How do we use tickets when Harriet cannot fully resolve an issue?

Open a ticket for human follow-up, escalations, or anything that needs a tracked thread beyond a chat answer.

Tickets are for anything that should be owned, audited, or handed off—not only when Harriet fails.

When to open a ticket

The request needs judgment Harriet should not make (complex case law, grievances, medical accommodations).
You need documents or approvals attached to a thread.
The employee should have a single place to follow progress.

How it fits with chat

Employees can start in chat; HR or Harriet can suggest New ticket when the work will span days or multiple people.
Keep one issue per ticket so history stays clear (see also Working with tickets).

Example

An employee’s visa situation needs a specialist. Harriet summarises what it knows from policy docs, then the employee opens a ticket so your mobility team owns the case.

Guardrails

Do not put highly sensitive personal data in ticket subjects; use the body and internal notes per your policy.
Close or merge duplicate tickets so automations and reporting stay accurate.