Issue management | Introduction

Content

• Introduction
• Guide in the Cockpit
• Information in the Help Center
• Required permissions
• Functions of issue management
• Advantages of issue management
• Example of ticket processing

Introduction

Issue management in the Allthings Cockpit is your interface for handling all inquiries submitted via the "Issue management" micro-app, "Email-to-Ticket", or "Webform-to-Ticket". It facilitates direct communication between property management and residents by managing all inquiries as tickets.

Guide in the Cockpit

The Assistant in the Cockpit provides a guided tour to help you get familiar with the issue management feature and its various functions. You can launch the guide through the Assistant or directly via this link, if you’re already logged in.

Information in the Help Center

The Help Center offers detailed instructions and best practices for using issue management:

• Issue management | Best practices

• Issue management | Ticket overview and status

• Issue management | Search and filter tickets

• Issue management | Create tickets

• Issue management | Edit tickets

• Issue management | Manage categories

• Issue management | Text modules

• Issue management | Auto-forwarding and role management

• Issue management | Structured tickets

You’ll also find information on where residents access the function in the app and how it is displayed:

• Allthings | Service point / Help desk

These resources help you get the most out of issue management.

Required permissions

To access issue management, you need the "Issue management agent" permission.
You can also assign the "External issue management agent" permission to team members from external companies.

To create structured tickets and edit categories, you also need "App admin" permissions.

To configure automatic forwarding to handlers, you additionally need the "Master data admin" permission.

Functions of issue management

• Ticket handling: All inquiries are created as tickets, allowing structured processing and tracking.

• Communication: The feature supports direct and efficient communication between property management and residents.

• Status tracking: Ticket statuses offer visibility into the current processing state at any time – for both team members and requesters.

Advantages of issue management

• Efficiency: Centralizing inquiries helps streamline workflows and reduce response times.

• Transparency: Both property managers and users can track progress, fostering trust.

• Traceability: Every action and communication is documented to maintain a full inquiry history.

Issue management is a powerful tool for effective and transparent issue handling.

Example of ticket processing

Issue: Residents report via the "Issue management" micro-app that the heating in their apartment is not working.

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

Step 2 – Assignment and handling:
The ticket is assigned to the appropriate team member, who evaluates the issue and initiates the necessary steps.