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Plan / Drive
The first phase of resolving a ticket is the Planning and Driving phase.
The Planning phase can consist of gathering information about the upcoming appointment.
Where do I have to drive? What is the problem I have to fix? Are there any attachments I need to check?
Once you know what awaits you, you can initiate the Driving phase.
The moment you click on an upcoming appointment, you will be granted with the for the ticket relevant details like Contact, Tickets, Parts and Files (Android-only).
From here on you can directly contact the enduser via phone by clicking the Call button or initiate the drive to the enduser by clicking the Drive button. You can also Report Delays.
You will be prompted with a Drive prompt. Accept it to proceed.
The Drive tab presents you with already passed driving time, enduser contacting possibilities, a Start Navigation button (helping you to navigate with Google Maps), a Pause button, which stops the timer and a I arrived at location button, which will let you enter in Phase 2: Appointment.
Report delays button
You can report delays by using this button. Select the estimated delay by clicking on the corresponding item. You can choose between Up to 30 minutes or 30 minutes to 1 hour or More than 1 hour. Optionally you can leave a comment for the dispatcher by typing a message into the box. Click on Send afterwards to successfully report the delay.
Drive button
The drive button lets the system know that you started driving to your destination.
Pause button
The Pause button will stop your Driving timer.
I arrived at location button
Let’s assume you arrived at end users’ location. Then it’s time for the Appointment phase. Tap the I arrived at location button to initiate Phase 2: Appointment. Tap on Yes again to confirm.
Call button
If you want to reach the end user while driving you can do that by pushing the Call button. You can push either the green call button in the top bar or use the button in the Contact tab. The button might be useful to inform the end user that you may arrive later than expected for example because of traffic jams.
Email button
You can also contact the enduser via email to inform him by clicking the Email button.