Service requests
Register service requests (notifications) and resolve them with OWNER using Tickets and Work Orders, which can also involve external parties.
What is it?
Within OWNER, you can easily register and resolve service requests (notifications) from, for example, tenants. We do this with two useful features: Tickets and Work Orders. With Tickets, you register the notification, and with Work Orders, you can instruct external parties to address the issue, or part of it.
Thanks to Tickets, notifiers can automatically be kept informed about the progress of their notification. With Work Orders, you send external parties a clear work order with details such as the notifier, the problem, and the address. We also track the status of Work Orders to ensure they don't remain open unnecessarily.
Why do I need it?
When notifications are not registered correctly, you lose oversight, and there's a risk of forgetting whether a similar problem has occurred before and who resolved it at that time. It's also essential to keep the notifier informed about the progress of their report, without this involving too much additional work. To manage this efficiently, use the Ticket and Work Order functionality within OWNER.
How does it work?
When a notification is submitted on the OWNER platform, it's automatically converted into a ticket in your OWNER environment. If the notification arrives by email, you can also easily convert it into a ticket. If the notification is received in other ways, you'll need to manually create a ticket.
A ticket begins by default in the "New" phase, so you know straight away when a new report has been added. When creating the ticket, you're asked to designate the responsible party for the ticket, the one who gets notified about the new report.
While creating the ticket, you choose a title, describe the problem, and link the ticket to a specific person, unit, or installation. If there are people linked to the ticket, they're automatically kept informed of the progress and can view the ticket online on the OWNER platform.
You can add notes to the ticket, upload files, create tasks, and more, all to maintain clarity. Move the ticket to the appropriate phase to track the next steps required.
Note!
We're currently working on a feature to auto-change the status of tickets, enabling direct communication with the ticket's contact person.
Moreover, we're developing a feature allowing you to create workflows yourself. With this, you can set rules like, "If something specific happens with the ticket, then this and that should automatically occur." We aim to make ticket management even more efficient with this.
If resolving a ticket requires involving an external party, you can easily create a work order. If you do this from the ticket, the description and title of the ticket are automatically transferred to the work order, so you don't need to re-enter them.
When creating the work order, you're prompted to choose the service party responsible for resolving the order and whether they should receive reminders. We recommend enabling these reminders. Once the order is sent, we ask the recipient to accept it. If they don't, they receive automated reminders.
The service party can view the task online on the OWNER platform. As soon as the task is created, they receive an email with a special link to the page displaying the task. This page is only visible to the parties involved. Here, they can view the order, accept, decline, mark as completed, add comments, upload files, and more. If the order's status changes, e.g., to "Accepted" or "Completed," the responsible party for the work order is informed, and the status is automatically updated in your OWNER environment.
Note! We're developing a feature to auto-close tickets, whereby all work orders linked to that ticket are automatically marked as "Done." This will make the management of tickets and work orders even more efficient.