Cross-Branch Tickets in Pulse

Cross-branch tickets let any location send a support request, escalation, or task directly to another branch or to HQ — without leaving Pulse and without needing a shared inbox. The ticket lands in the receiving org's normal workflow and the sender can track its progress from their own view.

When to use cross-branch tickets

• A branch needs to escalate a complex client issue to HQ for resolution.
• HQ needs to assign a task to a specific branch for local follow-up.
• One branch needs to request something from a sibling branch (for example, information about a shared supplier or a cross-location project query).

Sending a cross-branch ticket

When creating a ticket, a new field appears: Send to another location. Choose the target organisation from the list — this includes HQ (if you are in a branch) or any sibling branch (another branch under the same HQ).

Optionally choose a request type — a specific intake route published by the receiving organisation. If the receiving branch has set up named intake routes (for example, "IT Support" or "Finance Queries"), you can direct the ticket to the right board from the start. If you leave this unset, the ticket lands on the receiving org's default intake.

What happens at the receiving end

The ticket appears on the receiving organisation's designated intake board and column, following this logic:

1. The intake route you selected (if any)
2. The receiving org's default intake route
3. The first column of any available intake board
4. An auto-provisioned intake board (created if none exists)

Once it lands, the receiving org's team manages it exactly like any other ticket. Their automation rules apply. Board managers or admins receive a notification when a cross-branch ticket arrives.

Tracking outgoing tickets

Tickets you have sent to other locations appear in the Outgoing Tickets view on your side. You can see the current status as the receiving org works through their workflow. You can also add comments to the ticket from your side — though internal/team notes created by the receiving org remain private to them.

What cross-branch tickets are not

Cross-branch tickets are not a shared board where both locations work on the same ticket simultaneously. The ticket belongs to the receiving location once it arrives. The sender tracks progress remotely via the outgoing view but does not have editing access to the ticket on the receiver's side.