Handover Guide — Company (Registered IT Firm)

File complaints & guidance requests with the Government of Sindh, follow everything in one place with an official reference number.

• Only your own company tickets and applications
• Full conversation timeline (client + staff replies + system events)
• Uploaded evidence as thumbnails; PDFs open inline
• Public pages: tracker, Redressal Index, programs, notices, KB, roadmap

What you cannot do

• See other companies' tickets (403 by design)
• See staff-only / internal notes on your tickets
• Use /intake, /escalations, /verification or /admin

1. Register once (/register) — company activates immediately in auto mode; keep NTN + CNIC formats ready (XXXXX-XXXXXXX-X).
2. File a ticket: pick Complaint or Guidance, category routes it to the right department, priority scales the response clock (Urgent halves it).
3. The Nigraan chat (purple button, bottom-right of every page) answers anything about the desk anytime — your ticket counts, SLA rules, how to escalate or file. It is page-aware: on a ticket it answers about that ticket (status, SLA, next step); on the intake queue it talks about your triage. It only sees your own scope.
4. Save your reference (e.g. LAB-2026-000123) — it is your receipt; anyone can check status publicly at /track without login.
5. Tickets can also be filed FOR you by Desk staff (phone, WhatsApp or walk-in) — the timeline always shows who filed and via which channel, and the ticket behaves exactly like one you filed yourself.
6. Your ticket can be moved between departments by staff when it is misrouted — the timeline shows the move, who made it and why; a fresh response clock starts for the receiving department. Companies cannot self-move: reply on the ticket to request it.
7. The reply form offers Draft with Nigraan (AI writes a first draft you edit before sending) and a tone check — advisory only, you always send the final text. The dashboard also has an Ask Nigraan box for questions about your tickets.
8. Reply & attach evidence any time while the ticket is open. If the Desk marked it "awaiting your information", replying automatically resumes work.
9. When staff offer a fix ("Fix ready"), open the ticket and choose "Yes, resolved" — or reject with what is still wrong (min 10 characters; rejection re-opens work and raises it to the department admin).
10. Rate the service 1–5 once a fix is ready or the ticket closes — ratings feed the public Redressal Index.
11. Reopen within 14 days of closure if the problem returns — a fresh linked ticket carries the full history. One reopen per ticket.
12. Withdraw only before work starts (Received / Acknowledged / Assigned). After that, ask staff to close it.
13. Apply to programs from Programs & Schemes → Apply; open any application from My applications by clicking its reference to see the full detail, documents and review notes.

• SLA is measured in business hours: Mon–Fri, 09:00–17:00 (PKT), public holidays skipped.
• The clock pauses while the Desk waits on your information — reply fast to keep things moving.
• Login is rate-limited (10/min); wrong-password attempts flash an error. "Forgot your password?" emails a reset link.
• Urdu toggle (اردو) top-right switches the whole interface, including ticket status labels.

My ticket has no deadline bar.

New tickets get the acknowledgement clock the moment the department acknowledges; the first-response clock appears right after filing. If the bar shows "SLA clock starting", it just means the stage clock begins on the next business window.

I cannot reopen my ticket.

Reopens are possible only within 14 days of closure, once per ticket, and only for closed/withdrawn tickets. After that, file a fresh ticket and quote the old reference.

My file would not upload.

Allowed: PDF, JPG, PNG, WEBP, DOC/DOCX, XLS/XLSX, TXT, CSV — max 10 MB each. A bad file never loses your ticket; you get a warning listing exactly which file failed.