Tickets (Dashboard, Intake Form, Outtake Form, Workflows , Worksheets, Timers, Custom Fields, Recurring Tickets, Rework Tickets, Ticket Automations , SLA)
Overview of Ticketing inside RepairShopr
- How do I create a ticket?
- How do I delete and restore a ticket?
- How do I add/view charges to a ticket?
- How do I order parts on a ticket?
- How do I change a ticket number?
- How do I create canned responses on a ticket?
- How do I create an attachment on a ticket?
- How do I view all my tickets?
- How do I export all my tickets?
- How do I add multiple tickets on an invoice?
- How do I get notifications when a ticket is assigned to me?
- How do I know what triggers a change in the ticket status and progress bar?
- How do I add a Bin number to a ticket label?
- How do I create tickets via inbound email?
Let's pretend the customer already exists in your database. The standard ticket creation page looks like this:
Assigned Customer Contact: Use this to create a ticket under a point of contact's name, instead of the main customer on the account.
Ticket Appointments: Click this button to create an appointment. It will reveal options that look like this.
You can learn more about ticket custom fields here.
Assets: Click this button to attach a customer asset to the ticket.
Ticket Info
Email: Sends an email to a customer and also includes a preview of the email address you're sending to.
Private Note: Add a private note to the Ticket for internal eyes only. These will NOT be sent to customers. They become "Internal Comments" once sent and appear highlighted in the Communication Log.
Public Note: This option does not get emailed to the customer, but is visible within the Customer Portal.
SMS: This will only appear if you have SMS enabled for a customer, and it will send a text message to them just as it did prior to this update.
Email + SMS: This will only appear if you have SMS enabled for a customer, and it will send a text message and an email to the customer.
In the Communication creation window, you will notice an attachment icon that you can use to add Ticket Attachments to the Communication. These will appear in-line with each Communication entry in the log. Similar to the attachment showing in-line with each Communication entry, any labor time log entries will also appear in-line.
As you scroll through Ticket Communication entries in the log, you will see these in-line items, as well as some icons on the far right side of each entry. These icons indicate things like whether the communication was an email or an SMS message, and even if the customer opened the email.
Change History:
Search, Sort and Filter Options
In the ticket tab you can create filters or group ticket types to make finding tickets much easier.
You can also save searches so that you can simply get back to a search with a click of a button.
Tickets Tab Column View Customization
It is possible to choose from a variety of categories of data to have displayed on the Tickets Tab by clicking the Customize button.
A pop up will appear showing all of the categories. There are quite a few to choose from. You can even select from Custom Fields!
NOTE: We don't restrict the number of active columns. Choose too many and the column width may adjust to be too small.
Grouping Tickets allows you to group tickets by attributes so that they are more organized and easier to distinguish on a page.
You can create search filters and save them so that you can easily get to a particular search at any time. For example, maybe you only want to look at the tickets for a particular technician, creating a search filter will make it easy for you to refer back to this technician's tickets at any time.
When creating a news Search, you can choose to sort the columns so that the next due ticket is at the top of the list for instance!
Ticket Dashboard
The Ticket Dashboard is a great way to view the status of your tickets at a glance. You can easily Chrome Cast it to a company monitor so that everyone is on the same page or simply click over to get a sense of where tickets are in your workflow.
What it Does
- Allows you to view Ticket Statuses at a glance using assigned colors
- Set an amount of time for when a particular status enters red or yellow status
- Set an amount of time before tickets enter yellow or red status
- Apply to all company users or create personalized dashboards
- Create shareable URLs to display the dashboard somewhere like a TV!
What it Doesn't Do
- Send out alerts ( This needs to be set up using the Notification Center)
- Does not create statuses (Ticket Statuses are created in Ticket Settings)
To access the ticket dashboard head over to your "Tickets" tab and select the drop down that says "View", then click "Open Dashboard": 
Ticket Breakdown:
1. Wrench Icon appears if the ticket still needs Diagnosis
2. Ticket Number
3. Envelope Icon appears if a customer replied to the ticket
4. When the ticket was last updated
5. Customer Name
6. Ticket Status
7. Assigned Tech
Settings Breakdown:
* Hours until Red/Yellow
How many hours until the software colors the ticket Red/Yellow
Minutes to Warn before Due Date
How many minutes until the software warns you a ticket is due
Yellow Override
Time in hours that the status turns yellow (ignores 'Hours until Yellow')
Red Override
Time in hours that the status turns red (ignores 'Hours until Red')
*Color for -
Assigns a custom color for that specific status
Create Shareable URLs for the Dashboard
To create a shareable URL head to the Ticket Dashboard and scroll to the bottom of the screen. There is a button called "Manage Dashboard Share Links", click to head in.
