Ticket management
To access your company’s tickets, hover over the Dashboards option on the left-hand side and select Tickets.
To facilitate management, you can access the overview and the quick filters. To navigate between them, click on the arrows. Within quick filters, you can enable the "My tickets" option and the dashboard and quick filters will be updated to show only tickets owned by you.
On the left-hand side of the screen, you can choose to view All, Open, Unread or Closed tickets.
On the opposite side, you can use the search bar to look for keywords and use the dropdown menus to look for specific elements, such as Reported date range, Service review, Building, Priority, Phase, Status, Property Team. If you choose the option More Filters, it is also possible to filter according to Deadline date range, Created via, Owner, Supplier, Category, Fund, Portfolio, Tenant, and Type.
Selecting the cog icon will allow you to choose which columns should be visible - note that the ticket ID is always visible - and reorganise them according to your needs. The changes applied here also apply to the export.
To give you an overview of the tickets, as well as quick access to some of the features, the issues are listed and sectioned in the following columns:
- ID: ticket ID.
- Work order: work order ID.
- Name: name of the ticket.
- Chat: notifications from the ticket's chats.
- Reported: date and time of reporting.
- Building: which asset is the issue regarding.
- Tenant: occupants of the reported location.
- Unit address: name and address of the location.
- Ticket owner: which team member is the ticket owner.
- Priority: low, medium, or high priority.
- Phase & Status: ticket status and phase according to the workflow.
- Site visit: date and time of the site visit.
- Created via: phone, email, or site visit.
- Supplier: service providers assigned to the issue.
- Category: type of issue reported.
- Deadline: final date to fix the issue.
- Type: type of request.
- Notes: possible to add and read notes.
- Reporter: name and email address of the ticket reporter.
- Service review: star review about the provided fix, the supplier communication and the management company.
On the furthermost right-hand side of the lines, you should see a three-dotted icon. It gives you quick access to updating the deadline, changing priority, assigning an owner, reminding suppliers (depending on ticket phase), and deleting the ticket.
If you click on the name of the ticket, you will be redirected to the ticket’s page, where you can edit the information, create work orders, communicate with the interested parties, and see the updated activity.