Create a new ticket
To create a ticket, follow the steps below.
Step 1: Click on the New Ticket button on the top right-hand side of the screen.
Step 2: A pop-up will appear, where you can select the building you want to create a report about, and click on Continue.
Step 3: A window will open where you can add the following:
- Name of the issue: e.g. Leaking Sink.
- Tenant: select a tenant from the dropdown menu or enter their information manually.
- Unit/Area: in case you have units created within your building, you will be able to select a specific one from the dropdown menu.
- Issue address: once the building is selected, this field will be filled automatically.
- Exact location: e.g. Unit 15, Floor 2.
- How was the issue reported: choose from the dropdown menu if the issue was reported by phone, email, or site visit.
- Category: select the type of issue being reported, e.g. Cleaning, Snow Removal, Lifts.
- Does the issue pose a health and safety risk?: select "Yes" or "No" depending on the health and safety risk of the issue being reported.
- Reporter phone: enter the reporter's phone number.
- Description: add information about the issue, e.g. what is happening, when it started, possible causes, what is the impact.
- Files: attach photos, videos, and other files related to the issue.
Final step: Save the information you have added. Once saved, you will be redirected to the ticket’s page.
On the top left-hand side of the screen, you can edit the name of the issue by clicking on the current title and making the changes. Right beside the name, you should see a three-dotted icon. Clicking on it will give you the option to manage the notification settings or delete the ticket.
You can also change the ticket’s priority by clicking on the current priority-level and choosing between Low, Medium, High, and Critical. The deadline can also be edited by clicking on the date.
Below the header, you can see Location and Details. Location shows which asset the issue is referring to, its exact location, and the Technical Manager. The Details section shows the category, description, and attachments added to the issue.
On the right-hand side of the screen, you should see a menu with the asset information, and the following tabs:
Tab 1: Details contains information about the ticket, such as owner, tenant, reporter and their contact info, category, exact location, description, and attachments; this is also where you can make changes to the contents.
Tab 2: Chat is where you can communicate with the issue reporter, supplier and/or the internal team.
Tab 3: Notes is where you can add notes regarding the issue.
Tab 4: Activity shows updates made to the ticket, including the date and time those changes were made.
On the footer of the page, there are instructions to review the issue before creating the work order. On the bottom right-hand corner, you can click on Create Work Order, Reject, or Skip to ‘fixed’. To learn more about those options, access the article create a work order.
If you have any questions, please contact our Support team.
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