Next a pop up will appear with a button to create a new link. You can also see the other already created links here, along with loction (if you are a big chain), create time stamps and by who. You can also clear the links from this screen as well.
Note: If you are a Big Chain, make sure to click the Map Pin icon to select the location display to filter the dashboard URL you want to make to a specific location.
Once you click the green Create button, the screen will refresh and at the top of the page a URL will be displayed that can be used to access the Dashboard.
NOTE: When viewing the shared URL dashboard, any tiles clicked will take you to a login screen and not inside the ticket. This is due to security.
Troubleshooting
The "Hours to Close Last MTD/This MTD" stat only begins to populate once there is ticket data for the last month. If you have not closed at least 1 ticket in the last month until today or the current month until today, then no data will be displayed.
If you have created new custom Ticket Statuses and are not seeing them after clicking on the Settings Icon, you can reset your settings by clicking on the Trash Can Icon and then your Custom Ticket Statuses will appear.
Please note that clicking the Trash Can Icon will delete all of your settings, so be sure to keep track of them so you can re-apply them after the reset.
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Intake Form
To start, go to Admin > Tickets > Preferences, and then tick the "Enable Intake Form" checkbox:
Then, go to Admin > PDF/Email Templates to see the Intake Form Template. Click it to customize the Terms that your Customers will agree to after Ticket Creation:
Scrolling down the screen, you will be able to add Ticket Worksheets for more customization. You can even add the Ticket Worksheets tag on the template to include them in a email or print out. Other tags can be found in the template editor. -- {{ticket_worksheet_tables}}
Finally, you can have your Terms displayed and at the bottom capture a signature from the customer.
You can reference all signed Intake Forms by going to Actions >Intake form their associated Ticket:
The Intake Form can be printed from the Ticket Detail page by clicking the PDF button or if you are using AutoPrintr or Cloud Print by clicking the Print button.
Outtake Form
What it does:
1. To start, go to Admin > Tickets > Preferences, and then enable the Outtake Form setting:
To view the Outtake Form after it's been signed, just click on Actions > Outtake Form from the Ticket Detail Page.
Using the Outtake Form in your workflow
You can have your customers sign the Outtake Form before or after they make a payment on the invoice that is associated with the ticket.
Another workflow is to finish working on the ticket, make the Invoice, accept payment, and then have the customer sign the Outtake Form. In this situation, you'll be prompted to resolve the ticket and open the Outtake Form after payment is accepted.
Welcome to Ticket Workflows! This new feature allows you to create and save multiple different workflows to create tickets, customers, and more all on a single page.
Here is what it does:
Getting Started with your own Workflows
First, you will want to build your first ticket workflow. You can begin by heading to “Admin” > “Workflows” under the “TICKETS” section.
Here you can edit your currently existing workflows, create a new workflow, or run a specific workflow. You will not have any workflows, to begin with, so let's click "+ New Workflow" to create your very first Ticket Workflow.
To begin, I would add a Ticket Workflow name and any sections you would like to have in your Workflow. Any values you enter into the default values will be automatically populated with those values when you run the workflow, so you will not have to manually change settings every time you run the same workflow. You can also move sections up and down, edit each fields' visibility, and much more:
Once you are done configuring your ticket workflow as you see fit, click save to try out the workflow!
Running a Workflow
Now that you have created your Workflow, let's try it out! You can run a Workflow by selecting "Run Workflow" when viewing the Workflow, or on the Ticket Workflows screen. Also, now that you have Ticket Workflow created, your default will be used whenever you try to create a ticket anywhere in RepairShopr! For example, if you head to "Admin" > "Tickets" and create a new ticket, your default workflow will be loaded up and ready to take for a spin.
Additional Settings
Troubleshooting
- You MUST have a customer and a ticket section in your workflow. Otherwise, you will not be able to create a ticket!
- Account-wide settings apply to ticket workflows. So if an email address is required to create a customer, it will also be required here. This also includes requirements on custom fields.
Ticket Worksheets
What it Does:
- Create a checklist for repair or services for your techs to follow.
- It allows you to create Ad-Hoc lists as the need comes up.
- An optional way of showing your customers the work you performed on their device.
