Overview of Ticketing

The ticketing system is one of the core features in RepairShopr. In this article, you can find the answers to most questions regarding the ticket system. Use the table of contents below to jump to the information you need.


Table of Contents

Tickets FAQ

Quick Start Guide



There are many ways to create a ticket, the quickest way is to click on the big green button that says "New Ticket" on your home page. It will look like this.

You can also get the option to add a new ticket from the "+" at the top right and the tickets tab.

Clicking on that button will take you to a page where you can add the customer. If the customer is already in your database options will begin to appear. If the customer does not exist the system will direct you to a page where you can add the customer.
You also have the option to create a custom workflow at the top right. To stick with the standard workflow select 'Original Ticket Workflow". Click on the drop-down that says "Choose Workflow" to view your options.

Let's pretend the customer already exists in your database. The standard ticket creation page looks like this:

Ticket Title (Short Description): This will be visible on the tickets tab, try to put something here that will help you recognize the ticket at a glance.

Issue Type: Add the type of work for the ticket i.e. Remote Support, Hardware, Virus etc.

Complete Issue Description (This is emailed): This will be emailed to the customer to confirm a ticket was made and what the ticket is for.


Due Date: Click on the field in the box to set the date that this job should be completed

Tech: Assign an employee to a ticket using the drop-down here.

Assigned Customer Contact: Use this to create a ticket under a point of contact's name, instead of the main customer on the account.

You can learn more about how contacts work here.

Ticket Appointments: Click this button to create an appointment. It will reveal options that look like this.

Ticket Custom Fields: If there is additional data that needs to be captured, you can create ticket custom fields and select the custom field type in the drop-down.

You can learn more about ticket custom fields here.

Assets: Click this button to attach a customer asset to the ticket.

You can learn more about assets here.

You can add an existing asset from the drop-down or create a new one.
Once you click on the green button to create a ticket, you will either be taken to the ticket or an intake form.
The intake form is where you can have your customer sign the terms and conditions before the work begins, you can learn more about that feature here.
It will look like this: 
Once the customer signs your intake form you will be re-directed to the ticket page.


Anatomy of a Ticket


Top Left:


Ticket Info




Status, Priority, Assignee, Type, and SLA -These can be clicked to modify inside the ticket.
Additional CC's - Enter email addresses here to be copied on Email communication on this ticket. There is also an autocomplete to help enter emails quickly.


Ticket Subscriptions

The Ticket Subscription field allows you to have followers receive notifications set in the Notification Center based around events like new Customer comments added or state changes on the ticket.
Important Note:You cannot subscribe to other people. You can only Subscribe and Unsubscribe yourself. You also cannot be assigned to the ticket and Subscribe to the ticket.
To subscribe to a Ticket, click Actions > Subscribe
Note: Also if you enter a Ticket Comment of any kind to a ticket you are NOT assigned to, you will be added as a Subscriber to that ticket.
To Unsubscribe, click Actions > Unsubscribe.


Top Right:



Custom Fields, Worksheets, Ticket Timer, and Assets Module:
Comments Module:


You'll notice that the drop-down menu contains options: 

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:

Ticket Comment with Status

If you select the little triangle next to the ticket comment submit button, you will be able to select a ticket status. If you do, this will update the ticket's status and submit your ticket comment to save you time.

If you do not select a ticket status from this drop-down, the ticket status will not change and remain the same. 

The ticket statuses are sorted in the order chosen in Admin > Ticket Preferences. 

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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!

We don't restrict the number of active columns. Choose too many and the column width may adjust to be too small.

Grouping Tickets

Grouping Tickets allows you to group tickets by attributes so that they are more organized and easier to distinguish on a page.

Search Filter

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!

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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 a red or yellow status
  • Set an amount of time before tickets enter a 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

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.

: 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.


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

Setting up the 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:

Using the Intake Form

After that your Customers will sign to agree to your Terms (which will be in the Terms field below) after Ticket creation before any work is done:

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 an 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.
See our Supported Hardware to see compatible signature pads.

