Issue management | Editing tickets

Content

• Editing and deleting tickets directly in the table
• Structure of the ticket detail view
  • Managing ticket information in the sidebar
  • Assigning a responsible person
  • Changing the category
  • Choosing labels
  • Summary of structured tickets
  • History
• Communicating with residents and the team
  • Replying to the requester
  • Internal comments
  • Inserting images or PDFs
  • Editing comments and messages
• Involving a third-party company
• AI features in issue management

In issue management in 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 opening a ticket – directly in the row of the ticket overview:

1. Select the ticket: Check the checkbox at the start of the desired row. A message appears above the table: "Click the selected row to edit it.".
2. Open 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:
   • Select or enter Status, Assignee, Category, and Subject.
   • Change address: Use the Change address button to update 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.

If the subject is changed, an internal comment documenting the change is created automatically. Edit all other fields and features as usual in the detail view (see the following sections).

Structure of the ticket detail view

Opening a ticket takes you to the detail view. It is fully responsive and adapts to all screen sizes, so you can comfortably process tickets on smaller screens and mobile devices too. On the left you see the message history with the full communication; on the right, the sidebar with all the relevant ticket information. You can adjust the split between the two areas yourself: drag the divider between the message history and the sidebar left or right to give the sidebar more or less space. This setting is not saved – the default split is restored when the page is reloaded. Editable fields are marked with a pencil icon – clicking it opens the corresponding field for editing.

The sidebar organizes ticket information into the following sections:

• General information: Requester, affected area, category, and labels. For omnichannel tickets that are not yet assigned to an address, you'll also find the Change address button here: it lets you assign the ticket to an address and, optionally, a requester – the originally unknown person is kept as an involved person.
• Summary: for structured tickets, the information collected at creation, shown as a clear info box.
• History: a 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 download all attachments at once. You can also drag images directly out of the ticket (drag & drop) – for example, onto your desktop or into an email. This works both in the message history and in the sidebar, and only applies to images, not to other file types such as PDFs.
• Involved persons: everyone involved in the ticket.
• Status and Assignee: the current processing status and the responsible person.

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

Managing ticket information in the sidebar

Use the sidebar to classify and organize a ticket: assign a responsible person, change the category, assign labels, and keep an eye on the summary and history.

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 a different team member or a third-party company, open the request. In the right-hand sidebar, you'll find the "Assignee" field. Click the pencil icon to open the search, which lets you select the desired person or a specific role. The assignee receives all email notifications for further exchange with the requester.

Special case for omnichannel tickets: For tickets from an omnichannel connector (e.g. email-to-ticket or webform-to-ticket) that are not yet assigned to a specific address, you can choose from all team members with permission for your company's issue management – even across apps. Once the ticket is assigned 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 unsuitable, you can also adjust it afterwards. To do so, click the field under "Category" in the right-hand sidebar and select the new category. You manage issue management categories in the platform settings. You can find a detailed guide here.

For tickets received via a phone connector, the categories of that connector are also shown in the selection field. Smart ticket categories, however, do not appear in this selection field – structured tickets are tied to their original category and can no longer be recategorized via this field once created.

Choosing labels

Labels enable an additional layer of classification alongside categories and make it easier to process and filter tickets 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 predefined labels or create new ones directly via the text field.
• Internal visibility: Labels are only visible in Cockpit and are not visible to the requester.
• Efficient work: Labels let you quickly group similar requests and process them together.

Summary of structured tickets

For structured tickets, the information collected at creation is shown together in the "Summary" info box in the right-hand sidebar. This lets you see the key facts of a request at a glance, without having to search through the whole history.

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

You can find more on setting up structured categories here.

History

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

• Person and avatar: Each entry shows the profile picture (avatar) and the name of the person who performed the action.
• Color-coded status: Status changes are highlighted with color:
  • 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 expand the full history, or "Show less" to collapse it back to the last three entries. Close the whole section using the collapse icon in the heading.

Communicating with residents and the team

All communication takes place in the message history on the left – both with the requester and internally within the team.

Replying to the requester

To reply to a request, use the reply field in the ticket. Make sure the tab is set to "Resident" (selected by default), then proceed as follows:

1. Write your reply: Enter your message in the text field.
2. Attach files: If needed, add images or PDFs via the paperclip icon. You can find an overview of supported file types here.
3. Adjust the status: Click the small arrow at the bottom right next to the send button to show the status options. Choose whether the ticket status should stay the same or change.
4. Send the reply: Confirm sending by clicking the send button.

Note: For non-addressable requesters, your reply does not reach them by email. The ticket displays a note: "Not reachable by email". Replying directly via the ticket is therefore not effective – contact the person through another channel instead.

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

Internal comments

If you need to coordinate internally on a ticket, use the "Internal" feature directly above the reply field. The comment appears in the message history, is highlighted with color, and is visible only to team members. The requester has no visibility into it.

Inserting images or PDFs

When processing a ticket and communicating 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 conveniently drag and drop images – this applies to images only, not PDFs; add PDFs via the paperclip icon.

Editing comments and messages

To keep communication clear, you can edit your own messages and comments after the fact. Hover over your message and click the pencil icon (Edit) to adjust the text.

Please note the following rules:

• Time window: Editing is only possible within 7 days of posting.
• Read lock: As soon as the requester (resident) has read a message in the app, the edit function is immediately locked.
• Labeling: Every edited message is automatically marked (edited) in the history.
• Other people's comments: You cannot edit messages from other team members or third-party companies.

Involving a third-party company

If you want to assign a ticket to a third-party company, make sure it is already set up in the system. If so, you can assign the ticket to a responsible person at that company and set the status to "Waiting for third-party company". If not, you must first add the third-party company under "Companies" and invite the relevant employees. Third-party companies are typically assigned the permission "Issue management | Manage tickets (External)".

AI features in issue management

When processing tickets, the intelligent AI:ON Assistant supports you with various features to speed up your workflows and simplify communication. Click the AI:ON icon in the reply field, or hover over an incoming message, to access the relevant feature.

• Generate answer: The Assistant automatically drafts a suitable reply to the incoming request. Please note: this feature can only be used for the first reply.
• Improve my answer: The Assistant revises and improves your own written message. You must enter some text into the reply field first.
• Summarize problem and current status: Analyzes the ticket history so far and creates a concise summary of the communication and current status, automatically saved as an internal comment.

Two additional tools based on a separate translation feature (DeepL) are also available, independent of the AI:ON Assistant:

• Translate message: Incoming messages from the requester can be translated directly into your language with one click on the translation icon on the message.
• Translate summary: For structured tickets, translate the entire structured content of the "Summary" info box into your language with one click on the translation icon next to the heading.

You can find more information here.