Content
- Overview of all requests
- Customizing the table view
- Editing and deleting tickets directly in the table
- Ticket processing status
Overview of all requests
In the Issue management area of the Cockpit you can view and process all incoming requests. Each request is recorded as a ticket and contains all relevant information as well as the current processing status. The sidebar shows an overview of the tickets assigned to you and an overview of all tickets. Using the arrow next to Issue management, you can collapse this filter bar to give the table more space.
You can distinguish between the following categories:
- Not assigned: All tickets that have not yet been assigned to anyone.
- Waiting for team member: Tickets assigned to you or a team member that are awaiting a reply.
- Waiting for requester: Tickets awaiting a reply from the requester.
- Waiting for third-party company: Tickets awaiting feedback from a third-party company.
- Open tickets: All tickets that are not yet closed and are awaiting a reply or processing.
- All tickets: Overview of all tickets, regardless of status or assigned person.
- Non-addressable residents: Tickets created by people not yet recorded in the system.
Customizing the table view
The ticket overview is displayed as a clear table that you can customize to suit your workflows. The following columns are available:
- Status: current processing status of the ticket.
- Requester: person who reported the request.
- Assignee: currently responsible person or role.
- Address: affected property or unit.
- Phone number: stored phone number of the requester.
- Category: assigned ticket category.
- Subject: title of the ticket.
- Labels: assigned labels for further classification.
- Message: preview of the message text.
- Last update: time of the last change.
Sorting tickets
Click a column header to sort the table by that column. By default, tickets are sorted by Last update. Your most recently selected sorting is saved and is available again in your next session.
Managing columns
Use the menu icon in the relevant column header to open the column menu with the following options:
- Pin to left or Pin to right: fixes the column to the left or right edge of the table.
- Hide column: hides the selected column.
- Manage columns: opens the Show/hide columns window where you can show or hide individual columns.
- Reset settings: restores the default column view.
You can also change the column order via drag and drop. Your personal column view is saved and remains available in following sessions.
Editing and deleting tickets directly in the table
You can make many adjustments without having to open a ticket — directly in the row of the ticket overview:
- Select ticket: tick the checkbox at the start of the relevant row. The note "Click the selected row to edit it." appears above the table.
- Open edit mode: click the selected row. The row switches directly into edit mode, without the detail view opening.
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Adjust fields directly in the row: edit the fields marked with an asterisk directly in the row:
- Select or enter Status, Assignee, Category and Subject.
- Change address: use the Change address button to adjust the assigned address.
- Manage labels: use Add label to assign labels or create new ones.
- Save or discard: confirm your changes with Save or discard them with Cancel.
- Delete ticket: use the trash icon above the table to delete the selected ticket.
When the subject is changed, an internal comment documenting this change is generated automatically. All other fields and functions are edited as usual in the detail view (see the following sections).
Ticket processing status
The processing and update status of a ticket is shown using colored symbols and icons that you can find in every ticket list. The following status indicators exist:
- Grey dot: ticket is closed, no further action required.
- Hammer icon: ticket is awaiting processing by a third-party company.
- Hourglass icon: ticket is awaiting feedback from the requester.
- Green dot: ticket was created, edited or updated within the last 2 hours.
- Yellow dot: ticket was last updated more than 2 hours but less than 24 hours ago.
- Red dot: the last update was more than 24 hours ago.
This time frame is only measured on working days (Monday – Friday) and not on weekends.