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When should a ticket be created?
A ticket should be created when concerns or problems need to be reported that have not already been recorded via the micro-app "Service Center", "Mail-to-Ticket" or "Webform-to-Ticket". Examples include:
- Telephone reports: Residents call to report a defect or an issue.
- Personal conversations: A problem is raised during an on-site appointment.
- Internal issues: A team member wants to document an internal problem.
Steps to create a ticket
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Open ticket creation mask:
- In Issue management, click the button with the "+"-symbol at 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 data. If the resident is not yet registered, you can click the "Unaddressable resident" button after entering the email address.
- Location: Select the residents' address or the corresponding property, building, or unit to assign the ticket.
- Category: Select a suitable category for the issue.
- Description: Describe the issue in detail to enable efficient processing.
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Assign ticket to a team member:
- Assign the ticket to yourself or another responsible person or an external service provider. To do this, go to "Assignee" and select the appropriate person.
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Set processing status:
- Each ticket can be assigned a processing status to document progress.
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Edit ticket:
- Add labels or an internal comment, forward the ticket to a tradesperson. More information on ticket processing.