What It Doesn't Do:
- Manage your life...for now
Setting Up Worksheets
The worksheets have a "Template" that is how you define the fields, what Ticket Custom Fields automatically get the worksheet, etc. They also sit on the Ticket Detail page - and that is where you will mostly interact with them.To get started, navigate to Admin > Tickets > Ticket Worksheets. Once there you can create a new Ticket Worksheet by entering the title of the worksheet into the "Title" field and clicking the "Create Worksheet template" button shown here:
You can specify if they default to Public (visible on PDFs) - or Private. This means you can choose whether or not a customer is able to see the Worksheet on their Customer Portal.
Using Worksheets (On a Ticket)
When you are looking at a ticket with worksheets added, it looks something like below.
Printing Worksheets
Ticket Timers
- Overview
- Ticket Timer Options
- Ticket Timer Tags (other tags too)
- Multiple Ticket Timers
- View All Active Timers
Looking to track time on your tickets? This overview shows you how you can do that in the system.
Start by heading to Admin > Ticket Preferences > "Enable Ticket Time Tracking module" > Save
Now when you are on a ticket, there will be a section call Labor Log.
Important Note: Products in the Labor category will show in the Rate dropdown.
Clicking the View Log button you will have the ability to manually create a Log, you can see a list of all-time logs for the ticket and choose to add the time log as a billable item.
The logged charges can be added to the Ticket Timer charges here. Uncharged time will show a button called "Charge Time." Charges added to the Ticket Charges will show as a Red button called 'Clear Charges.' Charges added to an invoice will show a 'Invoiced' button that will take you to the invoice.
There are some options available for Ticket Timer that enhance its abilities. These are all located at Ticket Preferences > Advanced section.
Ticket Timer - Round UP to number of minutes
This will make it so that your timer logs will round up to the nearest minute selected from the drop-down. Handy if you work has minimum time charges.
Labor Product for Ticket Timer labor charges
This will allow you to select your default labor product that the timer uses when it creates charges.
Customize Text for Ticket Charges
This is especially useful because you can customize what customers see in the charge description on invoices. This can use Ticket, Customer and Asset tags! There are also Ticket Timer specific tags as well!
{{ticket_timer_notes}}
{{ticket_timer_tech}}
{{ticket_timer_date_and_times}}
{{ticket_timer_date}}
{{ticket_timer_start_time}}
{{ticket_timer_end_time}}
{{ticket_timer_total_hours}}
{{ticket_timer_total_minutes}}
Ticket Tags:
{{ticket_number}}
{{tech_name}}
{{tech_bio}}
{{tech_photo_url}}
{{ticket_creator_name ticket_date}}
{{ticket_due_date appointment_start_time}}
{{appointment_end_time}}
{{ticket_location}}
{{ticket_subject}}
{{ticket_problem}}
{{ticket_meta_details}}
{{ticket_custom_fields initial_comment_body}}
{{initial_comment_date}}
{{initial_comment_tech}}
{{assets}}
{{asset_properties}}
{{invoice_disclaimer_template}}
{{ticket_disclaimer_template}}
{{intake_form_terms}}
{{signature_line}}
{{signature_date}}
{{signature_img}}
{{outtake_signature_line}}
{{outtake_form_terms}}
{{problem_type}}
{{password}}
{{ticket_barcode_string ticket_worksheet_tables}}
{{ticket_worksheet_tables_compressed}}
{{ticket_images_rendered ticket_link ticket_url}}
Multiple Ticket Timers
You can start and run the Ticket Timer on multiple tickets at once. We even made it easy to track. When you have a timer running, there is a drop-down that appears at the top of the RepairShopr UI.
Clicking the dropdown will display all of the running timers.
View All Active Ticket Timers across the account
(IMPORTANT): All Global Admins will have immediate view access to this feature. Non-Global Admins will need a Security Groups' permission activated called "Ticket Timers - Overview" before they are able to see the All Timers page.
There are 2 ways to view all active Ticket Timers on an account.
Click on the Active Timer dropdown at the upper right of the page and at the bottom of the list there is a button called "All Timers" that can be clicked.
The second way is to head to the Ticket Tab and click on the View button > Active Timers.
Active Timer Page
User: The tech that started the timer
Customer: The customer on the ticket
Ticket: Link to the ticket
Ticket Title: The Ticket Subject
Labor: Which type of labor is selected for the timer event
Duration: Current length of time the timer has logged on a ticket
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Ticket-Custom Fields
- Was the laptop with a power cord (let's not lose it!)
