Cross-Branch Ticket Routing — Sending Work Requests Between Branches

If your Pulse organisation is part of a branch group — where one master organisation oversees multiple branches — tickets can be routed across those branch boundaries. A resort branch can submit a design request directly to the HQ marketing board, track it from their Outgoing Tickets view, and get notified when it moves to Done — without ever logging into the HQ account.

Who can send cross-branch tickets

Cross-branch ticket creation is available to any team member with the tickets.create capability in an organisation that has an active branch relationship. Your Pulse admin sets up branch relationships — if the "Send to" picker doesn't appear when creating a ticket, ask your admin whether the branch connection is configured.

Creating a cross-branch ticket

When you open New ticket, a Send to section appears if your organisation has eligible branch targets. It lists the boards in connected organisations that are configured to accept inbound work.

Select the target board (for example, "HQ — Marketing Requests"), fill in the ticket details as normal, and click Create. The ticket is created in the receiving organisation's board — not your own.

A branch badge appears on the ticket card in the receiving board, identifying which branch sent the request. This lets the receiving team triage by source when multiple branches send work.

Tracking your outgoing tickets

Once you've sent a cross-branch ticket, it appears in your Outgoing Tickets view (the "Sent to HQ" tab, or similar, in the Tickets navigation). This view shows every ticket you or your branch has sent to another organisation, along with the current column it's in.

Outgoing tickets respect the receiving board's column visibility settings. If the receiving board marks its Archive column as hidden for requesters, you'll see the last visible column name instead of Archive — this is intentional.

Notifications across branches

Cross-branch notifications are deliberately selective. You're notified by email when:

• The ticket moves into a semantic milestone — an approval-type column, a done-type column, or is rejected

You're not notified by email for every single column move. This is intentional — if a team has five active columns and moves tickets through them several times a day, email-on-every-move would create inbox noise. In-app notifications are used for intermediate moves if you're actively logged in.

What the receiving team sees

The receiving team sees the ticket as a normal ticket on their board, but with the branch badge identifying where it came from. They can assign it to their own team members, add comments (which the sender can read), and move it through columns.

Comments in a cross-branch ticket are visible to both sides. If you write a comment as the sender, the receiving team can read it, and vice versa. This is the primary communication channel for cross-branch work.

What can't be done cross-branch

For security, cross-branch senders can't:

• See which team members are in the receiving organisation
• See archive-column tickets in the receiving board
• Move tickets in the receiving board (only the receiving team can do that)
• Assign tickets in the receiving board

Pulse validates the branch relationship server-side on every ticket creation. Attempts to create tickets targeting unrelated organisations are rejected and logged.