Incident Management

The incidents list

Navigate to Incidents in the sidebar to see every vehicle incident across your fleet. The page header shows the total incident count and provides several controls:

• Add Incident button — Create a new incident manually with driver and vehicle selection
• Bulk Actions — (Reserved for future use)
• Export CSV — Download the current filtered list as a spreadsheet for offline analysis or reporting

Quick filters

A row of quick-filter buttons lets you instantly narrow the list by status:

• All — Show every incident regardless of status
• New — Only incidents in NEW status, waiting for initial triage
• In Review — Incidents actively being investigated
• Closed — Resolved incidents

Search

The search bar below the quick filters lets you search by vehicle plate number or driver name. Results update as you type.

Advanced filters

For more targeted queries, expand the advanced filters to filter by:

The table updates immediately as you change filters. The result count above the table reflects the filtered total.

Incidents table

Each row in the table displays:

• Status badge — Color-coded: orange for NEW, amber for IN_REVIEW, green for CLOSED
• Incident type — Formatted from the type code (e.g., "Minor Scratch", "Major Damage")
• Reported at — Date and time the incident was reported
• Vehicle — Plate number, make, and model
• Driver — Full name of the reporting driver
• Dispatcher — Assigned dispatcher name (or empty if unassigned)

Click any row to open the incident detail page.

Incident detail page

The detail page provides a comprehensive view of a single incident, organized into a two-column layout with incident metadata on the left and photos on the right.

Incident information

The top section shows the core incident data:

• Type — The classification of the incident (Minor Scratch, Major Damage, Window, Tire, Other)
• Description — Free-text description provided by the driver when reporting
• Occurred at — The date and time the incident actually happened
• Reported at — When the report was submitted in the system
• Location — Text description of where the incident occurred

Involvement details

Fleet captures details about what was involved in the incident:

• Another Vehicle — If the incident involved a collision with another vehicle, the system records the other driver's name, license plate, phone, email, address, and witness information.
• Stationary Object — If the vehicle hit a stationary object, the type (fence, wall, pole, gate, other), description, and owner contact details are recorded.
• Other — For incidents that do not fit the above categories.

Fault attribution

When another vehicle is involved, the driver indicates fault:

Witness information

If the driver indicated witnesses were present, their names and phone numbers are listed. If the driver said yes to witnesses but did not provide details, a note indicates this.

Police report

The detail page shows whether police were present at the scene. If a police report was uploaded (either as a photo from the mobile app or a document from the dashboard), it is displayed with a link to view the full image.

Photo gallery

The right column shows all photos attached to the incident in a scrollable gallery. These photos are captured by the driver at the scene and provide visual evidence of the damage, surroundings, and other vehicles or objects involved. Click any photo to view it at full resolution.

The status workflow

Every incident progresses through three statuses:

1. NEW — The incident has been reported but no dispatcher has reviewed it yet. This is the initial state for all incidents, whether created by a driver through the mobile app or manually by a dispatcher. New incidents appear in your dashboard alerts as P0 priority.
2. IN_REVIEW — A dispatcher has acknowledged the incident and investigation is underway. Move an incident to this status once you have reviewed the initial report and begun gathering additional information. Use the status change buttons in the Actions section of the detail page.
3. CLOSED — The incident is resolved. Move to this status when investigation is complete, repairs are arranged (if needed), and any insurance claims have been filed. Closed incidents remain accessible for future reference.

Each status change is recorded in the Status History Timeline at the bottom of the detail page, showing who made the change and when. This provides a complete audit trail of how the incident was handled.

Assigning a dispatcher

The incident detail page shows the assigned dispatcher. Incidents reported from the driver app may arrive unassigned. You can assign yourself or another dispatcher to take ownership of the investigation.

Cost tracking

When the cost_analytics_enabled module is active, the incident detail page includes a Cost Information card where you can record:

• Estimated cost — Initial damage estimate
• Final damage cost — Actual repair cost after quotes or invoices
• Downtime days — How many days the vehicle was out of service

These fields help your organization track the financial impact of incidents over time.

Claims panel

Also gated by the cost_analytics_enabled module, the Claims Panel lets you create and manage an insurance claim linked to the incident. You can record:

• Claim reference number
• Insurance company details
• Claim status and amounts
• Notes and correspondence

Claim pack generation

When the claims_insurance_pack_enabled module is active, a Generate Claim Pack button appears in the incident header. Clicking it produces a formatted PDF document that compiles all incident data — photos, driver statement, vehicle information, witness details, police report, and cost information — into a single file ready for submission to your insurance company.

AI communication generator

When the ai_claims_assistant_enabled module is active, an AI Communication button appears next to the claim pack button. This tool uses AI to draft professional communication templates based on the incident data — for example, a letter to the insurance company, a notification to the other party, or an internal summary for management.

Repairs panel

When the vendor_workflow_enabled module is active, the Repairs Panel appears on the incident detail page. This panel lets you create repair jobs linked to the incident, assign them to vendors, and track repair progress and costs.

Creating incidents manually vs. receiving from driver app

Incidents can enter the system in two ways:

1. From the driver app — Drivers report incidents directly from Fleet Go while on the road. These arrive with photos, location, and the driver's description already filled in.
2. Manually from the dashboard — You can create an incident using the Add Incident button from the incidents list or from a vehicle's detail page. You will need to select the vehicle and driver, enter the incident type and description, and optionally upload photos.

Your role in incident management

As a dispatcher, you're the first responder for every incident report. How quickly and thoroughly you triage incidents directly impacts insurance outcomes and driver trust.

A well-managed incident — documented within hours, with complete photos and accurate classification — is an easy insurance claim. A poorly managed one — documented days later with vague descriptions — becomes a dispute.

Recommendations

• Aim to move every NEW incident to IN_REVIEW within 4 hours of receiving it. The longer an incident sits untriaged, the harder it is to gather accurate information.
• When assigning fault, be fair and consistent. Drivers who feel the process is rigged will stop reporting honestly, which is far worse than any single incident.
• Use the AI communication generator to draft insurer emails even for small claims. It takes seconds and ensures nothing is omitted from the correspondence.
• Review closed incidents weekly to spot patterns. If the same vehicle or route keeps generating incidents, escalate to the owner — the root cause may be a vehicle issue or a training gap.