- Additional Items with Computer: _______ (laptop bag, CDs, etc)
- Usernames for accounts
After doing so, you'll be prompted to name your new custom field type. Note that this name is what will "hold" the actual fields themselves.
After creating your custom field type, click Manage Fields.
Click the New Field button.
As mentioned, you can add multiple custom fields to a custom field name. So in this example, "New Computer Check-in", I can create multiple fields, like a text field for "Password" and a drop-down for "Operating System."
If I mark both as required, technicians will need to fill these out before the ticket can be created.
After creating your new custom fields, you'll see them on the right side of the screen when you create a new ticket:
We recommend spending some time working with custom ticket fields on a few test tickets before going live to make sure they're set up the way you want.
After you create the ticket, you'll see the custom fields on the ticket page itself. If you need to edit the information put in, you can use the Edit Custom Fields button.
**PLEASE NOTE**
If you add a required field to a Ticket Type that is already assigned to some tickets, those tickets will all be in an invalid state - and won't be editable until you fill in those required fields.
If you rename a custom field, and it has already been assigned and filled with data on some tickets, the data in the original naming will not be visible anymore.
If you name two fields the same name, your data won't save properly and may cause errors when trying to save data.
Additionally, special characters such as / and ? are not allowed in the names of custom fields.
After turning this setting on, you will need to head over to a ticket and click on the Actions button > Make Recurring
By clicking this button, you can configure the start date and frequency of the Recurring Ticket.
Recurring Template Name is a way to know which Recurring Ticket it applies towards.
Frequency means how often the Recurring Ticket will get created.
Run Next At is the next time the ticket will get created and will start its Frequency cycle from.
Recurring Tickets Administration Options
You can access all of your Recurring Tickets by navigating to Admin > Tickets > Recurring Tickets.
Clicking into the Recurring Tickets link will show you all of your Recurring Tickets across all customers along with the Next Run Date. You can click on the Yellow Pencil icon to make edits or the red 'X' to delete the Recurring Ticket.
Clicking on the Edit button will show you more specifics about that particular Recurring Ticket. You can make edits to the name, frequency and next run date. You are also able to see all of the tickets that have been created by the Recurring Ticket job.
Rework Tickets
Rework Tickets are Tickets that you have finished working on but need to re-open for additional work. You can create a Rework Ticket and RepairShopr will create a separate Ticket from the Original for better tracking.
How to use:
You can find all of your existing Rework Tickets by navigating to:
Admin > Reports > Tickets > Rework Tickets.
To create a new Rework Ticket, navigate to a Resolved Ticket and select: New > Rework. 
When you select this option, a new Ticket will be created from the original with "Rework" added to the subject.
You will also see a pop-up that will allow you to choose to return the original line items on the Ticket.
These line items will only show up if they were added to the previous ticket through the Add/View Charges as opposed to adding charges from an invoice. 
It is also important to note that you only do this one time. After selecting the number of products to return the product will be added to a new RMA in the Returns Manager. If you complete the previous step more than once, multiple products will be added to the Returns Manager and can cause issues with your product quantity.
If you choose to return them, they will be added to the Ticket Charges of the Rework Ticket with an anchor icon and a price of $0:
When the Rework Ticket is created, the previous Ticket comments will be added to the initial Private Comment, as shown here: 
You can also access the original Ticket and the original line items by clicking on the links in the "Ticket Info" box on the left: 
Ticket Automations
Ticket Automations is a way to get things to automatically happen to tickets like; IF a ticket isn't updated in 4 hours, let us know in slack!
How it works
You can setup an Automation and then every hour or so they will run on all your Open Tickets. They will try to match some rules, and then do an action. They don't run "on the hour" - but they will every hour.
Watch the Feature Friday video on it here:
Troubleshooting
The main thing to note is these don't run on Resolved Tickets.
Require Intake Form with Ticket: Customers must sign your Intake Form, containing your Terms and Conditions before moving forward with the Ticket Creation.
Tickets do not email initial problem by default: Customers are not notified of the initial recorded issue during the Ticket's creation.
Enable Due Dates: Allows you to set due dates for Tickets, that will trigger notifications as needed.
Enable Ticket Assignment: Allows you to assign Tickets to specific Techs.
Create Tickets from Leads (if valid): When a valid Lead is captured, you have the option to convert it to a Customer + Ticket.
Enable Ticket Time Tracking module: Allows you to track how much time is spent on any given ticket by revealing the Ticket Time Tracking module. Also integrates with Toggl
Enable Recurring Tickets: Allows you to schedule recurring dates for Tickets.
