Issue management | Omnichannel | Webform-to-ticket

Content

• What is webform-to-ticket?
• Setup
  • Requirements
• Implementation options
  • Adding a link
  • Adding a button
  • Setting up a subdomain
  • Displaying the web form as a QR code
• How webform-to-ticket appears in issue management
• Frequently asked questions & troubleshooting

What is webform-to-ticket?

Webform-to-ticket lets residents and owners submit a request via a web form directly into the Allthings Cockpit. Every submission is created in issue management as a full, structured ticket. You can embed the web form in a number of ways.

Setup

To make the web form available to your residents and owners, you need a specific URL. You can find it on the corresponding dashboard card in your Allthings Cockpit.

Requirements

1. Setting up the webform connector for your company via Allthings.
   → Contact your Customer Success team or Key Account Management for this.
2. Assigning the "Dashboard Webform Agent" permission by whoever manages permissions at your company. This permission is created automatically when the connector is set up, and is typically only assignable to people with broad permissions.
   

Important: If properties are managed by multiple companies, you need the corresponding dashboard card of the relevant company to correctly assign residents' requests to issue management.

Implementation options

There are several ways to implement the web form on your website:

Adding a link

Add the URL provided by Allthings as a link within an existing page or in a menu item. This link can be opened directly or as a pop-up.

Note: some residents have a pop-up blocker installed.

Adding a button

Create a button on an existing page and add the URL shown on the dashboard card to it. The link can be opened either directly in a tab or as a pop-up.

Note: residents may have a pop-up blocker installed.

Setting up a subdomain

Have your domain provider set up a subdomain (e.g. service.propertymanagementxyz.com) and point that subdomain directly to the URL shown on the dashboard card.

Displaying the web form as a QR code

Have a QR code created that encodes the URL shown on the dashboard card. You can then place this QR code, for example, on a poster within a property. Residents can scan the QR code with their smartphone and are taken directly to the web form.

How webform-to-ticket appears in issue management

As soon as a ticket is submitted via the web form into your issue management, all the entered information is displayed as a structured ticket.

Images added by residents can be opened with a single click and downloaded in the tab that opens.

Frequently asked questions & troubleshooting

Why is no content shown in the ticket, and what should I do?

It can happen that the omnichannel feature cannot assign a specific address to a ticket. In that case, the ticket is assigned to the entire app, so that all team members are notified that the ticket has come in.

Please inform the app administrator responsible that they need to assign the ticket to a specific address. You can then process the ticket once it falls within your area of responsibility.

How do I assign the omnichannel ticket to a specific address?

Requirement: You need a permission for issue management within the connector area. Omnichannel tickets are accessible to all team members of your company who can see the ticket in the ticket overview – even across apps.

1. Open Allthings Cockpit → Issue management.
2. Find and open the relevant ticket.
3. Click "Change address" to assign the corresponding address.
   

If you select an address and, optionally, a requester, that person is set as the ticket's requester. The originally unknown person remains on the ticket as an involved person – the two are not merged.