Support Tickets — Internal Help Desk for Drivers & Staff

👥 Users

Who Uses Support Tickets

Both drivers and office staff use the ticketing system to report issues, request changes, and track resolution. Every ticket creates a permanent, searchable record.

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Driver Use Cases

Drivers encounter operational issues every day on the road. Without a ticketing system, these issues get reported via text messages that are easily lost, forgotten, or misrouted. With VAU0 Support Tickets, drivers submit structured reports directly from their phone that are automatically categorized and routed to the right team.

ELD not connecting to the engine — submit a ticket with a screenshot of the error code, truck number, and current location so the operations team can troubleshoot remotely or dispatch roadside assistance
Load information incorrect — submit a correction request with the load number, what is wrong (wrong pickup address, wrong delivery time, wrong commodity), and what the correct information should be
Document upload failing — submit a ticket with the document type (BOL, lumper receipt, scale ticket), the error message displayed, and the device being used so the tech team can investigate
Pay discrepancy — submit a ticket with the specific load numbers, expected pay versus actual pay, and any supporting documentation so the accounting team can review and correct
Equipment issue — submit a ticket with photos of the problem (tire damage, trailer door malfunction, coolant leak), truck or trailer number, and severity level so maintenance can schedule a repair or route to the nearest shop
Accident or incident report — submit an immediate ticket with location, time, description of what happened, photos of the scene, and whether any injuries occurred so safety and compliance can begin their response protocol
Request time off or schedule change — submit a ticket with requested dates and reason so dispatch can plan coverage and adjust load assignments accordingly

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Staff Use Cases

Office staff, dispatchers, safety managers, and administrators use the ticketing system to report internal issues, track processes, and maintain a paper trail for compliance. Every action taken on a ticket is logged with timestamps and user attribution.

Report a platform bug with detailed reproduction steps — what page, what action, what happened versus what was expected, browser and device info so the development team can reproduce and fix the issue
Request user account changes — new user creation, permission updates, password resets, account deactivation for terminated employees, all tracked with approval workflows
Log compliance issues — expired medical certificates, overdue drug test results, hours-of-service violations, missing inspection reports, all routed to the safety department with SLA timers
Document incident reports — customer complaints, cargo damage claims, late delivery explanations, all with attached evidence and linked to the relevant load, driver, and carrier records
Track pending carrier onboarding steps — insurance certificate verification, authority check, safety score review, W-9 collection, each step tracked as a sub-task within the onboarding ticket
IT infrastructure requests — new computer setup, software license requests, VPN access, printer issues, network problems, all routed to the IT team with priority based on business impact
Process improvement suggestions — staff can submit ideas for workflow improvements, feature requests, or operational changes that get reviewed by management during weekly ticket reviews

Everything in one place. Whether a driver is reporting a broken mirror from a truck stop in Kansas or an office manager is logging a compliance gap, every issue goes into the same system with the same tracking, the same SLAs, and the same resolution workflow. Nothing gets lost in a text thread.

⚙ Workflow

Ticket Workflow

Every ticket follows a structured lifecycle from submission to resolution. Each step is tracked, timed, and documented automatically.

Ticket Submitted

The submitter selects a category (ELD, dispatch, pay, compliance, equipment, platform, general), sets a priority level (critical, high, medium, low), writes a description of the issue, and optionally attaches files like screenshots, photos, or documents. The system automatically captures the submitter’s name, role, associated truck or trailer number, current location (for drivers), and the exact timestamp. A unique ticket ID is generated and the submitter receives an immediate confirmation with their ticket number for reference. The form is designed to be fast — a driver sitting in a truck stop parking lot can submit a ticket in under 90 seconds.

Auto-Assigned

Based on the ticket category, the system automatically routes the ticket to the appropriate team. ELD issues go to the operations team. Pay discrepancies go to accounting. Platform bugs go to the tech team. Compliance issues go to the safety department. Equipment problems go to maintenance. You configure these routing rules once during setup and the system handles assignment automatically from then on. If a team has multiple members, the ticket is assigned round-robin to balance workload, or you can set a primary assignee per category. Manual reassignment is always available if the initial routing needs to be overridden by a manager.

