Fleet Management

Introduction

With Fleet Management (submodule of "Ticketing"), you can ensure that selected employees receive a work offer for each new service case that falls under their responsibility. This functionality is aimed at service employees who are actively involved in performing customer service. Since offers can be accepted, declined, assigned and cancelled, this enables a structured organization of service case processing. In contrast to employees specified in the Notifications submodule (article), these employees only receive notifications as long as they are actively involved.

How it works

1. Groups are created in the submodule (picture).
2. The responsible group is selected individually for each creation flow (picture).
   Note: Groups can only be assigned to the ticket creation flows of the template in which they were created. However, you can use the copy function to copy groups to other templates (picture).
3. When a ticket gets created, the members of the responsible group receive an offer. Which notification channel or notification strategy is used can be selected in the advanced notification settings (article).
4. The offer receivers can either accept or decline to work on the new service case. Regular service employees (role: member) cannot work on tickets unless they have accepted the offer (picture) (picture). Other employees can see the status of their decision (picture). If they decline an offer, they will no longer receive notifications for this specific ticket.
   Note: Regardless of the employee's decision, a supervisor (role: moderator or administrator) can assign or cancel a ticket offer to this employee at any time (picture).

How to create a new Group

1. Select TEMPLATES from the side menu.
2. Select a template for which you want to create the new group.
3. Select the Modules tab.
4. Select Fleet Management (submodule of Ticketing) from the side menu.
5. Click +NEW GROUP.
6. Enter a title for the new group, e.g., "Service Technicians".
7. Specify whether the names and profile pictures of the members of this group should be displayed to users after they create a ticket (picture)(picture).
8. Click SAVE.
9. Click +ADD OFFER RECEIVERS.
10. Switch between the tabs to select the Employees, Departments, Meta Teams, and Teams you want (picture).
11. Click DONE.

How to assign a Group

1. Select TEMPLATES from the side menu.
2. Select a template.
3. Select the Modules tab.
4. Select Ticket Creation Flows (submodule of Ticketing) from the side menu.
5. Select the ticket creation flow to which you want to assign the group.
6. Click the pencil icon to activate edit mode.
7. Open the drop-down menu below "Fleet Management Group" and select a group.
   Note: You can select only groups from the Fleet Management submodule of the same template.
8. Click SAVE (picture).

Default Group

If no specific group has been selected, the group at the top of the list will be the "Default Group" (picture)(picture). This group is used if no specific group has been selected for a creation flow or if no ticket creation flows exist.