Issue management | Introduction

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Introduction

The Issue management within the Allthings Cockpit is your central interface for all requests created via the Service Center feature or the E-Mail-to-Ticket and Webform-to-Ticket functionalities. It enables direct communication between property managers and residents by managing all requests in the form of tickets.

Guide in Cockpit

A guide is available via the Assistant in the Cockpit to familiarize you with issue management and guide you through its various functions. You can start the guide either via the Assistant in the Cockpit or, if you are already logged into the Cockpit, via this link.

Information in the Help Center

The Help Center provides detailed instructions and best practices for using issue management.

Would you like to know where residents can find this function in the app and how it is displayed?

These resources support you in unlocking the full potential of issue management.

Required permissions

Specific roles are required to access and configure issue management:

  • Issue management | Manage tickets (Team member): This permission is mandatory to access issue management and process tickets by default.
  • Issue management | Manage external tickets: Assign this role to team members of external third-party companies to limit their access strictly to assigned tickets.
  • Platform settings | Manage settings: This role is required to customize ticket categories and create structured tickets.
  • Core data | Manage master data: Required to set up automatic ticket forwarding to the responsible team members.

Issue management functions

  • Ticket management: All incoming requests are captured as tickets, enabling structured processing and tracking.
  • Communication: The system promotes direct dialogue between property managers and residents, allowing issues to be clarified efficiently.
  • Status tracking: Through various status indicators, both team members and requesters can view the progress of their tickets at any time.

Benefits of issue management

  • Increased efficiency: By centrally pooling all requests, processes can be optimized and processing times shortened.
  • Transparency: Both property managers and residents have insight into the current status of requests at all times, which strengthens trust.
  • Traceability: All steps and communications are documented, creating a seamless history for every request.

Issue management is therefore an indispensable tool for effective and transparent administration.

Example of ticket processing

Request: Residents report via the "Service Center" that the heating in their apartment is not working.

Step 1 – Ticket creation: The request is automatically captured as a ticket in issue management and assigned a unique ticket number.

Step 2 – Assignment and processing: The ticket is assigned to the responsible team member, who reviews the request and initiates the appropriate measures.

Step 3 – Communication with residents: The team member informs the residents about the progress and, if necessary, arranges an appointment for the repair.

Step 4 – Ticket closure: After a successful repair, the ticket is marked as "Closed", and the residents receive a notification about the completed request.

Through this structured approach, issue management ensures that requests are efficiently processed and documented.

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