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Getting the most out of CARS (Ticket System)
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What is the 'Ticket System'?
This page explains how you can get the most out of the Chris Shorey Lettings Ltd. 'Ticket System'. (check out the useful tip at the bottom of the page!)
First of all why 'Ticket System' and what is 'CARS'?
Tickets are a common support term often used in support and customer service industries. A 'ticket' could also be described as a support ticket or support request.
CARS is an acronym of Communication And Repairs System. In other words, it used to communicate with our tenants both ways and also it is a means of requesting repairs to their house or items within a house.
By the way, you can sign in or request a username here (opens in new window).
So, the Ticket System is a way of raising issues with the house/property that a tenant lives in, a way of asking questions (about contracts for instance) and a way whereby Chris Shorey Lettings Ltd. inform tenants of relevant information.
Each ticket is an open communication between tenants, the agent (Chris Shorey Lettings Ltd.) and contractors assigned to the ticket.
How it works - tenants
Image 1 - Tenant home screen
As you can see, I am a tenant of one of the properties managed by Chris Shorey Lettings ltd. When I sign in using my tenant sign in name and password, I initially see all open tickets.
Each tenant living in a property can sign in to the system and then view tickets (open or closed) and also see further information about the property such as Gas Safe certificates. The tenant can click on existing tickets and respond to those tickets if they have an update. Tenants can also close tickets that they think are now resolved or no longer relevant.
Tenants can start tickets from their main screen also by clicking the 'Start New Ticket' link.
Image 2 - Closed ticket
In the image above, a typical ticket is shown. This one is a closed ticket, however open tickets look the same except without the red border section at the top. In this ticket you can see that I as a tenant can re-open the ticket, I can also see the information about the ticket such as status, severity level, who it was last updated by and so on.
The important thing to note on how a tenant can respond is to simply click the 'Respond to this ticket' area. This area will expand to that you can then type in what you want to say.
One final point on tenant tickets. No one (not even administrators can edit tickets and their content, this includes times and dates and assigning of contractors and so on. The system was designed so that transparency is the name of the game.
When a tenant responds, their text is bordered in yellow. When a member of staff responds, their text is bordered in blue and when a contractor responds, their text is bordered in green.
Tenants can close and re-open tickets.
The system is designed so that emails are sent to tenants, administrators and contractors when a ticket is created, updated or when a contractor has been assigned. There is one very important thing to note about the system. Emails do occassionally go missing or the email server decides not to send out the emails for some reason. Therefore, it is highly recommended that you check your ticket system homepage every day just in case there is something important for you to know.
How it works - contractors
Contractors see very similar screens to tenants. Once a contractor has been assigned a ticket (see the section below on how it works - staff), then they will receive and email saying there is a new ticket assignment. They can then click on the link in the email or view the ticket when they sign in.
Contractors can then respond with text such as 'will be there tomorrow at 10am thanks Greg'. This update by the contractor is then visible to both tenants and staff. The contractor will then normally respond once the job is complete by responding to the ticket.
Contractors can close and start new tickets.
How it works - staff
Our Property Managers are assigned automatically tickets that they personally manage (in so far as the Ticket System is concerned). This means that any new or recently updated ticket will appear on their dashboard (see image below).
There are obviously a few extra admin menus such as Property Admin. What would be most interesting to our tenants is that there is currently one NEW ticket opened 10 hours ago. As a member of staff I would simply click on the ticket and respond by writing some relevant text and/or assigning a contractor to the task. Everytime a ticket is opened or updated by a tenant or contractor, that ticket is then displayed in the list 'Latest Ticket Updates'.
How to get a username
You need to have a user log in and password before you can sign in to the system. You do this by going to the main sign in page at www.cslcars.com and clicking the big button that says 'Request Username'.
How to start a ticket
Start a new ticket for each unique problem. Do not start new tickets for the same problem that might have resurfaced. If you do, your ticket may be closed and you will be asked to update the existing ticket.
To start a new ticket you click the text link to the left of your page called 'Start new ticket' or the button underneath your list of tickets which also says 'Start new ticket'.
Useful tip
Updating a ticket will automatically place your ticket back on the relevant Property Manager's dashboard. Want to get noticed? Then respond to the ticket but pleae don't abuse this otherwise it wil only serve to annoy.
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