On their associated Ticket, you can reference all signed Intake Forms by going to Actions > Intake Form:

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:

The Outtake Form is similar to the Intake Form, but is designed to be shared with your customer after work is complete, giving the customer the opportunity to review the work that has been done, confirm that it's been completed to their satisfaction, and to sign to your terms at the end of the job.

Note: If you are using AutoPrintr, make sure you upgrade to the latest version or else you'll get a printing error.

Setting up the Outtake Form

1. To start, go to Admin > Tickets > Preferences, and then enable the Outtake Form setting:

2. Then, go to Admin > PDF/Email Templates > Outtake Form Template to view the Outtake Form Template. Click on the Outtake Form Disclaimer tab to customize the Terms that your Customers will agree to after work is complete:

3. Optional: If there is a certain Ticket Custom Field Type that you would like to have different Outtake Terms for, just head to Admin > Ticket Custom Fields and click "Manage Fields". From there, you can click on the "Outtake Form - Terms and Conditions" link to set up override text for that particular ticket type. Leave that text box blank if you want to use the default terms and conditions.

Once that's done, you're all ready to use the Outtake Form!

Using the Outtake Form

When you're done working on the ticket and are ready to create the Outtake Form, just click on New > Outtake Form.

The Outtake Form is designed to be reviewed with the customer. The top section lets the customer review the Ticket & Customer Info, all Public Ticket Comments, and any Worksheets that have been added to the Ticket. There are quick buttons on the top that you can use to convert the Ticket to an Invoice, Email the Outtake Form, and View/Print the PDF.

The bottom of the Outtake Form lets the Customer review your terms and sign to agree to them. As with other signatures in the software, they can sign with their finger on a touch-screen, or with an external, Topaz Signature Pad.

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.

One workflow is to finish working on the ticket, create the Outtake Form (New > Outtake Form), have the customer sign it, and then click "Make Invoice" right from the Outtake Form.

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.

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Ticket Workflows

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:

- Allows the creation of a customer and a ticket all on one page.
- Create multiple different flows depending on how you prefer to run your business.
- Allows the creation of a customer, contact, ticket, asset, ticket worksheet, appointment, and invoice all in one single page while also attaching them all together.
- Create a default flow for you to use whenever and wherever you create a ticket that requires you to attach a customer like on the tickets list (planned to be usable on tickets created from the customer/estimate pages in a future update!).
- Set default values for fields, so you never have to type the same ticket subject over and over again. 
Here is what it does not do:

- Make coffee for you in the morning.
To help display the power of ticket workflows, check out this example initial check-in flow in action where I create a ticket and customer all at once! I even have an intake form created and ready to be signed if I want to intake the customer.

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.

Once you click the "+ New Workflow" button, you will be taken to a new page where you can begin creating your first Ticket Workflow. We will add a customer and a ticket section to get you started, but you can always configure more or fewer sections as you see fit.

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.

Furthermore, here are some additional options when running a workflow: 

Additional Settings

If you head back to "Admin" > "Workflows", you can edit which ticket-workflow will run by default when creating a new ticket, delete existing workflows, and much more!

Security Settings

There is a Security setting that allows you the ability to allow a tech's access to manage the content of the Workflow in the Security Groups section of Admin.


  • 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. 

Workflow stopped working

If you start a new ticket with a workflow, click Save, it briefly changes to Processing…, and then the Save button reappears and it won’t move beyond that, there may be some options that need updating.

First, edit the workflow that stopped working. If you see an Update - Options Have Changed button in one of the sections, you will see one or more fields with an “i Caution” warning.

  1. Hover over the warning to see what to fix and note which fields.
  2. Click the orange Update - Options Have Changed button. The Cautions will disappear.
  3. Make any needed adjustments to the fields that had Caution displayed.
  4. Click Save Workflow.
  5. You may need to go elsewhere in the site to fix the cautions.

