Issue management | Creating tickets

Content

• When to create a ticket
• Steps for creating a ticket

When to create a ticket

A ticket is created to report requests or problems that have not already been captured via the micro-apps "Service Center", "E-Mail-to-Ticket", or "Webform-to-Ticket".

Examples include:

• Telephone reports: Residents call to report a defect or a request.
• Personal conversations: A problem is raised during an on-site appointment.
• Internal requests: A team member wants to document an internal problem.

Steps for creating a ticket

1. Open ticket creation form: In issue management, click on the button with the "+” symbol in the top right corner to create a new ticket.

2. Enter ticket details:

   • Subject: Enter a meaningful subject for the request.
   • Requester: Enter the name of the resident or your own data. If the person is not yet registered, you can click on the "Non-addressable resident" button after entering the e-mail address.
   • Location: Select the resident's address or the corresponding property, building, or unit to assign the ticket.
   • Category: Select a suitable category for the request.
   • Description: Describe the request in detail to enable efficient processing.

3. Assign ticket to a team member: Assign the ticket to yourself or another responsible person or a third-party company. To do this, go to "Assigned person" and select the corresponding person.

4. Set processing status: A processing status can be assigned to each ticket to document the progress.

5. Edit ticket: Add labels or an internal comment and forward the ticket to a tradesperson. More information on ticket editing.