Content
- Introduction
- Creating Smart Ticket categories
- Viewing Smart Ticket categories in the App
- Designing Smart Tickets
- Important notes
Introduction
The Smart Ticket extends the functionality of the "Structured Ticket" in issue management to optimize the workflow. It allows:
- Highlighted display of categories
- Creation of complex JSON schemas with chained answers
→ Facilitates the collection of detailed information and reduces follow-up questions for residents.
Creating Smart Ticket categories
To use the feature, you need the "App Admin" and "Service Center Agent" permissions.
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Open Micro-App settings:
- In Platform Settings, navigate to Micro-Apps.
- Select the "Service Center" micro-app.
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Add new category:
- Click on "Add category".
- Enter a unique name for the new category.
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Define category as structured and Smart Ticket:
- Check the box for "This is a structured category".
- To now turn the "Structured Ticket" into a "Smart Ticket", activate the "Smart Ticket" field for the newly created category.
Viewing Smart Ticket categories in the App
After clicking on "New request" in the Service Center, the created Smart Ticket categories are displayed at the top and can be selected directly. The remaining categories are available in a dropdown list under "Other categories".
Designing Smart Tickets
In addition to the previous text fields, dropdown lists can also be added in "Smart Tickets". These can be chained and combined with text fields, allowing residents to provide specific information.
Important notes
- Availability: Smart Tickets can currently only be used via the Allthings App. An implementation in the Cockpit's Service Center is planned.
- Permissions: To use the feature, you need the "App Admin" and "Issue Management" permissions.
By using Smart Tickets, you can optimize the information flow and increase efficiency in issue management.