Hide Ticket Status in Customer Portal: Customers will not be able to see the status of their tickets when they're logged into the Customer Portal.
Show Ticket Types in Tickets List Page: From the main Ticket View, you'll be able to see the Ticket Type Column
Additional Settings:
Enable Ticket Priorities: Allows you to set Ticket Priorities on Tickets so your team knows what to address first:
Private Staff Email: This is where you'll receive alerts from your account.
Inbound Email Alias: This allows you to use your own email instead of the default email in the application.
Tech Reminder Email: Certain reminder triggers will go here to alert all of your Technicians.
Ticket problem types: Create a list of all your commonly encountered problem types. Separate with commas, and use no spacing.
Ticket Status List: Create a list of all your desired Ticket Statuses:
Labor Product for Ticket Timer Labor Charges: Using the Time Tracker Module from a Ticket (See Above), you can track time spend on a ticket, and add this time as a Labor charge to that same ticket when the work is complete. You can learn more about Ticket Timers here
- Fill in the Labor item you'd like to use for Ticket Timer Labor Charges in Ticket Settings.
- Start tracking time on a Ticket.
- When you're finished, stop tracking Time.
- Click "View Log" on the Ticket Timer:
Customize Text for Ticket Timer Charges: Insert Ticket or Customer tag here to have them default to the description for all ticket timer charges!
{{ticket_charge_description}}
{{ticket_charge_user}}
{{ticket_charge_date}}
{{ticket_charge_quantity}}
{{ticket_charge_price}}
What it Does
The 'SLA' module allows you to define and manage your promises to your customers. Each agreement you create can specify how long a ticket is allowed to go without a response, how long before it must be resolved, which tech should start with the ticket, and who the ticket should be escalated to if these promises are broken.You may assign a Service Level Agreement you've created to an individual ticket or to a contract. If assigned to a contract, all tickets created under that contract will be defaulted to having that agreement. (You can edit the agreement to use if needed.)
Notifications about SLA breaches can be configured in the Notification Center.
What it Doesn't Do
A Service Level Agreement does not directly interact with the billing or invoicing system. We will not automatically apply a discount for your customers if the agreement is breached.Service Level Agreements are specified in minutes, not hours or days. If you want to specify a longer time period (more than a few days), those should still be handled manually for now--but post in the feedback forum so we know how many people would like that!
Tour
Service Level Agreements may be managed from contracts page:
or from the administration page's side menu here:
When creating a new SLA, or editing an existing one, you'll get a form like this, for you to fill out with your agreement details:
SLAs may be assigned to contracts, to apply to all work for a customer, or to individual tickets. Breach of SLA (not providing an initial response in time or not resolving a ticket in time) can trigger notifications, configurable in the Notification Center.
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Tickets FAQ:
How do I create a Ticket?
There are a ton of ways of creating Tickets!
You can click on any of the top 3 big green buttons on the main screen.
You can click the "+" icon in the top right and click any of the top 3 selections.
You can click on the Tickets Tab and locate the green button on the right that says 'New Ticket'
You can create a Ticket from the Customer's Detail screen!
And there are more!
Next, once you have clicked New Ticket you will need to search for or create a customer (This will depend on which path you took to start the ticket).
Once you have either created or found your customer, you can continue by clicking Create Ticket. The following screen is where you enter in the Ticket Details.
The 3 highlighted sections are the only required fields necessary to create a Ticket. Everything else is there depending on the level of depth you want to capture about the Ticket you are creating. Once you have entered the information you want to capture, simply click Create Ticket.
That's it! Good job opening the ticket!
How do I delete and restore a ticket?
Deleting a Ticket is super easy, but remember...With great power comes great responsibility!
Deleting a Ticket
Navigate to the ticket you wish to delete. Next click on the Actions button and at the bottom of the drop-down, you will find a 'Delete" button.
Recovering Deleted Tickets
It is possible to recover a deleted ticket. Navigate to Admin > Reports > Tickets > Deleted Tickets*
Click the Deleted Tickets link and the next screen will show you a list of the tickets that have been deleted. You can click the green 'Restore' button to restore the ticket.
Once the ticket is restored you can navigate to the Tickets Tab and can locate the ticket.
The Add New Item section will allow you to add inventory products or manual line items to the ticket. You can add inventory products by typing the product name in the "Name" field and selecting the product as it pops up below.
