Issue management | Ticket search and filters

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In the Issue management area of the Allthings Cockpit, you can edit and manage tickets efficiently. The following options support you in doing so:

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:

  1. 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.
  2. Open edit mode: click the selected row. The row switches directly into edit mode, without the detail view opening.
  3. 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.
  4. Save or discard: confirm your changes with Save or discard them with Cancel.
  5. 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).

Structure of the ticket detail view

When you open a ticket, you reach the detail view. It is fully responsive and adapts to all screen sizes, so you can comfortably edit tickets on smaller screens and mobile devices too. On the left you see the message history with all communication, on the right the sidebar with all relevant ticket information. You can recognize editable fields by the pencil icon — clicking it opens the respective field for editing.

The sidebar organizes the ticket information into the following areas:

  • General information: requester, affected area, category and labels.
  • Summary: for structured tickets, the information requested at creation as a clear info box.
  • History: chronological overview of all status changes and messages.
  • Attachments: all files added to the ticket.
  • Involved people: all people involved in the ticket.
  • Status and Assignee: current processing status and responsible person.

Assigning a responsible person

When you process a request, you are automatically assigned to the ticket as the responsible person. To assign a ticket to another team member or third-party company, open the relevant request. In the right-hand sidebar you will find the "Assignee" field. Click the pencil icon to open the search function, through which you can select the desired person or a specific role. The responsible person receives all email notifications for the further exchange with the requester.

Changing the category

If the category of an existing ticket seems unsuitable, you can also adjust it afterwards. To do so, click the field under "Category" in the right-hand sidebar and select the new assignment. You manage the categories in issue management in the platform settings. You can find detailed instructions here.

Selecting labels

In addition to categories, labels allow further classification of tickets and make it easier to process and filter by specific topics.

  • Multiple labels per ticket: unlike the ticket category, you can assign several labels to a ticket.
  • Predefined and custom labels: choose from the predefined labels or create new ones directly via the text field.
  • Internal visibility: labels are only visible in the Cockpit and are not visible to the requester.
  • Efficient working: labels let you quickly group similar requests and process them together.

Summary (structured ticket information)

For structured tickets, the information requested at creation is shown bundled in the "Summary" info box in the right-hand sidebar. This lets you see the most important key data of a request at a glance, without having to search the entire history. You can find more about setting up structured categories here.

Internal comments

If you need internal coordination on a ticket, use the "Internal" function directly above the reply field. The comment appears in the message history, is highlighted in color and is only visible to team members. The requester has no access to it.

Replying to the requester

If you want to reply to a request, use the reply field in the ticket. Make sure the tab is set to "Residents" and proceed as follows:

  1. Write a reply: enter your message in the text field.
  2. Attach files: if required, add images or PDFs via the paperclip icon. You can find an overview of the supported file types here.
  3. Adjust status: click the small arrow next to the send button at the bottom right to display the status options. Choose whether the ticket status should be kept or changed.
  4. Send reply: confirm sending by clicking the send button.

Editing or deleting comments and messages

To keep communication clear, you can edit or delete your own messages and comments afterwards. Move the mouse over your message and click the pencil icon (Edit) to adjust the text. With the trash icon you can remove the message completely.

Please note the following rules:

  • Time window: editing or deletion is only possible within 7 days of posting.
  • Read lock: as soon as the requester (resident) has seen a message in the app, the editing function is immediately locked.
  • Marking: every edited message is automatically marked in the history with the note (edited).
  • Others' comments: editing messages from other team members or third-party companies is not possible.

Inserting an image or PDF when editing a ticket

When you edit a ticket and get in touch with a third-party company or the requester, you can insert images or PDFs. To do so, simply click the paperclip icon in the editor and select the file. Alternatively, you can also conveniently add images and PDFs via drag and drop.

Involving third-party companies

If you want to assign a ticket to a third-party company, make sure that it is already recorded in the system. If this is the case, you can assign the ticket to a responsible person of the company and set the status to "Waiting for third-party company". If not, you must create the third-party company in the "Companies" area and invite the relevant employees. Third-party companies are usually assigned the "Issue management | Manage external tickets" permission.

AI features in issue management

When processing tickets, the intelligent AI:ON assistant supports you with various functions to speed up your workflows and facilitate communication. To use it, click the AI:ON icon in the reply field or move the mouse over an incoming message to call up the translation function.

  • Generate reply: the assistant automatically drafts a suitable reply to the incoming request. Please note: this function can only be used for the first reply.
  • Improve my reply: the assistant revises and optimizes the message you have written yourself. To do so, you must first enter text in the reply field.
  • Summarize the problem and current status: analyzes the previous ticket history and creates a compact summary of the previous communication and the current status.
  • Translate message: incoming messages from the requester can be translated directly into your language by clicking the translation icon on the respective message.

You can find more information here.

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