Issue management | Introduction

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Introduction

Issue management in the Allthings Cockpit is your central hub for all requests created via the Service Center or the Email-to-ticket and Webform-to-ticket features. It enables direct exchange between property management and residents by handling all requests as tickets.

Guide in Cockpit

The Assistant in Cockpit provides a guide that familiarizes you with issue management and walks you through the various features. You can start the guide either via the Assistant in Cockpit or, if you are already logged in to Cockpit, via this link.

Information in the Help Center

The Help Center offers detailed guides and best practices for using issue management.

Do you want to know where residents find the feature in the app and how it is displayed?

These resources help you get the most out 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 for standard access to issue management and to work on tickets.
  • Issue management | Manage tickets (External): Assign this role to team members from external third-party companies to restrict their access to assigned tickets.
  • Platform settings | Manage settings: This role is required to adjust ticket categories and to create structured tickets.
  • Core data | Manage core data: Required to access core data management, where roles are assigned to individual properties or buildings.
  • Companies | Manage team members: Required for role management itself, and to unlock the assignment field for a role in core data – the basis for automatic ticket routing to the responsible people.

Issue management features

  • Ticket management: All incoming requests are recorded as tickets, enabling structured processing and tracking.
  • Communication: The system fosters direct dialogue between property management and residents, allowing issues to be resolved efficiently.
  • Status tracking: Various status indicators let both team members and requesters check the progress of their tickets at any time.

Benefits of issue management

  • Increased efficiency: Bundling all requests centrally optimizes processes and shortens processing times.
  • Transparency: Both property management and residents have visibility into the current status of requests at all times, which builds trust.
  • Traceability: Every step and communication is documented, creating a complete history for every request.

Issue management is therefore an indispensable tool for effective, transparent management.

Example of ticket processing

Request: A resident reports via the "Service Center" that the heating in their apartment is not working.

Step 1 – Ticket creation: The request is automatically recorded as a ticket in issue management and given 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 action.

Step 3 – Communicating with residents: The team member keeps the resident informed about the progress and arranges an appointment for the repair if needed.

Step 4 – Closing the ticket: Once the repair has been completed successfully, the ticket is marked "Closed" and the resident receives a notification that the request has been resolved.

This structured approach ensures that issue management handles and documents requests efficiently.

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