Content
- Introduction
- Efficient ticket processing
- Setting up absence
- Useful features and settings
- Integrating partner solutions
Introduction
Structured, efficient ticket processing is essential for a smooth workflow in issue management. By implementing best practices, you can optimize internal processes and increase the satisfaction of your residents.
Efficient ticket processing
- Fast response times: Make an effort to process incoming tickets promptly to ensure resident satisfaction. Always keep an eye on the status in the overview.
- Clear communication: Use the comment feature to communicate transparently with requesters. Keep them updated on the progress of their requests.
- Prioritization: Assess the urgency of tickets and prioritize accordingly, so important issues are handled first.
- Documentation: Use internal comments to record every step and decision on a ticket, enabling seamless tracking and hand-over.
- Gather feedback: Once a request has been fully resolved, ask the requester for feedback on your service.
Setting up absence
To make sure tickets keep being handled efficiently while you are away, you can set up an absence with a deputy under Account & Settings.
Steps to set up an absence:
- Open Account & Settings: Click your profile picture or your name to open Account & Settings, then switch to the "Absence" section.
- Set the period: Enter the period of your absence (from/to).
- Set a deputy: In the "Forward emails to" field, select a team member who will take over your tickets while you are away.
- Save: Saving activates the absence immediately – no separate activation switch is needed.
Useful features and settings
- Managing categories in issue management: Creating specific categories lets tickets be assigned and processed more efficiently. You can find a guide here.
- Automatic routing of new tickets: Set up rules to automatically route new tickets to the responsible people or teams. Find out more here.
- Omnichannel | Webform-to-ticket: Let residents create tickets via a web form that are integrated directly into issue management. Details can be found here.
- Omnichannel | Email-to-ticket: Incoming emails can be automatically converted into tickets so requests can be handled directly in issue management. Details can be found here.
- Smart ticket and structured ticket: Smart tickets let issues be processed faster through predefined answers and automation, while structured tickets use fixed form fields to streamline data entry and enable more precise processing.
Applying these best practices and using the features described can significantly improve the efficiency and quality of your ticket processing.
Integrating partner solutions
Extend your issue management with our wide range of partner solutions – for example Yarowa for the digital handling of craftsperson assignments.
Visit the Allthings Marketplace for an overview of all available solutions, or contact your Allthings representative for more information.