (My tickets) — and the Novo chamado (New ticket) command in the quick search (Cmd+K) works on any Closure page. Technicians can also use the ＋ in the Pendente (Pending) column on the board.

  2. 2

    Choose the `Categoria` (Category).

    The category is required. It defines the Campos adicionais (additional fields) that appear on the form and the ticket's SLA. Fields marked as required block submission until you fill them in.

  3. 3

    Give it a title and describe the request.

    The description becomes the first message in the ticket's chat — include what happened, since when, and what you already tried.

  4. 4

    Attach evidence.

    Use the paperclip to attach files, or paste images straight into the form with Ctrl/Cmd + V. The files appear listed under Anexos (Attachments).

  5. 5

    Click `Criar ticket` (Create ticket).

    The button only enables once title, description, and category are filled in.

    result
    Toast "Ticket criado com sucesso" (Ticket created successfully). The ticket enters as Pendente with a TKT code and, in My tickets, opens right away for you to track.
The Novo ticket form with the category selector, the title and description fields, and the attachments area.
The new-ticket form.

What you don't set when opening

Priority, severity, assigned technician, and due date are set by technicians during triage. Every ticket starts with Normal priority.

The category controls fields and SLA

The additional fields and the SLA deadline come from the chosen category. If a field or a category is missing, ask a technician to adjust it in Categorias (Categories).

Open on someone else's behalf

Technicians and supervisors see the Solicitante (Requester) field on the form and can open the ticket on behalf of whoever asked — over the phone or at the desk, for example. The ticket stays linked to the chosen requester, who then tracks it in Meus chamados.

If the category allows asset linking, the Ativos afetados (Affected assets) section also appears on the form — link the affected devices to speed up the diagnosis.

Next

Track your ticketsCategories, fields, and SLALink inventory assets