Click on the "Make Invoice" button to convert the charges to an invoice. If an invoice is opened directly from the ticket with the pending charges, then the charges will automatically be added to the invoice and will not be displayed in the Shopping Cart.
In the Shopping Cart you can see the total price for the line item charge, the ticket it is on, the name of the line item charge, and the status of the ticket. You also have the option to add individual line item charges from tickets or add them all in one go using the "+Add All" selection at the top.
Workflow Example:
One workflow that works really well when paired with the Ticket Charges feature is accurately tracking the time spent on specific tickets and then charging that time to the customer. For example, you could do the following:1. Track the time worked
This is done by using the Ticket Timer on tickets, either by manually entering the time as it was tracked or by pressing the start/stop buttons on the timer itself. This is also the place where you can add notes about what was done to track what kind of work was performed.
2. Finalize the charges for time worked
Once all of the time is in the Timer Log, you can click "Charge Time" to bring the charges over to the Ticket Charges area. We can do this as many times as we want, and it will gather all of the charges together to be billed.
3. Charge the customer for the time worked
Make an invoice from the ticket and all of the charges will automatically be brought over and added to the invoice. You can then add additional items, or just bill the customer the charges.
Things to note:
- If an invoice is created from a ticket with charges, the charges will be brought over to the invoice automatically.- A green checkmark will appear next to a ticket charge line item that has been added to an invoice
Back to FAQ
How do I change a ticket number?
To do this, start by opening your most recent ticket and click 'Edit'
From here, change the ticket number to the first number you want to appear in the sequence. For this demonstration, we chose ticket #12298. Click 'Submit' when finished.
NOTE: If you change your ticket number to a number that is already in use, you will receive an error that the ticket number has already been used - so be certain that the new sequence is unique and has not been used on your account in the past.
How do I create canned responses on a ticket?
Canned Responses are an easy way of quickly responding to common questions and other messages. Some basic uses for canned responses could be to reply to common questions, quickly give out information or complex instructions, or even making sure your technicians are giving out the right information by writing the messages for them as a canned message.
Setup:
You can manage your Canned Responses by navigating to Admin > Tickets > Canned Responses. Once there you'll see a list of your existing Canned Responses like so:
You can access your Canned Responses right from a ticket for easy retrieval and usage. Just navigate to a Ticket and scroll down to the New Ticket Comment box to get to the "Canned Responses" button shown here:
When you click these buttons, you'll get a pop-up box that displays all of your current Canned Responses that you have set up:
You can click the "Insert" button next to each response to add it to the New Ticket Comment box. Clicking this will only add the Canned Response to the New Ticket Comment box where you can modify it further, it will not automatically send that message to the customer.
You can click the "modify" link at the top to quickly access the Canned Responses Admin page where you can add/remove/edit all of your Canned Responses. You can also access this page via the Admin menu at: Admin > Tickets > Canned Responses.
Examples:
Here are a few examples that you may find useful. You can use these as ready-to-go canned responses, or you can modify them to fit your needs:Approval:
Hi there,
Thank you for your response. We'll proceed with the fix and let you know when it's ready to pick up.
Diagnosis:
Hi there,
We took a look at your computer and the issue is *. It will be $ to repair. Shall we proceed with the fix?
Hi there,
Just following up on your diagnosis. The issue is ***. It will be $*** to repair. Shall we proceed with the fix?
If so, you can follow the link to the Online Portal and click your invoice to make payment.
Hey there - your computer is all set.
Drop Off:
Hey there,
Can I create an attachment on a Ticket?
You can add an attachment to a Ticket by navigating to the Ticket Details page and clicking: Actions > Add Attachment
This will show a pop-up box allowing you to select a file to add to the Ticket. You can add images multiple ways with the default being a local file on your computer:
When the file is added to the Ticket, you will be able to scroll down the Ticket Details page to see the attachment in the "Additional Details" box:
Attachments can be made public or private. Once the attachment is attached to the ticket you can send it via email by clicking on the attachment drop-down just below the Public Ticket Comment
box:
Things to note:
- After an attachment is set to "public", a customer can view the attachment on their ticket when they log into the Customer Portal. If the attachment is "private", the attachment will not be shown in the Customer Portal.- You can add an attachment to an existing ticket by emailing it in. To do this, put "TICKET:#" (without the quotes, and with your actual ticket number replacing '#') as the very first part of your subject, and send the email into your Mailbox or Default Inbound Alias. Any attachments on that email will get attached to the ticket.
