Providers handle their customers’ tickets themselves. A ticket reaches the operator’s Tickets in two ways: a provider uses Escalate to kurnl (the ticket moves into kurnl::Support), or kurnl raises its own ticket, for example for a location or an outage.
kurnl never writes to a provider’s customer. The operator adds internal notes only; the provider answers the customer. How providers see an escalation is in Subscribers.

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Work a ticket

1

Open the ticket

Open Tickets in the operator sidebar and pick a ticket. Escalations carry the provider’s note and the history so far.
2

Take it

Use Claim to make the ticket yours, or assign it to another kurnl colleague. On a ticket in a kurnl group the picker lists kurnl colleagues; on a ticket in a provider group it lists that provider’s staff.
3

Add internal notes

The composer writes internal notes only. The notes you write while the ticket is with kurnl stay hidden from the provider and the customer, also after you hand it back; only the note you write when you hand it back is shown to the provider. Files the provider needs go on that note, not on an internal one.

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Hand back to the provider

When kurnl has solved the ticket, use Hand back to provider: choose the provider’s group, and write a note. The note is required — it is where you tell the provider what to tell the customer. Attach files the provider needs — a photo, a trace, a report — up to three, 10 MB each; the provider’s agents download them from the ticket. The ticket returns to the provider’s group with no owner, and the provider’s agents of that group get an e-mail with the note and the number of files.
The provider can also Withdraw an escalation at any time, with a note, even after a kurnl colleague has started on it.