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Managing Tickets

Creating a ticket​

  1. Go to Tickets in the left navigation
  2. Click New Ticket
  3. Search for and select a client
  4. Select the service address
  5. Enter a service description
  6. Set priority and optional service window
  7. Click Create Ticket

Ticket actions​

From the ticket detail page you can perform the following actions depending on the current status:

ActionAvailable when
Assign TechnicianStatus is Open
ReassignStatus is Assigned or In Progress
Start TicketStatus is Assigned
CompleteStatus is In Progress
Put On HoldStatus is Assigned or In Progress
ResumeStatus is On Hold
CancelAny status except Completed or Cancelled

Hold reasons​

When putting a ticket on hold you must select a reason:

  • Waiting for Parts — Parts needed to complete the job are not available
  • Waiting for Approval — Customer or management approval required
  • Rescheduled — Job has been moved to a different time
  • Customer Not Home — Technician arrived but could not gain access

Adding notes​

Notes can be added to any ticket from the ticket detail page. Notes are visible to all team members by default.

Check Internal only to make a note visible to Dispatchers and Admins only — technicians will not see internal notes.

Filtering tickets​

Use the status tabs at the top of the ticket list to filter by:

  • All
  • Open
  • Assigned
  • In Progress
  • On Hold
  • Completed
  • Cancelled