The word 'TICKET' must be in all caps immediately followed by a colon and the ticket number
- You can also send a regular email into your account email and any attachments on the email will turn into attachments on the Lead/Ticket.
By default, all of the Tickets are displayed except for those marked with "Resolved" or a Custom Ticket Status that contains "Resolved". You can modify the search to display specific Tickets you want to look at, and to modify the search to show every Ticket you will want to do the following:
Showing Every Ticket:
First, navigate to the Tickets tab and click on the buttons next to "Status in Not" and clear all the filters off the ticket search as shown here. This will display all tickets.
To view, every Ticket, set up your filters like in the image below. "Status is Not" should have nothing selected, and "Status is" should also be blank. Because none of the filters have any options selected, none of them will be applied and you will be presented with a list of all of your Tickets.
Exporting Every Ticket:
You can also export all of your Tickets to a CSV file for further sorting/organizing or historical data collection purposes.
Back to FAQ
How do I add multiple tickets to an invoice?
Do a ton of work for a customer or client during the month and only want to have a single invoice?
You're in the right place.
It's pretty straightforward. Head to the invoice and if there is a ticket related to the customer with Pending Charges on it, these will show up above the Line item section.
To add Ticket chargers from an unrelated ticket, simply click the Add button on whichever ticket you want to add or click Add All.
Just head over to Admin -> Notification Center 
Now you can enable a flag that turns on the notification when a ticket is assigned, and choose how the user is notified;
And then when you are on a ticket, and you change the assignment to them, they get notified! 
The Ticket status will change when one of the three main things happen:
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An invoice is created
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A client sends a response,
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We send a message with a subject including a trigger.
- When an invoice is created, ticket status changes to "Invoiced"
- When a client sends a response, ticket status is changed to "Customer Reply"
The subject drop-down is hardcoded to a few different ticket statuses and ticket behaviors, though some do not change the ticket's status, it will be highlighted on the Progress Bar Widget instead
Issue - Default subject when creating a ticket.
Ticket status remains unchanged.
Diagnosis - Used to send the client the diagnosis and recommended repair options.
Changes ticket status to "In Progress"
Changes "Diagnostic" in the progress bar to green (completed).
Contacted - Used to record communications with the client.
Ticket status remains unchanged.
Approval - Used when work has been approved.
Ticket status remains unchanged
Changes "Work Approved" in Progress bar to green (completed).
Parts Order - Used to alert the customer that part was ordered.
Ticket status changes to "Waiting for Parts"
Parts Arrival - Used to alert the customer that a part arrived.
Ticket status changes to "In Progress".
Update - Used as an update to the client.
Ticket status remains unchanged.
Upgrade - Used when recommending new parts.
Ticket status remains unchanged.
Completed - Used to alert the customer when work is complete.
Ticket status remains unchanged
Changes "Work Completed" in Progress bar to green (completed).
Other - Used as a misc message update.
Ticket status remains unchanged
How do I add a Bin number to a ticket label?
If you are using the small Ticket Labels, the 1.125" x 3.5" format that we automatically print - and also happen to want a Bin Number or Location field on that label, we added a feature to support that.
If you go to your Ticket Types (Admin >Ticket Custom Fields > Manage Fields) and add a text field called "Bin" - (maybe to each of your ticket types)
For more information see Ticket Custom Fields
If that is filled in at ticket creation, we'll stick that bin number on the ticket label - like this:
How do I create Tickets automatically from inbound Email?
- Setting up a Mailbox
- Troubleshooting
- Automatically create tickets
- Automatically create tickets with email rules
- Ticket CC Magic
In the software, there is a concept of a "Lead" which is sort of a light-weight inbound contact request. Web forms and inbound emails will generate these. You can flip on a setting to have the system automatically convert these to Tickets if possible - meaning if there was enough information present for a valid ticket to be generated.
We also recently added a concept of a "Mailbox". This is sort of like the standard email mailbox, it's an email address. This is the way you can set up support@yourcompany.com to pipe into your account. Using Mailboxes you can configure on a per-mailbox basis if you want an autoresponder to be sent, or if it should just make a Lead, or try to convert all the way to a full-fledged Ticket.
Ok - So the "best" way to do this is to go to create a "Mailbox" that will have your email on it, then configure the Autoresponder settings there in the mailbox.
Setting up a Mailbox
First - head to Admin > Mailboxes, and click "New" 
Put in your email like "support@yourcompany.com" and give it a name, hit "Create Mailbox"
Next, you'll need to "Activate" this mailbox, this is just a simple step that tells us if you have forwarded your email address correctly.