We know this covers a lot, so feel free to reach out to for any questions you may have on this feature!

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:

Now you are on the template editor, this is where you setup the worksheet - put the fields/checkboxes on it

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.
You can choose whether or not the Worksheet must be completed in order to Resolve the ticket.
You can choose the Ticket Custom Fields that these will automatically attach to. This will make it so that Worksheets automatically generate when the Custom Field is selected! (Yay for automated behavior)

You can also choose to create clones of the Worksheet as well when they are selected. This is nice if you want to have a Pre-Diagnostic, Post Diagnostic style of worksheets to make sure work is being done!
Concrete example, cell phone repair - you have a pass/fail for every button/speaker/etc - so you could have a copy show up 3 times. Once for when the phone comes in, once for when the tech is done, and once for the front reception to do QA
There are 4 types of selections for the creation of Worksheets:
Text: Creates a text field
Checkbox: Creates a field to be used as a checklist
Dropdown: Creates a field that has different values to select from (think true/false style)
Section: A Way of making different sections within the Worksheet (think Hardware, then a Software section for instance)

Using Worksheets (On a Ticket)

When you are looking at a ticket with worksheets added, it looks something like below.
Clicking the New Worksheet will allow you to create either an Ad-Hoc Worksheet or call up a pre-made Worksheet 

Ad-Hoc Worksheets

Creating an Ad-Hoc Worksheet is exactly the same process as when you are creating a Worksheet template, except this is a one-off Worksheet for this specific ticket.
After either loading an existing Worksheet or creating an Ad-Hoc Worksheet there are several different options available.

Printing Worksheets

It is possible to print a Worksheet out to a formatted 80mm receipt paper for quick diagnostics to hand customers. To do that, head to the Worksheet, click the "triple-dot" option and choose Print. You will get a PDF pop up like below.

Security Permissions

There are Security permissions you can use to change the level of access that techs have on Worksheets. To do that head to Admin > Security Permissions.

Ticket 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

If you want any non-global admins to be able to use the RS Lite mobile app to track time, you will also need to make sure that the Security Group they belong to has a setting enabled.

  1. Go to Admin > Security Groups.
  2. To the right of a security group to which they belong, click Edit.
  3. Check the "Ticket Timers - Overview" box.
  4. Click Update Group.
  5. Repeat as needed for any other groups.

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.

Ticket Timer Options 

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 Tags


Ticket Tags:

{{ticket_creator_name ticket_date}}
{{ticket_due_date appointment_start_time}}
{{ticket_custom_fields initial_comment_body}}
{{ticket_barcode_string ticket_worksheet_tables}}
{{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

Here are the steps to set these up. Some good examples of ticket custom fields are:
  • Was the laptop with a power cord (let's not lose it!)
  • Additional Items with Computer: _______ (laptop bag, CDs, etc)
  • Usernames for accounts
To set these up, head to Admin > Tickets > Ticket-Custom Fields, or "Manage Custom Fields" when you create a new ticket. Once there, you can click the New Custom Field Type to get started.

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.
We recommend large context names, like "New Computer Check-In, New Phone Check-In, Computer Clean Up" etc.

After creating your custom field type, click Manage Fields.

You can many types of fields. i.e. drop-downs, text field, checkbox, a date field and much more.
Text Field: Creates a text field to enter data into if you want.
CheckBox: Creates checkbox lines. This allows you to make a checklist for accessories being left with the device for example.
Drop Down: You can make the field with a Yes/No answer. Think - "Does it Power on?" Yes or No.
Web Link: A field that will allow a clickable hyperlink.
Text Area: Allows a large text field to dump text data into it.
Date Field: Allows you to choose a date for various purposes
Secret (encrypted): This field is tied to the Password Vault feature here
Popup: Will create a pop-up when someone visits the Ticket Detail page.
Scribble:This field allows you to draw things and have them attached to the Ticket. This is great for pattern unlocks for instance!

