Ticketing - or how to communicate efficiently

We developed the Ticketing module to allow you to communicate easily and efficiently between colleagues and teams.

The scenarios we have thought of are:

• Communication between your support team and your dispatchers. An example could a request from a recipient who wishes to postpone the delivery.
• The need to add additional information to a task or round after delivery or pick-up. An example could be a delivery that turned out to be more complex than expected, having an impact on the invoicing of your service.

Ticketing is fully customizable to meet your needs. If you are interested in this module, please contact your Customer Success Manager to activate it and help you in your first steps.

Overview:

1. Setup
2. Ticket creation
3. View a ticket
4. Process a ticket

1. Setup 

Once the module has been activated by a member of Urbantz, the Ticketing module can be configured in the administrative section of your platform (Administration> Platform> Ticketing).
It is necessary to configure at least one type of ticket. On the contrary, labels and categories are not mandatory.

Type
The type of tickets is unique. It corresponds to a very general classification of tickets on your platform. Examples of ticket types could be: information, action, invoicing, client_absent or requests.

ℹ️. Please note that the type name can only contain letters and numbers. Accents, special characters and spaces are not accepted. The type description can contain any type of character.

Categories and subcategories
Categories allow you to further specify the subject of tickets. For example: “postpone delivery” (with the potential sub-categories “hour”, “day” or “week”).

The blue arrow at the end of the line allows you to add a subcategory to the main category. The minus symbol allows you to remove the corresponding line and the plus symbol allows you to add a main category.

Labels
A final level of ticket classification are labels. You can assign multiple labels to one ticket. For example finance, logistics, support, fr, nl etc.

The last configuration option you have is the option of limiting the number of exchanges between your teams. For this purpose, we have provided the toggle "Allow only one comment per ticket". This configuration allows you to avoid ping-pong conversations; if a question is asked, only one answer can be given.

2. Ticket creation

The creation of a ticket can be done at the task or round level.
In the detail of a task or round, you will find a Tickets tab (if the module is activated on your platform) with a plus symbol on the right side.

Some ticket fields are mandatory to fill in (title, priority and type). Category, description and labels are not required but helpful.

You can assign a ticket to a specific person or leave it unassigned for someone to take ownership.

3. View a ticket

You can access the list of tickets from the start page of your platform. The tab icon shows how many new tickets are to be processed, that is, tickets with the status "open". 

From the moment a ticket is processed, the counter of open tickets is reduced. If the counter shows 99+ in red, it means there are more than 100 tickets to process.

As with all views in Urbantz, you can customize it and save your preferred view. Columns can be sorted and filtered, you can add and remove them.
A very important column in the context of ticket processing is the "status" column, it allows you to view open, processed, and/or closed tickets.

At the top right, you can search by task or by round.

4. Process a ticket

By clicking on one of the lines, you can display the detail of a ticket, assign it and process it. The ticket detail is composed of the initial ticket, the task or the round it's attached to and any added comments.

By clicking on history, you can see the changes that have already been made to a ticket.
As part of the processing of a ticket, it is recommended to assign it to yourself (if this is not yet the case) so that your colleagues know who is in charge of the ticket.

At the bottom of the page, you can leave one or more comments so that anyone who opens a ticket after you has additional information that you may have found out.

Once you have finalized the processing of a ticket, you can indicate it by clicking on “mark treated”.

If you later wish to close the ticket, you can click on “mark closed”. This action is irreversible.

Closed tickets are not lost, they are saved and linked to their respective task or round. They can be viewed in the ticket view by selecting the ticket status “closed”.