Managing Tickets
Managing Tickets
Creating a ticket
- Go to Tickets in the left navigation
- Click New Ticket
- Search for and select a client
- Select the service address
- Enter a service description
- Set priority and optional service window
- Click Create Ticket
Ticket actions
From the ticket detail page you can perform the following actions depending on the current status:
Action | Available when |
|---|---|
Assign Technician | Status is Open |
Reassign | Status is Assigned or In Progress |
Start Ticket | Status is Assigned |
Complete | Status is In Progress |
Put On Hold | Status is Assigned or In Progress |
Resume | Status is On Hold |
Cancel | Any 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
Updated on: 06/07/2026
Thank you!