Setting up deliveries

Configuration · Modules · Tickets

With deliveries, reception or the mailroom registers every incoming parcel in Gfacility. A delivery is a ticket with its own class, its own reference (DLV-123) and its own workflow, so you can see at a glance which parcels are still waiting and who collected what. With label scanning, staff take a photo of the parcel label and Gfacility fills in the recipient, their organization, the carrier and the tracking number for them.

This article covers what an administrator sets up once. You need the rights to manage ticket templates and workflows.

What is already in place?

Step 1. Create a ticket template with the Deliveries class

1. Go to Settings and, in the module configuration group, open Ticketing templates. For how templates work in general, see Templates & collections.
2. Create a new template, for example Parcel received.
3. Under Class, choose Deliveries. This is the only thing that turns an ordinary template into a deliveries template.
4. Save the template and set it to active.

Note that the class is fixed once the template is saved. If you picked the wrong class, create a new template.

When it is saved, a deliveries template automatically gets these settings:

• The Deliveries workflow. The ticket type field is set to Deliveries and hidden, so every delivery lands in the right workflow.
• The Scan label question. The create form shows a Scan label button. On the ticket itself, after it is created, the button is off by default.
• The organization follows the recipient. The organization is derived from the person the delivery is for, using their primary organization.

Step 2. Check the template’s questions

Open the question builder of the new template and check these points:

• Requested for is the parcel’s recipient. Label scanning fills in this field, so the template must have this question. It doesn’t have to be visible, but if you hide it, don’t give it a fixed default user: a hidden field with a fixed value keeps that value and ignores the scanned recipient.
• Title can stay empty. After a scan, Gfacility fills in Delivery for [name] if the title is still empty.
• Description gets the lines Carrier: … and Tracking number: … after a scan. Keep this field visible so staff can check them.
• Scan label on the ticket. If you want to scan a label after the delivery has been created, for example for a second parcel, make the Scan label question visible on the ticket as well.

The photo of the label is always attached to the delivery, even when the attachment question is hidden on the form.

Step 3. Check who can change the status

The Deliveries workflow has four statuses of its own, instead of the standard statuses a new ticket type gets:

By default only the Administrators and Facility Managers groups can move a delivery to the next status. The link is made on the group name. If your groups are named differently, or if reception handles deliveries, give that group the transitions in the Deliveries workflow. Otherwise those staff can create deliveries but cannot mark them as picked up. For how statuses and transitions work, see Workflows.

Step 4. Let the recipient know a parcel is waiting

Gfacility does not message the recipient automatically. If you want it to, create an automation on tickets that runs when the status becomes Awaiting pickup, with the condition that the template’s class is Deliveries, and that sends an email to the recipient. That way the recipient only hears about it once the parcel is actually ready, not at the moment it is registered.

How does label scanning work for staff?

1. When creating a ticket, staff choose the deliveries template and click Scan label. On a phone or tablet the camera opens straight away.
2. Gfacility reads the label and looks for the recipient among the active users.
   • Recognised with confidence: the recipient and organization are filled in.
   • Not certain: staff pick from up to five suggested colleagues.
   • Not recognised: staff choose the recipient themselves.
3. The carrier and tracking number go into the description. The recognised carriers are PostNL, DHL, DPD, UPS, FedEx, GLS, TNT, Amazon, Budbee, Trunkrs and Bpost, as long as the name is printed on the label.
4. Nothing is saved automatically. Staff check the details and then create the delivery.

Finding deliveries

Deliveries are ordinary tickets and appear in the ticket overview. Filter or group on class = Deliveries and save it as a filter, for example Parcels waiting with the status Awaiting pickup. To find one parcel, type its reference, such as DLV-123.

You can read more about this feature in the 2026 Q3 release notes.