Assignee Notified

The assigned team member receives an email notification and a portal notification with the ticket details, priority level, and SLA deadline. For critical tickets, the notification is also sent as an urgent push alert. The SLA timer starts the moment the ticket is created — not when the assignee opens it. This ensures accountability even when staff is busy with other tasks. The notification includes a direct link to the ticket so the assignee can immediately view the details, add notes, or change the status without searching through a queue. Managers receive a separate notification for all critical and high-priority tickets so they maintain visibility.

Work in Progress

The assignee changes the ticket status to “In Progress” and begins working on the issue. They can add internal notes visible only to staff, request additional information from the submitter (which sends the submitter a notification to reply), attach files or screenshots showing their progress, and update the estimated resolution time. If the assignee needs to escalate the ticket to a senior team member or a different department, they can reassign it with a note explaining why. Every status change, note, and file attachment is logged in the ticket’s activity timeline with timestamps and user attribution. If the SLA response deadline passes without an update, the system automatically escalates the ticket to the team manager.

Resolved & Closed

The assignee documents the resolution — what was done, what the root cause was, and any follow-up actions needed. The submitter receives a notification that their ticket has been resolved, along with the resolution summary. If the submitter is not satisfied with the resolution, they can reopen the ticket with a comment explaining why, which resets the SLA timer and sends a new notification to the assignee. Closed tickets remain searchable forever, creating an institutional knowledge base. When a similar issue comes up in the future, staff can search past tickets to find how it was resolved before, reducing resolution time and maintaining consistency in how issues are handled across the organization.

Full audit trail. Every ticket maintains a complete history of every action taken — who created it, who was assigned, every status change, every note, every file uploaded, and the final resolution. This audit trail is invaluable for compliance reviews, dispute resolution, and identifying recurring operational issues.

⏰ Response Times

Ticket Categories & SLAs

Each ticket category has pre-configured response and resolution time targets. SLAs ensure critical issues get immediate attention while lower-priority items are still tracked.

Issue Type	Priority	Response SLA	Resolution SLA
ELD malfunction (truck stopped)	Critical	15 minutes	2 hours
Dispatch emergency	Critical	15 minutes	1 hour
Platform error	High	1 hour	4 hours
Document issue	Medium	4 hours	24 hours
Pay inquiry	Medium	4 hours	48 hours
General question	Low	24 hours	72 hours

SLA Escalation Rules

When a ticket’s response or resolution SLA is about to expire, the system sends automatic warnings. At 75% of the SLA window, the assignee gets a reminder. At 100% (SLA breached), the ticket is automatically escalated to the team manager with a red flag. Managers can see all SLA-breached tickets in a dedicated view so they can intervene immediately. Repeated SLA breaches by the same assignee or for the same category trigger a summary report sent to the department head, helping identify whether the issue is staffing, training, or process-related. You can customize all SLA thresholds and escalation chains to match your organization’s structure and response capabilities.

Custom Categories

The default categories cover the most common trucking operations issues, but you can add custom categories for your specific needs. If your company has a fuel card program, create a “Fuel Card” category that routes to your fuel department. If you manage owner-operators, create an “Owner-Operator Settlements” category that routes to your settlements team. Each custom category gets its own SLA configuration, routing rules, and reporting metrics. There is no limit to the number of categories you can create. Categories can also be nested — for example, “Equipment → Tires” or “Equipment → Brakes” — for more granular routing and reporting.

SLAs are not just targets — they are enforced. The system tracks every second from ticket creation to first response and from first response to resolution. Monthly SLA compliance reports show you exactly how your teams are performing and where bottlenecks exist. This data-driven approach replaces the guesswork of “I think we usually respond pretty quickly” with actual numbers you can manage against.

Priority Level Definitions

Critical Priority

The operation is stopped or severely impacted. A truck cannot move because the ELD is not functioning. A driver is stranded and needs immediate dispatch assistance. A critical platform function is down and multiple users are affected. A safety incident has occurred. Critical tickets trigger immediate notifications to all team leads and require acknowledgment within 15 minutes. If no one acknowledges within the SLA window, the ticket escalates to the operations director automatically.

