Ticket

Definition:
A ticket is a service request or service report created to document, manage, and resolve specific problems, inquiries, or tasks.

Purpose:
Tickets serve as a central tool for communication and collaboration between code users and employees. They enable structured tracking, management, and resolution of service cases by consolidating all relevant information in one place.

Key Characteristics:

• Information Storage:
  Contains all essential details about a service case, such as descriptions, attached files, user communication (Messenger), and information about the associated device and, if applicable, the customer (provided this information is stored in the system and linked to the device).
• Categorization:
  Tickets are automatically categorized through various ticket creation flows offered to users, such as:
  
  • Problem Report
  • General Inquiry
  • Spare Parts Order
• Ticket creation flows are defined at the template level.
• Visibility:
  • Public Tickets: Accessible to code users and employees.
  • Internal Tickets: Visible only to employees.
• Priority Levels:
  Tickets can be assigned one of three priority levels:
  • LowNormalHigh
  Employees can adjust the priority to reflect the urgency of the ticket.
• Multi-User Access:
  Both code users and employees can access and interact with tickets, ensuring collaboration and transparency.
• Efficient Task Allocation:
  Tickets support the automatic assignment and tracking of tasks via the Fleet Management module (article).
• Status Tracking:
  Each ticket features a status bar that visualizes the ticket's progress from creation to resolution.
• Rating Functionality:
  Upon completion, tickets can be rated by code users to provide feedback on the service quality (article).

Benefits:

• Centralized Management: Provides a platform for documenting and tracking service requests.
• Efficient Collaboration: Enables clear and structured communication between code users and employees.
• Prioritization: Ensures critical issues are addressed quickly through priority settings.
• Transparency: The status bar keeps all parties informed about the ticket's progress.