# Eliona as a ticketing platform

## Introduction

Eliona has an integrated ticketing system that can be used both independently and integrated into existing projects. In this Academy, you will learn how to use Eliona as a standalone ticketing platform to efficiently manage service requests. The need for a central ticketing system arose from the shift to digital services at LEICOM AG in 2024, replacing traditional communication channels such as email and telephone with a central platform. Of course, Eliona's ticketing can also be used in an existing project, but the focus of this guide is the standalone ticketing system without connection to building management systems or similar.

## Use Cases

Eliona can be used in various scenarios, either independently, as with LEICOM AG, or as a separate project within an existing Eliona instance. Typical use cases include deployment in an internal service desk or for customer support. In this course, you will learn how Eliona can be flexibly adapted to different requirements in order to effectively manage both internal and external service requests.

## General Structure

Eliona's ticketing system is designed to make access to and management of service requests simple and clear. Customers access the system via a website and log in with an individual login. After logging in, they receive an overview of their open tickets and can submit new requests. The customers' service objects are managed in the «Assets», where they can view detailed information about their service objects.

As soon as a new ticket is created, it goes directly to the service team, which processes the requests and forwards them to the responsible employees. The customer can track the progress of their ticket at any time and communicate directly with the service team via a comment function. After processing, the ticket is marked as completed and removed from the list of open tickets.

The following chapters describe the specific views and functions for administrators, service staff, and customers in detail.