Overview
When creating a ticket type, you can select which service it is linked to. The platform includes different services, and each one changes what the system does. When a service is selected, the ticket form will ask for the relevant information specific to that service, and the system will apply the appropriate logic in the background. This ensures the right data is always captured and the correct actions follow automatically.
Steps
Step 1: Go to Settings — Ticket Types
Click the Settings icon in the top-right corner, navigate to Tickets, and open the Ticket Types tab.
Step 2: Add a new ticket type
Click the + button at the top of the ticket type list to create a new ticket type.
Step 3: Fill in the configuration
Enter the name, category, level, and select the service this ticket type is linked to.
Step 4: Set the visibility — Enabled settings
Choose where this ticket type can be created from — portal, platform, or navigation app.
Step 5: Save the ticket type
Click Save. The ticket type is now active and available on the selected platforms.
Step 6: Add ticket automation
Once saved, scroll to the Ticket automation section. Here you define which actions are triggered automatically when a ticket reaches a specific status. You can add multiple automations to the same ticket type, each on a different status.
Example 1: Extra emptying
Extra emptying allows customers or staff to request an additional collection outside of the regular schedule. When this service is selected, the system captures the relevant container and scheduling information automatically.
Configuration
Name: Extra emptying.
Service: Select Ekstratømning. The system will adjust the ticket form to capture the information needed for an extra collection.
Enabled settings: Enable on portal (customers can request it themselves) and Enable on platform (staff can create it).
Ticket automation
After the ticket type is saved, add the following automation in the Ticket automation section:
Trigger — Created:
Change status: Automatically move the ticket to the next appropriate status so it enters the workflow immediately.
Assign to a team: Automatically assign the ticket to the responsible team. All members of that team will receive a notification and see the ticket in their view.
Example 2: Change container type
This ticket type is used when a customer needs a different container — for example, switching from a smaller to a larger bin. When this service is selected, the system knows a container swap is needed and guides the process accordingly.
Configuration
Name: Change container type.
Service: Select Change container type. The system will include the fields needed to identify the current and new container.
Enabled settings: Configure visibility based on who should be able to create this ticket type.
Ticket automation
After the ticket type is saved, add the following automations in the Ticket automation section:
Trigger — Created:
Change status: Automatically move the ticket forward from Created as soon as it is submitted.
Trigger — Open to In Progress:
Schedule on a route: When the ticket moves from Open to In Progress, the system automatically schedules the container swap on a route. This removes the need for a dispatcher to manually add the job, keeping the workflow moving without extra steps.
Tips
Each service in the system has its own logic — always check that you are selecting the correct service for the workflow you want to create.
You can add multiple automations to the same ticket type, each triggered by a different status transition.
Automations can be edited or deleted at any time from the Ticket automation section of the ticket type.
If a service is not available in the dropdown, contact your administrator to have it configured.