---
type: concept
title: Ticket-based Support Communication
tags: [support, communication-workflow, urz]
related: [groupware, universitatsrechenzentrum-urz]
created: 2026-07-01
updated: 2026-07-01
sources: ["output/rz_uni_greifswald_de_dienste_webdienste_groupware_module_ticketsystem_ticket_ant.md"]
---

# Ticket-based Support Communication

Ticket-based support communication at the Universitätsrechenzentrum (URZ) is a structured process for managing technical requests and support interactions.

## Operational Workflow
The communication flow is characterized by a strict separation between **notification** and **interaction**:

- **Notifications (One-Way)**: The system automatically sends email updates to the user to inform them about the processing status or when a support agent has replied.
- **Interaction (Two-Way)**: Actual communication and replies must be performed exclusively within the [[groupware]] ticket system portal using the "Neue Nachricht" (New Message) function.

## Constraints
A critical constraint of this system is that **email replies are not supported**. Any attempt to respond to a support ticket by replying to the notification email will not result in a response being added to the ticket.

## Alternative Support
For urgent issues or those not suitable for the ticket system, the URZ provides a telephone hotline at extension **1420**.