Follow the steps to forward your email address to us, setup your SPF record if you want, and then send us that test email. 
Great, now you can make this mailbox the "Primary" if you want all your outbound emails to send from this email address. This way replies always come back into the system properly. (do it..)
Ok - Now the really fun part, on the Mailbox Edit Page you'll see some choices: 
Descriptions:
Automatically create tickets from emails to this mailbox - if unchecked, emails will create Leads. If checked, they will try to make a Ticket.
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Send Lead/Ticket Autoresponder - If a ticket fails to be created, it will still make a Lead. With this ON we will use the new Lead and Ticket Autoresponder templates from the Email Templates page (Admin, Templates, Email)
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Set Issue Type - Choose the Issue Type for Tickets created in this Mailbox
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Set Ticket Status - Choose a Ticket Status for Tickets created in the Mailbox
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Assign Ticket - Choose a tech to assign to the Tickets created in the Mailbox
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Advanced - AutoResponder Overrides - in here you can customize the Autoresponder template on a per-mailbox basis
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If you are unable to activate your Mailbox, be sure to whitelist the forwarding address to prevent the system from blocking it.
Alternate Method - Leads (global setting, simple)
First, you'll need to enable Leads. (Admin > Leads Preferences). This makes the system process your inbound emails differently to support this feature. 
Which email address should I give to customers?
The inbound email alias email defaults to yourbusiness@reply.repairshopr.com. For details on which email to use or how to use your own email domain see our article here.
Please note:
If you change your subdomain your old Inbound Email Alias will no longer receive and process emails to your account. The Default Inbound Alias can be found under Admin > Tickets > Preferences > Additional Settings > Inbound Email Alias, and you'll need to instead start using the new subdomain in your alias to receive emails at that address.
If you are using a Mailbox you do not need to change anything as the mailbox does not use the subdomain in the address.
Automatically create tickets
To have incoming emails automatically converted to tickets if the sender of the email matches an existing Customer (or a Contact of the Customer), navigate to Admin > Ticket Preferences and select "Create Tickets from Leads". 
This setting affects any inbound email to your email alias that isn't already another type of classifiable message, like a reply to an existing Ticket or Estimate.
Automatically create tickets with Email Rules:
These rules will give you the power to assign an UNKNOWN inbound email to a customer, or even a contact under a customer. Think of these fields as a 'search' - so you can input partial address/subjects and we'll apply the first rule that matches.
You can create Email Rules by navigating to Admin > Leads Preferences and clicking on "Email Rules". 
Example: Subject filter
Maybe you want any emails with the subject containing "medcorp" to attach to your customer called "Medical Corp". Just create a rule with the subject filter having "medcorp" and attach the email rule to that customer and add a dot (period) in the email field.
Example: Email address
Perhaps you get emails from many employees at the same company, and you would like to auto-create a contact for every new email that comes into the system. Just create a rule with the "Email Address" set to their domain, eg, 'medcorp.com', and then any inbound email that contains their domain will attach to the correct customer. You can also check the box "Auto-create Contact" and if there isn't a contact, we'll create one for the resulting Ticket.
Auto-Assign ticket to an employee using Email Rules:
If you are auto-creating tickets from your leads, you can even have the rule auto-assign the ticket to one of your employees.
Create Email Rules from Customer Detail
You can create and manage Email Rules at a customer level from the Customer Detail screen. To do this, head to the Customer Detail page for the customer you want to manage. Then, click the Edit button > Custom Fields.
Once there, you can enter your customer domains and Email Rules will be automatically created and attached to your primary mailbox.
There is a new section on the Customer Detail screen called Email Rules. From there, you can manage the differing Email Rules for the customer.
Note: Email address cannot use popular free email services as Mailbox Rules are designed to work with the domain. Using a popular free email service would cause all the emails from that domain to go to a single customer, so they are not available for use.
Email Rules are applied in order from the top down and once an email rule criteria is met, they will stop processing additional email rules.
Forwarding Customer Emails
If you want to forward customer emails into the system, we've added a special bonus for you: just forward it in from an email that is a User Account and the resulting Lead/Ticket will have the customer information attached properly!
It is also possible to send a email in to your Mailbox and attach it to an existing ticket. Add the instructions below to the subject of the email. You can use this from tech tools or other automated systems to automatically attach documents/logs to tickets.
Simply insert: TICKET:1234
"TICKET" must be capitalized followed by a colon then the ticket number you wish to attach the email to.
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