Knowledgebase

Overview:

REMARK 1: Please be aware ticketing is an additional module not included in your Resident subscription. Its price is £75 plus VAT per month. If you would like to enquire please contact sales@resident.uk.com.

The ticketing feature is designed to make the process of reporting and resolving maintenance issues more streamlined in Resident. The idea is to have one point where leaseholders can report an issue and have full transparency on what is happening with that issue. We, of course, tried to make it as user friendly as possible for the agents so you can save time while still providing full transparency to clients.

The article below provides you with all necessary details on how Ticketing works and how it can be helpful in your everyday work.

TABLE OF CONTENTS

1. Raising Tickets - 3 ways of receiving issues and how responses are processed
2. List of Tickets and the Ticket screen in Resident - all the tools you need
3. Settings - Admins, Notifications, Reminders, Tags
4. Ticketing scenarios - when and how magic happens

1. Raising Tickets - 3 ways of receiving issues and how responses are processed

After purchasing the ticketing module you will be assigned a dedicated email inbox 'YourAgencyName@resident.uk.com' which will be used as your transition inbox. You can link this email address to your form on the website or give it to your leaseholders. All the messages sent by you in the ticketing feature will come from that email. You will be able to configure a label to be attached to that email. Please see the example below:

- Email below has been sent from info@resident.uk.com with label MAINTENANCE which can be customized.

REMARK 2: If you have your domain on Google you can use it instead of your dedicated inbox.

REMARK 3: In future we will be adding the capability of having any email of your choice as a ticketing inbox

REMARK 4: All created tickets will be linked to a Block, Unit and Leaseholder if they have been raised from the portal or emailed from an address which is in the system. If that block has a Property manager selected the ticket will be assigned to that user to deal with.

3 ways of raising ticket:

2.1. Directly from the portal - after logging in the Director and Leaseholder will see a new tile callled 'Raise a Ticket' which allow them to submit a new issue.

Here is an example on the Leaseholder dashboard:

And after they click they will get the following pop up

Here is an example on the Leaseholder dashboard:

And after they click they will get a following pop up

2.2. By emailing your dedicated inbox ('YourAgencyName@resident.uk.com') - this will also work if you link to the inbox with a form on your website. Every email received to that inbox will be converted into ticket and notifications will be sent to the User and Admin (Please see notification section). 

2.3. Manually created by the agent.  - In the List of tickets on the  Agent's portal there is a button called 'New Ticket'. It allows us to manually create a ticket. This can be used if the issue has been reported by phone and we want to register it in the system. The only mandatory fields are 'Subject' and 'Details' but it is recommended to complete as many fields as possible

Button: 

Form to complete:

2. List of Tickets and Ticket screen in Resident - all the tools you need

The tickets section is visible under Branch Finances. Here you will see the 'List of Tickets' option and, if you have been given 'Ticket Admin' permissions, you will also see the 'Settings' option. 

Admin

Agent

• List of Tickets - This page allows us to add tickets manually and shows various lists of tickets. Every Agent will see the first two tabs (My Tickets and Unassigned tickets) and admins will also see the 'All tickets' tab.

My Tickets - shows tickets assigned to you

Unassigned Tickets - shows all tickets not been assigned to any Agent. These will be tickets submitted by users whose emails are not in the system or but users whose blocks do not have a Property Manager assigned in the system (you can assign Property Manager in Block Details section) 

All Tickets - Visible only to Admins. List of all the tickets in the system.

REMARK 6: Each list will show by default only unresolved tickets. To see also Resolved please untick 'Unresolved' checkbox on the right hand side of the page.

• Ticket Tabs - Once you open any of the tickets you will see 4 tabs: Details, Messages, Notes & Logs. Below you will find the description of each of them.

3.1.  Details - Contains details of the submitted/created ticket. Some details are locked as they were saved when the ticket is created. The rest of details can be updated as needed. Please refer to the table below.

