Content
- What is webform-to-ticket?
- Switching to the new web form
- Setup
- Implementation options
- 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.
Switching to the new web form
Allthings is gradually replacing the previous web form for webform-to-ticket with a new web form of its own. The switch takes place company by company.
When will my web form be switched?
Your Customer Success team or Key Account Management will let you know when your web form will be switched. Until then, your existing web form remains in operation unchanged, and you don't need to do anything.
What changes with the new web form?
- New link: With the switch, you will receive a new URL for the web form. Replace the previous URL wherever you have embedded the web form: in the link, in the button, in the subdomain redirect and in the QR code.
- Flow for residents: Residents select their request step by step using picture tiles, for example "Report a damage" → "Apartment" → "Kitchen". At the top of the form, they can always see a summary of their selections so far and can correct details using "Back". Finally, they enter their personal data and their contact preference.
- Design tailored to you: Colors, logo and the categories offered can be adapted to your company. Contact your Customer Success team or Key Account Management for this.
What stays the same?
- Every submission is still created as a structured ticket in issue management.
- If no address can be assigned to a ticket, assign the address as before using "Change address".
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
Requirement: Allthings sets up the webform connector for your company.
→ Contact your Customer Success team or Key Account Management for this.
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.
- Open Allthings Cockpit → Issue management.
- Find and open the relevant ticket.
- 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.