Content
- Introduction
- Efficient ticket processing
- Set an absence note
- Useful functions and settings
- Integration of partner solutions
Introduction
Structured and efficient ticket processing is essential for a smooth workflow in issue management. By implementing proven practices, you can optimize internal processes and increase the satisfaction of your residents.
Efficient ticket processing
- Quick response times: Strive to process incoming tickets promptly to ensure resident satisfaction. Always keep an eye on the status in the overview.
- Clear communication: Use the comment function to communicate transparently with requesters. Keep them informed about the progress of their requests.
- Prioritization: Assess the urgency of tickets and prioritize them accordingly to process important requests first.
- Documentation: Use internal comments to record all steps and decisions in the ticket to enable seamless traceability and handover.
- Gather feedback: After the request has been fully processed, ask requesters for feedback on your service.
Set an absence note
To ensure that tickets are processed efficiently even during your absence, you can set up an absence note and name a deputy in the account settings.
Steps to set up an absence note:
- Open account: Click on your profile picture or your name to open the account settings.
- Activate absence: Activate the "Absence" option to show your absence.
- Define period: Specify the period of your absence so that the deputy is informed accordingly.
- Set deputy: Select a team member who will take over your tickets during your absence.
Useful functions and settings
- Manage categories in issue management: By creating specific categories, tickets can be assigned and processed more efficiently. Instructions can be found here.
- Automatic forwarding of new tickets: Set up rules to automatically forward new tickets to responsible people or teams. More information is available here.
- Omnichannel | Webform-to-ticket: Enable residents to create tickets via a web form that are integrated directly into issue management. Details can be found here.
- Omnichannel | E-mail-to-ticket: Incoming e-mails can be automatically converted into tickets to process requests directly in issue management. Details can be found here.
- Smart Ticket and Structured Ticket: Smart Tickets allow requests to be processed faster through predefined responses and automations, while structured tickets optimize data entry through defined form fields and enable more precise processing.
By applying these best practices and using the mentioned functions, you can significantly increase the efficiency and quality of your ticket processing.
Integration of partner solutions
Expand your issue management with our diverse partner solutions - for example, Yarowa for the digital processing of tradesperson orders.
Visit the Allthings Marketplace for an overview of all available solutions or contact your responsible Allthings contact person for more information.