The ticketing system is an essential part of the EDL portal, enabling users to report, track and handle faults, problems or requests.  
 

1. Importance of the ticketing system

The ticketing system plays a crucial role in the management of requests and faults in technical building systems. It allows users to quickly report issues, prioritize and track the status of their requests. This allows operators to ensure efficient and transparent communication and ensure that problems are resolved quickly.
 

2. Main components of the ticketing system in the EDL portal

2.1. Ticket creation

• Users can create tickets via the EDL portal by providing relevant information such as the type of problem, the location of the installation and a description of the incident.
• Automated ticket creation: The system can also generate tickets based on alarms or other events.

2.2. Ticket tracking and processing

• Assignment of tickets to appropriate technicians or teams for processing.
• Progress tracking: Users can track the status of their tickets in real time and be informed of updates.

2.3. Escalation mechanisms

• Escalation rules: Automated escalation mechanisms ensure that tickets are handled in a timely manner by forwarding them to higher levels if they are not dealt with within a set timeframe.
• Priorisierung: Tickets können basierend auf ihrer Dringlichkeit und Wichtigkeit priorisiert werden, um sicherzustellen, dass kritische Probleme zuerst behandelt werden.
   

3. Functions of the ticketing system in the EDL portal

3.1. User-friendly interface

• Intuitive user interface for creating, tracking and processing tickets.
• Customizable forms for recording relevant information during ticket creation.

3.2. Automation of processes

• Supported ticket creation based on alarms or other events.

3.3. Notifications and escalations

• Notifications about the status of tickets and updates by e-mail or in the user interface.
• Automatic escalation of tickets if they are not processed within a specified time frame.
   

4. Advantages of the ticketing system in the EDL portal

4.1. Efficient troubleshooting

• Fast recording and processing of faults or problems through ticket creation and assignment.

4.2. Improved communication

• Transparent communication between users and technicians about the status of tickets and updates.

4.3. Increase in customer satisfaction

• Rapid response to queries and problems leads to greater user and customer satisfaction.

4.4. Effective resource management

• Optimal allocation of resources by prioritizing and escalating tickets based on their urgency and importance.

The ticketing system in the EDL portal is an indispensable tool for the efficient management of faults, problems and inquiries in technical building systems. Through the automated recording, assignment and processing of tickets, it enables a rapid response to problems and thus contributes to improving operational efficiency, communication and customer satisfaction. With careful implementation and continuous optimization, the ticketing system can develop its full potential and offer added value for operators and users.