If you have access to the web portal (https://secure.1placeonline.com), you can manage your assigned tickets and view all other tickets available to you via Ticket Register.
To access the Ticket Register click the 'Ticket Manager' tab and click ‘Ticket Register” at the very top.
The user will be brought to a page with two tabs:
Tickets Assigned to Me:
The table below has multiple ticket fields which provide information on each ticket, with more detail being able to be accessed by clicking on the blue subject lines. Tickets you're assigned to can be actioned via the 'Quick Action' button or by clicking on Subject to action on the next page loaded.
Quick Action:
Clicking this button will trigger a pop up screen where you can update the Status to the next and add in a Comment.
'Save' will notify the next person in the Workflow automatically, so they know they're now assigned to the Ticket to take further action.
Action by clicking on Subject line:
Benefit of going into the ticket details is that you can see the following specific information:
• Ticket Workflow
• Ticket details including attachments
• Checklist Questions if checklist is attached to this ticket
After reviewing/adding more information to this ticket, you can update the ticket status:
Once updated, click on Save & Exit button located on the right hand side.
Note: If you're adding extensive contents to the ticket, we strongly recommend time to time click on 'Save & Continue', as the web portal doesn't have auto-save function unlike our web/mobile app (https://app.1placeonline.com). By clicking on 'Save & Continue', it saves your progress and let you stay on the ticket page.
What are the other buttons?
'Exit Without Saving' acts as like a back button, in case you modify the ticket details, it doesn't save any changes and simply exit out.
'Print' exports ticket details in PDF format. We often refer to this as Ticket report. The PDF includes photos that are attached to this ticket.
All Other Tickets:
Your Profile will determine what Tickets you see in the 'All Other Tickets'.
The User will only see Tickets in Categories they have access to, and Centers / Rooms they have access to.
However, they are not part of the Workflow and therefore can't update the Ticket Status. They can add Conversation, asking Users in the workflow to provide them with an update.
New Ticket & Bulk Ticket
Within the Ticket Register area you may create a new ticket, or create a new bulk ticket.
Click the green buttons at the top right to get started.
Within the 'New Ticket' section you are able to create and assign a new ticket to one specific franchisee or site.
Within the 'Bulk Ticket' section you are able to assign the ticket to a franchisee or site alias. This means a large group of franchisees or sites will receive the ticket instead of just one, hence it being the bulk ticket option.
On the New and Bulk Ticket options there are further options below to customize your Ticket:
Priority: How much urgency this ticket has to be completed.
Due Date: When the ticket must be completed.
Subject: What the ticket is regarding.
Ticket Content: Explain what this ticket is.
Email To: Choose who to email the ticket to.
Upload Attachments: You may upload attachments such as docs, photos, etc.
Once you have completed these options, click one of the Save options on the right.