Issue management | Automatic ticket routing and role management

Content

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

The automatic routing of new tickets feature enables efficient ticket distribution in issue management. Incoming tickets can be routed directly to the responsible team members based on defined roles and categories. This ensures requests are handled quickly by the right people.

Role management

Role management lets you assign specific tasks to employees of your property management company or third-party companies (e.g. tradespeople, technicians, facility management) and link them to particular properties or buildings. Roles always relate to one specific property or building.

Setting up roles significantly simplifies ticket assignment in issue management. It also lets residents see immediately who is responsible for outstanding work. If a role is created for a third-party company, mark this using the "This role is used by a third-party company" option; when a ticket is created, a note is then shown indicating that personal data will be shared with that third-party company.

To access role management, proceed as follows:

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

When selecting categories, your connector categories (e.g. omnichannel solutions) are available alongside the app categories. This means automatic ticket routing also works for tickets received via a connector – for example by email, web form, or phone. Each category can only ever be assigned to a single role.

Note: Accessing role management requires the permission "Companies | Manage team members".

Assigning roles via core data

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

1. Open core data management. This requires the permission "Core data | Manage core data".
2. Select a property or building.
3. Assign a role to a responsible team member. This specific step additionally requires the permission "Companies | Manage team members" – without it, the assignment field is visible but disabled.
4. Only one team member can be set per role and per property. If you assign the role to a different team member, the previous assignment is replaced automatically without a separate warning.
5. Once a ticket is created with a matching category, it is now automatically assigned to the team member holding that role.

If no responsible team member is set, all team members with permission for issue management in that area receive a notification, but the ticket is not assigned automatically.

Note: Managing core data in this context also requires the permission "Companies | Manage team members".

Important notes

• Category assignment: A category can only be assigned to one role; multiple assignment is not possible.
• Role assignment per property: A role can only be assigned once per property. Reassigning it automatically replaces the previous person, with no separate confirmation.
• Notifications: If automatic assignment is not possible, all authorized team members are notified, provided they have notifications enabled.

Setting up these features correctly ensures that new tickets are routed to the responsible team members efficiently and automatically.