Eliona as a Ticketing Platform

Introduction

Eliona has an integrated ticketing system that can be used either standalone or integrated into existing projects. In this academy, you will learn how to use Eliona as a standalone ticketing platform to efficiently manage service requests. The need for a central ticketing system arose from LEICOM AG's transition to digital services in 2024, where traditional communication channels like email and phone were replaced by a central platform. Eliona's ticketing can, of course, also be used in an existing project, but the focus of this guide is the standalone ticketing system without integration with building management systems or similar.

Use Cases

Eliona can be used in various scenarios, either standalone, as at LEICOM AG, or as a separate project within an existing Eliona instance. Typical applications are in a company's internal service desk or for customer service. In this course, you will learn how Eliona can be flexibly adapted to different requirements to effectively manage both internal and external service requests.

General Structure

Eliona's ticketing system is designed to make accessing and managing service requests simple and clear. Customers access the system via a website and log in with an individual account. After logging in, they receive an overview of their open tickets and can submit new requests. The customer's service objects are managed in "Assets," where they can view detailed information about their service objects.

As soon as a new ticket is created, it goes directly to the service team, which processes the requests and forwards them to the responsible employees. The customer can track the progress of their ticket at any time and communicate directly with the service team via a comment function. After processing, the ticket is marked as closed and removed from the list of open tickets.

The following chapters will describe the specific views and functions for administrators, service employees, and customers in detail.