High Priority

The operation is impacted but not stopped. A platform feature is broken but a workaround exists. A driver has an urgent question that affects their current load. A compliance deadline is approaching and documents are missing. High priority tickets get email and push notifications and appear highlighted in the assignee’s queue. They require a response within one hour during business hours.

Medium Priority

The operation continues normally but something needs attention. A document needs correction. A pay inquiry needs investigation. An onboarding step is pending. These tickets represent the bulk of daily operational items that keep the business running smoothly when addressed within their SLA windows. They require a response within 4 hours during business hours.

Low Priority

General questions, feature requests, process improvement suggestions, and non-urgent administrative tasks. These items are important for long-term operational improvement but do not require immediate action. They have a 24-hour response SLA and a 72-hour resolution SLA. Low priority tickets are reviewed during scheduled team meetings and weekly operational reviews.

📈 Analytics

Analytics & Reporting

Track ticket volume, resolution speed, team performance, and operational trends. Turn support data into actionable insights for your operation.

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Volume by Category

See how many tickets are created in each category over any time period — daily, weekly, monthly, or custom date range. Identify which categories generate the most tickets so you can prioritize improvements. If ELD issues spike every Monday morning, that might indicate a firmware update schedule conflict. If pay inquiries peak on the 15th and 30th, that aligns with settlement cycles and might suggest your pay statements need more clarity. Volume trends also help with staffing decisions — if compliance tickets triple during audit season, you know to allocate more resources to the safety team during those periods.

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Resolution Time by Assignee

Track how quickly each team member resolves their assigned tickets. See average resolution time, fastest resolution, slowest resolution, and resolution time trends over weeks and months. This data helps identify top performers who can mentor others, team members who might need additional training, and systemic bottlenecks that slow everyone down. Resolution time metrics are broken down by priority level so you can ensure critical issues are being addressed faster than low-priority items. Managers can use this data in performance reviews and workload balancing decisions.

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SLA Compliance Rate

Monitor what percentage of tickets are resolved within their SLA targets. View compliance rates by category, by team, by individual assignee, and by priority level. The dashboard shows both response SLA compliance (did someone acknowledge the ticket in time?) and resolution SLA compliance (was the issue fully resolved in time?). Historical trend lines show whether your SLA compliance is improving or declining over time. A target of 95% SLA compliance is typical for well-run operations — the dashboard makes it immediately clear when you are above or below that target.

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Ticket Backlog Trend

Track the number of open tickets over time. A healthy operation shows a relatively flat backlog trend — tickets come in and get resolved at roughly the same rate. A growing backlog indicates that your team is falling behind, either due to increased ticket volume or decreased resolution capacity. The backlog trend chart breaks down open tickets by age (less than 24 hours, 1–3 days, 3–7 days, 7+ days) so you can see whether the backlog is mostly fresh tickets or aging ones that have been neglected. Weekly backlog reviews with your team leads keep everyone accountable.

Automated Reports

The system generates and delivers reports automatically so you never have to manually pull data. Configure which reports go to which team members and how often.

📅 Daily Digest

Sent every morning to team leads. Shows tickets created yesterday, tickets resolved yesterday, current open backlog, and any SLA breaches from the previous day.

New tickets created (count and categories)
Tickets resolved (count and average time)
Current open backlog
SLA breaches (if any)
Critical tickets still open

📆 Weekly Summary

Sent every Monday to managers. Covers the full week with comparative data showing trends versus previous weeks.

Total volume vs. previous week
Average resolution time vs. previous week
SLA compliance percentage
Top 3 categories by volume
Team member performance rankings

📊 Monthly Review

Sent on the first of each month to executives. Comprehensive operational health report with trend analysis and recommendations.

Monthly ticket volume trend (12 months)
Resolution time trend by category
SLA compliance trend
Recurring issue identification
Staffing adequacy analysis

Data drives improvement. Without ticketing analytics, operational problems are invisible until they become crises. With structured data on ticket volume, resolution speed, and recurring issues, you can identify problems early, allocate resources proactively, and measure the impact of process improvements over time. The companies that track this data consistently outperform those that rely on gut feel and anecdotal evidence.

🎫 Support Tickets