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.


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.

Recurring Tickets

Yes! To set up Recurring Tickets, first, you'll need to turn the setting on. Go to Admin > Settings > Ticket Settings >Advanced, and make sure that the "Recurring Tickets" checkbox is marked.

After turning this setting on there are a few ways to access Recurring Tickets. 
1. Head to Admin > Tickets > Recurring Tickets
2. Click the Tickets Tab > Views Tab on the upper right > Recurring Tickets
Recurring Ticket Security Group Permissions
You don't need to be a Global Admin to access Recurring Tickets. If you have a Tech you want to have access to this feature, you can enable a combination of 4 Security Permissions by heading to Admin > Security Groups > Edit or Create.

Recurring Tickets - Create

Recurring Tickets - Delete

Recurring Tickets - Edit

Recurring Tickets - List

You can make a existing ticket a Recurring Ticket by going to Actions > Make Recurring.

By clicking this button, you can configure the start date and frequency of the Recurring Ticket.

A pop up will appear allowing you to choose the following options (don't worry you can always edit the template later to change more details). The Ticket will inherit various details from the existing ticket as well that can also be changed in the Recurring Template by heading to Admin > Tickets > Recurring Tickets or Tickets Tab > Views > Recurring Tickets.

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 Management

You can access all of your Recurring Tickets by navigating to Admin > Tickets > Recurring Tickets or from the Views drop down on the Tickets Tab.

You can click the name of a existing Recurring Template to edit, click the pencil icon to edit, or click the Green button to create a new Recurring Template.

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 and a lot more from the template.

Recurring Template Generation Settings
Recurring Ticket Detail
Edit the details that will be used to create the ticket.
Recurring Ticket Custom Fields
Choose a Custom Field Type in the drop down and the associated Custom Fields for the type will appear on the left side pane for you to enter information that will be applied to the ticket when it generates.
Assets and Worksheets
You can associate Assets and Worksheets to a Recurring Ticket by linking them in the Template editor. You can also link an Asset to a already created ticket and click Actions > Make Recurring to convert the ticket to a Recurring Template.

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:


The main thing to note is these don't run on Resolved Tickets. 

Ticket Automation is limited to 10 times per ticket. You can also use HTML to craft your email triggers to clients.

Ticket Settings

There are many ways to enhance and customize RepairShopr to fit your needs. This versatility means that there are going to be a lot of options for you to enable or disable depending on what works best for your workflow. This article will break down each setting so that you have a better understanding of the plethora of options available to you.

Send Diagnosis Reminders Daily / Hourly: Triggers Diagnostic email reminders at either interval.

Require Intake / Outake 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.

Create Tickets from SMS (if valid): Creates a Lead when inbound SMS that doesn't match an existing ticket is sent in.

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 Internal Ticket Warnings: Turns on the Ticket Warning field in the Customer Detail > Edit page on a per customer basis.

Enable Recurring Tickets: Allows you to schedule recurring dates for Tickets.

You can learn more about Recurring Tickets here


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


Copy Private Ticket Update emails to hidden comment email: Enabling this will send all private comments to the Tech Notify email


Tickets do not email initial issue by default: Customers are not notified of the initial recorded issue during the Ticket's creation.


Ticket comments - do no email comments by default: Enabling this will make do not email the default when submitting a public comment.


Ticket comments - default to internal instead of external: This will make it so the "Internal" option on comments is the default.


Tickets - Send Ticket Autoresponder for emailed in tickets: When someone emails a ticket, an autoresponder message will be sent.


Use Due dates in Ticket Dashboard: The ticket dashboard will use the due dates specified on the ticket. You can learn more about the Ticket Dashboard here.


Require Time entries for ticket comments: This requires your users to add "minutes spent" when they make a comment to a ticket.


Enable Recurring Tickets: Allows you to schedule recurring dates for Tickets.
You can learn more about Recurring Tickets here.


