Issue management | Edit tickets

Content

• Editing and deleting tickets directly in the table
• Structure of the ticket detail view
• Managing ticket information in the side panel
  • Assigning an assignee
  • Changing the category
  • Selecting labels
  • Summary (structured ticket information)
  • History
• Communicating with residents and your team
  • Replying to the requester
  • Internal comments
  • Adding an image or PDF during ticket processing
  • Editing or deleting comments and messages
• Involving third-party companies
• AI features in Issue management

In the Issue management of the Allthings Cockpit, you can efficiently process and manage tickets. The following sections guide you from quick edits directly in the table through the detail view and managing ticket information to communicating with residents, team members and third-party companies.

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 a ticket: Tick the checkbox at the start of the desired row. Above the table, the note "Click the selected row to edit it." appears.
2. Open the edit mode: Click the selected row. The row switches directly into edit mode, without opening the detail view.
3. Adjust fields directly in the row: Edit the fields marked with an asterisk directly in the row:
   • Status, Assignee, Category and Subject: select or enter the value.
   • 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 a ticket: Use the trash can icon above the table to delete the selected ticket.

When the subject is changed, an internal comment documenting this change is created 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 enter the detail view. It is fully responsive and adapts to all screen sizes, so you can also process tickets comfortably on smaller screens and mobile devices. On the left you see the message history with the entire communication, on the right the side panel with all relevant information about the ticket. You can adjust the layout of the two areas individually: drag the divider between the message history and the side panel to the left or right while holding down the mouse button to give the side panel more or less space. This setting is not saved – after reloading the page, the default layout applies again. You recognize editable fields by the pencil icon – clicking it opens the respective field for editing.

The side panel organizes the ticket information into the following areas:

• General information: requester, affected area, category and labels. For omnichannel tickets that have not yet been linked to an address, you will also find the Change address button here: use it to link the ticket to an address and optionally to a requester – the originally unknown person remains on the ticket as an involved person.
• Summary: for structured tickets, the details requested during creation, shown as a clear info box.
• History: chronological overview of all status changes and messages.
• Attachments: all files added to the ticket. Use the download icon to download individual files, or Download all to save all attachments at once. You can also drag images directly out of the ticket while holding down the mouse button (drag & drop) – for example onto your desktop or into an email. This works both in the message history and in the side panel, and applies to images only, not to other file types such as PDFs.
• Involved persons: everyone involved in the ticket.
• Status and Assignee: current processing status and responsible person.

Note: Omnichannel tickets can be opened by all team members of your company who see the ticket in the ticket overview – even without permission for all areas of the connector. Tickets of another company are not accessible.

Managing ticket information in the side panel

Via the side panel you classify and organize a ticket: assign an assignee, change the category, add labels, and keep the summary and history in view.

Assigning an assignee

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

Special case for omnichannel tickets: For tickets from an omnichannel connector (e.g. e-mail-to-ticket or webform-to-ticket) that have not yet been linked to a specific address, you can choose from all team members of your company with issue management permission – across all apps. Once the ticket has been linked to a specific address, only team members with permission for that unit are available for selection.

Changing the category

If the category of an existing ticket seems inappropriate, you can also adjust it later. To do this, click on the field under "Category" in the right side panel and select the new category. You manage the categories in the Issue management within the platform settings. A detailed guide can be found here.

In addition to the app's categories, the selection field also shows the categories of your connectors (e.g. omnichannel solutions) and the smart ticket categories of your company. This way, omnichannel tickets can also be categorized appropriately.

Selecting labels

In addition to categories, labels allow for an additional 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 multiple 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 cannot be seen by the requester.
• Efficient working: Labels allow similar requests to be quickly grouped and processed together.

Summary (structured ticket information)

For structured tickets, the details requested during creation are bundled and displayed in the "Summary" info box in the right side panel. This lets you see the key facts of a request at a glance, without searching through the entire history. More about setting up structured categories can be found here.

If the structured content is written in another language, you can translate it with one click: click the translation icon next to the "Summary" heading (tooltip "Translate summary"). The entire structured content of the info box is then translated into your Cockpit language at once. Clicking again shows the original text again.

History

In the "History" area, you see a chronological overview of all activities on a ticket – such as status changes, assignments and sent messages. This lets you trace the processing status at any time.

• Person and avatar: Each entry shows the profile picture (avatar) as well as the name of the person who performed the respective action.
• Color-coded status: Status changes are highlighted in color – matching the color scheme of the detail view:
  • Waiting for team member: grey (internal)
  • Waiting for third-party company: green (external)
  • Waiting for requester: light blue (resident)
• Compact view: By default, the three most recent entries are shown. Use "Show more" to display the full history, and "Show less" to collapse it back to the latest three entries. You can close the entire area via the collapse icon in the headline.

Communicating with residents and your team

The message history on the left is where all communication takes place – both with the requester and internally within the team.

Replying to the requester

If you want to reply to a request, use the reply field in the ticket. Ensure that the tab is set to "Residents" (selected by default), and proceed as follows:

1. Draft reply: Enter your message in the text field.
2. Attach files: If necessary, add images or PDFs using the paperclip icon or via drag-and-drop. An overview of supported file types can be found here.
3. Adjust status: Click the small arrow next to the Send button in the bottom right to show the status options. Choose whether the ticket status should be kept or changed.
4. Send reply: Confirm the dispatch by clicking the Send button.

Attention: For non-addressable requesters, your reply will not reach the person by email. The ticket indicates this with the note "Email notifications disabled". Replying directly via the ticket is therefore not effective – contact the person through another channel.

Note: On smaller screens, the reply field is initially displayed in a compact view and only reveals the additional features (AI:ON, canned responses, attach file) once you click into the text field – leaving more space for the message history.

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 visibility.

Adding an image or PDF during ticket processing

When editing a ticket and contacting a third-party company or the requester, you can insert images or PDFs. To do this, simply click the paperclip icon in the editor and select the file. Alternatively, you can also easily add images and PDFs via drag-and-drop.

Editing or deleting comments and messages

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

Please note the following rules:

• Timeframe: Editing or deletion is only possible within 7 days after posting.
• Read lock: As soon as the requester (resident) has seen a message in the app, the edit function is immediately locked.
• Labeling: Every edited message is automatically marked in the history with the note (edited) as well as the exact timestamp of the change.
• Foreign comments: Editing messages from other team members or third-party companies is not possible.

Involving third-party companies

If you want to assign a ticket to a third-party company, ensure that it is already registered in the system. If this is the case, you can assign the ticket to an assignee from the company and set the status to "Waiting for third-party company". If not, you must first create the third-party company in the administration area under "Companies" and invite the respective employees. Third-party companies are usually assigned the permission "Issue management | Manage external tickets".

AI features in Issue management

During ticket processing, the intelligent AI:ON assistant supports you with various features to speed up your workflows and facilitate communication. To do this, click on the AI:ON icon in the reply field, hover your mouse over an incoming message, or use the translation icon next to the "Summary" heading to access the respective function.

• Generate an answer: The assistant automatically drafts a suitable response to the incoming request. Please note: This function can only be used for the initial response.
• Improve my answer: The assistant revises and optimizes your self-written message. To do this, you must first enter a text in the reply field.
• Summarize the issue with current status: Analyzes the previous ticket history and creates a compact summary of the communication so far and the current status.
• Translate message: Incoming messages from the requester can be translated directly into your language with a click on the translation icon on the respective message.
• Translate summary: For structured tickets, you can translate the entire structured content of the "Summary" info box into your language with one click on the translation icon next to the heading.

More information can be found here.