---
type: source
title: URZ Ticketsystem: Ticket Beantworten
tags: [support, ticketsystem, groupware, communication]
related: [ticketsystem, groupware, universitatsrechenzentrum-urz, ticket-based-support-communication]
created: 2026-07-01
updated: 2026-07-01
sources: ["output/rz_uni_greifswald_de_dienste_webdienste_groupware_module_ticketsystem_ticket_ant.md"]
---

# URZ Ticketsystem: Ticket Beantworten / Replying to Tickets

This source provides operational and official instructions from the Universitätsrechenzentrum (URZ) on how to interact and communicate with support staff after a ticket has been created in the Groupware ticket system.

## Key Instructions

### Responding to Tickets
- Users must use the "Neue Nachricht" (New Message) function within the ticket system (referred to as the ticket system interface in one version and the ticket system portal in another) to reply to support staff.

### Email Limitations
- The system sends email notifications regarding the status and responses/replies of a ticket.
- Users **cannot** reply to these emails/notifications to update the ticket.
- All communication must happen within the ticket system interface/portal.

## Support Channels for Campus-IT
The URZ provides two primary methods for reporting and resolving Campus-IT problems:

1. **Ticketsystem**: Integrated as a module hosted within the [[groupware]] platform.
2. **Hotline**: Synchronous support available via telephone at extension **1420**.