How to use Ticketing

Creating Tickets

Code Users can create tickets via:

  • the Ticket Overview (picture)
  • action buttons in the Assistant. Note: This is only possible if you have created action buttons that reference a ticket creation flow (picture).

The responsible employees (see related article: Fleet Management) are immediately notified of new tickets so that they can get in contact with the code users as quickly as possible.

Service Employees can create tickets via:

  • the Tickets Overview (Mobile Application) (picture)
  • the Tickets Tab (Back Office) (picture)

Note: For employees, an additional step automatically appears in the creation flow, in which they have to specify whether the ticket is "Internal" or "Public".

Ticket Creation Flows
To create tickets, users need to answer the questions asked in each step of a ticket creation flow. For more information, please read this article: Ticket Creation Flows

Ticket Creation Flow Example
Ticket Creation Flow (Example)

Ticket Status

Ticket Status EN

Employees can manually change the ticket status. However, when a ticket offer is accepted, or an employee was assigned, the status automatically changes to “ASSIGNED”.

Progress StatusMeaning
DRAFTNot all steps of the ticket creation flow have been completed yet. No ticket offers have been sent out yet.
OPENThe ticket has been created. Ticket offers have been sent.
No employee has accepted their ticket offer yet. No employee has been assigned yet.
ASSIGNEDAt least one employee has accepted their ticket offer or has been assigned.
IN PROGRESSAn employee is working on the ticket.
DONEThe ticket is done, but the code user has not yet rated it.
CLOSEDThe ticket is closed. Code users can no longer create updates or write messages.
CANCELLEDThe ticket has been cancelled.
Visibility StatusMeaning
INTERNALOnly employees can see this ticket.
PUBLICEmployees and code users can see this ticket.

Working on Tickets

1. Getting notified

Depending on their individual notifications settings, service employees are notified of new tickets via push notifications, notifications in the browser, and/or emails. For more information on notifications, read this article: Notification Settings.

Ticket Offer Notification
Service employee gets notified

2. Getting informed

In the ticket details view (picture), service employees can view the information provided by the code users in order to assess the individual service cases.

Ticket Details
Ticket Details

3. Accepting ticket offers / Getting assigned

Before employees (role = member) can start working on a ticket, they must either accept an offer for this ticket (picture) or be assigned to it by an administrator or moderator (picture). Only then can they use the messenger and create updates.

Accepting a ticket offer

4. Getting in contact with code users

As soon as an employee has accepted an offer for a ticket or has been assigned to it, the status of that ticket automatically changes from "OPEN" to "ASSIGNED".

Employees can now use the messenger to contact code users, request additional information, provide support, etc. (picture). Note: Employees using the mobile application can access these features by clicking on the menu button (picture).

Messenger Functions

  • Text messages, including bold and italic fonts
  • Multimedia messages (pictures, videos, etc.)
  • Voice messages
  • URL links
  • Text Assistant links
  • Links to new video sessions

For more information on the messenger, please read this article: The Messenger

Service employee writes message to code user

5. Performing Customer Service

When starting to work on a ticket, the status should be changed to "IN PROGRESS" to signal code users that a service employee has started working on the case.

Changing the ticket status

Often times, the messenger is all that is needed to resolve a service case, as it offers many options for giving precise instructions to the code users. However, if the case cannot be resolved remotely, detailed information can be collected in advance in order to optimally prepare the service employees for the on-site deployment.

Updates
In addition to messages, information can be shared via updates. Updates consist of text and/or attachments, and are intended to be used for publishing details on the progress of a service case. This way, a digital service record detailing every step of the case is automatically created (picture).

Note: Internal updates can be created for information that should only be visible to employees (picture).

6. Closing the ticket

After the service case has been completed, the ticket status must be manually changed to "DONE" by an employee. If the rating feature is deactivated, the ticket status will automatically change to "CLOSED".

Changing the ticket status to DONE

7. Rating the ticket

If the rating feature is activated (picture), tickets will remain "DONE" until a code user has submitted a rating. As soon as a rating was received, the status automatically changes to "CLOSED".

For more information on ratings, please read this article: Ratings

Code user rates the ticket

Closed tickets

Closed tickets remain available to both code users and employees via the tickets overview (picture). However, code users can no longer make changes, add updates, or write new messages. To reach out to customer service, they must create a new ticket.

Note: Employees can reopen closed tickets if necessary (picture).

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