Name	Example	Editable	Description
Submitter Name		No	- Person who submitted ticket. - Can be empty if email is not in the system. - Field saved and locked on creation.
Submitter Email		No	- Email used to submit the ticket. - Field saved and locked on creation.
Submitter Phone		No	- Phone number of submitter if he has it in the system. - Field saved and locked on creation.
Block, Unit, Owner		Yes	- These 3 fields are dependent. You must choose a Block first, then Unit and then Owner last. - If the submitter's email was in the system they will be completed on creation. - Can be changed any time.
Subject		No	- Subject added by submitter. - Field saved and locked on creation.
Assignee		Yes	- Person responsible for this ticket. Will receive notification when ticket has been responded to - Only users with roles of type Branch_Global or higher will be listed e.g. Branch Administrators - Can be changed any time. - Once a new assignee selected they will get a notification
Tags		Yes	- Custom labels created by agents allowing categorizing tickets and then using them to search and filter.
Details		No	- Details added by submitter. - Field saved and locked on creation.
Attachments		Yes	- Details added by submitter. - Field saved and partially locked on creation. - Original attachment cannot be removed but more attachments can be added
Priority		Yes	- Priority of the ticket: Low, Medium, High
Status		Yes	- Status of the ticket: Open, In  progress, Resolved - Open: tickets just submitted or responded to by the Submitter will get this status automatically - In Progress - set manually by an agent for action but not completed issues - Resolved - Issues not requiring any further action.
Works Orders*		Yes	- Works orders created from this ticket.
Tasks**		Yes	- Tasks created from this ticket

* Works Orders assigned to ticket can be easily recognized by having button 'Ticket' in their Details tab which allows you to access the ticket.

Also those works orders will ask you if you want to update the linked ticket after Instructing or completing.

and if you say Yes then next pop up with a reply form will come up

**Tasks assigned to a ticket can be easily recognized by having button 'Ticket' which allows you to access the ticket.

Also those Tasks will ask you if you want to update the linked ticket on completion and give you the same pop ups as on Works Orders.

3.2.  Messages - Allows you to see and send all correspondence regarding this ticket. Messaging in the ticket is two-way which means when you respond to the submitter they will receive your email and can respond to you directly from their inbox without logging in to Resident

REMARK 7: Messages will show you the whole conversation with the latest message on the top. By default only top and bottom message will be opened. The rest of them will be collapsed.

REMARK 8: If the new message has been received in the ticket its status will automatically change to 'Open'

The refresh button on the top left allows you to check for any replies. Otherwise the system will do it every 15 min.

'Reply All' and 'Reply' will open a pop-up in which you will be able to compose a new message:

Reply All will include all people involved in the ticket thread and Reply just ticket submitter.

Below you can see the pop-up together with each field description:

List of fields:

Field	Comment
	- subject will always be ticket's Subject and it is locked from editing.
	- You can add or remove recipients here. - You can add any email addresses which are not in Resident. Simply type them and press 'Enter' - You can email whole group of leaseholders by selecting 'Leaseholder' from the list
	- You type your message here
	- You can add any attachment to be sent with your message. - File needs to be less than 20 MB

3.3. Notes is a place where you can add, edit and delete any notes about this ticket. Notes are only visible for Agents and Admins.

3.4. Logs - here you can find an audit log with every action taken on this tickets. If you expand any item on the list it will provide you with more details.

3. Settings - Admins, Notifications, Reminders, Tags

In this part we will focus on the Settings section which is visible only for users selected to be a tickets admin.

4.1. Admins - allows you to grant more users an admin permissions

4.2 Tags - gives you a list of tags created so far by all the agents. You can delete  any tags you do not want to use but, if deleted, the tag will also disappear from the tickets it has been assigned to.

4.3 Notifications - This stores templates for all notifications built into the ticketing. You can change content of the email sent or completely disable each of them by un-ticking the 'Enabled' option 

REMARK 9 : If you disable any notification or reminder they will be disabled for all users.

4.4. Reminders - This tab contains all Reminders available in Ticketing. Reminders are emails and reports sent automatically to Agents or Admins. Each of them can be disabled in the same way as Notifications. 

Please check the table below for more details on the each reminder.

4. Ticketing scenarios - when and how magic happens

Below you can find 4 charts illustrating the ticketing process from the issue being reported to a successful solution. Before you move to the graphs please find a short explanation of its elements:

	Story type: Question - A Leaseholder/ Director asks a question which does not require any action in the system WO - Issue reported requires a Works Order to be raised Task -Issue reported requires an Agent to take some other action. Agent sets up a Task to do. Idle - Story in which no action has been taken
	Event which occurred. This is an action which happens at this stage of process
	Event which might happen. This is an action which might happen once or more. They are always places in between Events which have occurred.
	This is a set of Events which will always happen after reporting an issue. (Conf. - Confirmation)

• Story 1 (Question) - Question has been received which can be answered straight away or after a quick check.

• Story 2 (WO) - This reported issue will require raising works order in Resident and then updating the ticket. A good example here might be a plumbing problem or external repairs.

• Story 3 (Task) - Issue report does not require works order but some action needs to be taken and an agent wants to be reminded about it using a Task. The example here is a leaseholder asking if documents posted have arrived.

• Story 4 (Idle) - No action has been taken on the reported issue. A similar story will apply if at some point an Agent will stop updating his opened tickets. An example here can be someone going on annual leave.