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When should a ticket be created?
A ticket is created to report an issue or problem that has not already been captured via email-to-ticket, webform-to-ticket, or the Service Center.
Examples include:
- Phone reports: A resident calls to report a defect or an issue.
- In-person conversations: A problem comes up during an on-site appointment.
- Internal issues: A team member wants to document an internal problem.
Steps to create a ticket
Open the ticket creation form: In issue management, click the "+" button in the top right to create a new ticket.
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Enter ticket details:
- Subject: Enter a meaningful subject for the issue.
- Requester: Enter the resident's name or your own details. If the person is not yet registered, click "Create a non-addressable ticket" and enter their name plus an email address or phone number.
- Location: Select the resident's address, or the relevant property, building, or unit, to link the ticket to it.
- Category: Select a suitable category for the issue. If the category is set up as structured, additional fields to describe the issue are displayed.
- Description or internal comment: Describe the issue in the "Description" tab (visible to the requester) or the "Internal comment" tab (visible only to team members). Make sure to choose the right tab – "Internal comment" is selected by default when the form opens.
Save the ticket: Click "Save ticket". The ticket is automatically created with status "Waiting for team member" and no assignee.
Continue processing the ticket: Open the created ticket to assign it to a responsible person or a third-party company, adjust the status, add labels, or add another internal comment. More information on editing tickets.