This article walks through the full lifecycle of an extra emptying request — from the moment a citizen places the order in the self-service portal, to the driver completing the stop, to the ticket closing automatically in the platform.
1. Citizen places the order in the self-service portal
The citizen logs into the self-service portal and selects Extra emptying – residual missorted from the list of available request types.
They then select the relevant container, optionally pick a preferred date, and submit the order through a short guided flow.
Once all steps are completed, the portal confirms the order has been received.
2. Ticket arrives in the platform — status: Open
As soon as the order is submitted, the platform creates a ticket automatically. Customer service can see it immediately in Tickets → Overview, tagged with the source Portal and status Open.
Opening the ticket shows all relevant details: the property address, ticket type, creation time, and the full event log tracking every status change.
3. Ticket automation moves it to In Progress — scheduling the stop
The behaviour from this point is controlled by the ticket type configuration under Settings → Tickets → Ticket automation.
For the Open → In Progress transition, the system is configured to Schedule in route. Depending on your setup, this can be done:
Manually — a customer service agent opens the ticket and assigns it to a route.
Automatically — the system places the stop on the correct route based on route scheme and area rules.
When scheduling manually, a dialog presents the available routes. The agent selects the appropriate route and confirms.
The ticket status updates to In Progress and the stop appears on the selected route.
4. Driver starts the route and completes the stop
The driver opens the navigation app, sees the route with all stops, and starts driving.
The extra emptying request appears as a dedicated stop on the route, clearly labelled with the address, container ID, and waste fraction. The driver completes the stop directly in the app.
5. Platform reflects the completed stop
Back in the platform, the route view updates in real time. The stop is marked as completed, and the route information panel on the right shows the current progress.
6. Ticket closes automatically
Once the driver completes the stop, the ticket status changes to Completed without any manual action from customer service. The event log on the ticket records the full history — from creation through each status transition to final completion.
Tip — Notify the property contact automatically
If your organisation wants to inform the citizen when their extra emptying has been carried out, you can add an action to the In Progress → Completed transition in the ticket type automation settings. For example, you can trigger an SMS or email notification to the property contact at the moment the ticket closes. This keeps citizens informed without any manual follow-up from customer service.