Issue management | Automatic ticket forwarding and role management

Content

• Role management
• Assigning roles via core data
• Important notes

The function for automatic forwarding of new tickets enables efficient ticket distribution in issue management. Incoming tickets can be forwarded directly to the responsible team members based on defined roles and categories. This ensures that inquiries are processed quickly by the right people.

Role management

With role management, you can assign specific tasks to employees of your property management or third-party companies (e.g. tradespeople, technicians, facility management) and assign them to specific properties or buildings. Roles always refer to a specific property or a specific building.

The setup of roles considerably simplifies the assignment of tickets in issue management. In addition, residents immediately see which people are responsible for pending work. If a role is created for a third-party company, a note appears when a ticket is created stating that personal data will be transmitted to the respective third-party company.

To access role management, proceed as follows:

1. Open Allthings Cockpit.
2. Navigate to Administration > Companies.
3. Select your or the relevant company.
4. Go to Feature settings > Role management.
5. Create new roles and assign them specific issue management categories. You can also edit existing roles.

When selecting categories, the categories of your connectors (e.g. omnichannel solutions) are available in addition to the app categories. This way, automatic ticket forwarding also works for tickets that come in via a connector – for example by e-mail, web form or phone.

Note: To access role management, you need the "Team Admin" permission.

Assigning roles via core data

Once roles are set up, they can be assigned in core data:

1. Open the core data management.
2. Select a property or a building.
3. Assign a role to a responsible team member.
4. Only one team member can be assigned per role and per property.
5. As soon as a ticket is created with one of these corresponding categories, it is automatically assigned to the team member with the role.

If no responsible team member is assigned, all responsible team members will receive a notification, but no automatic assignment of the ticket.

Note: The "Master Data Admin" permission is required to manage core data.

Important notes

• Category assignment: A category can only be assigned to one role; multiple assignments are not possible.
• Role assignment per property: A role can only be assigned once per property.
• Notifications: If automatic assignment is not possible, all responsible team members will be informed if they have activated the notification.

The correct setup of these functions ensures that new tickets are forwarded efficiently and automatically to the responsible team members.