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.


Prevent Customers from Creating new Tickets in Customer Portal: Customers cannot create tickets in their portal, they can only view the status of tickets.


Enable Ticket Priorities: Allows you to set Ticket Priorities on Tickets so your team knows what to address first:


Disable ticket progress widget: This removes the progress bar at the top.


Attach Ticket PDF to all Ticket Comment Emails: Enabling this will send a "Large Ticket" pdf with every comment email.


Copy private Ticket update emails to hidden comment email: Enabling this will send all private comments to the Tech Notify email


Tech Assignment defaults to blank when creating a new ticket: New Tickets created will not have someone assigned at creation


Disable prompt for Open Invoices on Tickets: Turn off the warning that an open invoice is attached to the ticket you are making an invoice from.

Subject to Ticket Comment Emails: This is the subject your Customers will see when you submit a new Ticket Comment.


Warn if there is uncharged time when a ticket is resolved: With this enabled if the ticket is set to the Resolved status when there are uncharged time logs in the Timer Log section a prompt will appear asking you want to proceed or to charge the time on the ticket.


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
  1. Fill in the Labor item you'd like to use for Ticket Timer Labor Charges in Ticket Settings.
  2. Start tracking time on a Ticket.
  3. When you're finished, stop tracking Time.
  4. 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!


Customize Text for Ticket Charges: Add Ticket or Customer tags here to have them default to standard labor charges (great for standardized info!)


We added some specific tags for this field that can be used as well!


Ticket Custom Fields: To learn more about Ticket Custom Fields click here.


Create new Ticket if Customer replies to an old Ticket that was resolved more than X days ago: Prevent an old ticket from getting re-opened by a customer by setting the amount days after it's been resolved a ticket could be re-opened.

SLA Service Level Agreements for your Customers

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! 


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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SMS/MMS in RepairShopr


Cost Structure

SMS Messages are sent through Twilio by default (our built-in provider), or you can choose to buy a Flowroute account and send it through your own account.

If you use the default setup, it "just works" - and we include some SMS credits for you to use every month.

Here is the included quantity with each plan - this is subject to change without notice based on pricing and availability!

  • Starter: 25 credits per month
  • Repair Shop: 200 credits per month
  • Big Chain: 1000 credits per month

If you go over or want to buy more credits, head to the addons page inside your account to buy more - we sell addon packages of 2500 credits for our cost. Head to Admin, "Buy Credits/Addons" to see details. The monthly credits above are per calendar month and reset on the first of the month. The Add On credits are used after the monthly credits. While the monthly credits do not roll over, the unused add on credits do roll over until depleted.

You can check the SMS credits level on your account in the Consumables Usage Report located in the Admin area.

Important: If a customer has more than one ticket open (Not Resolved) the SMS may not make it back to the correct ticket.

What Sends and When

If SMS is ENABLED for a customer, they will get these messages: 

If SMS is enabled, the Initial Problem SMS will be sent upon ticket creation.

In addition, your customer will receive the custom SMS messages your write in the ticket update box:

SMS will not be enabled unless there is a phone number that is categorized as a "mobile" phone on the customer record.

Note that you do need to include the message in both the email and the SMS field for it to be sent in these cases.

If you'd like to customize the SMS messages sent with ticket update triggers, go to Admin > PDF/Email Templates > SMS Templates.

Important: Furthermore, if a customer has more than one open ticket at a time, we cannot guarantee that the SMS customer reply will attach to the proper ticket.

Note: Messages exceeding 144 characters can be sent to the Customer, though they will be split up by the system into multiple messages.

MMS Replies

A customer can reply to an SMS that's sent from a ticket with an image (and text) and that image will upload to the associated ticket as an attachment and a thumbnail on the Ticket Comment.

NOTE: This feature only supports images currently.

The attachment will affix to the Ticket and will be set as Public. This means that the image can be viewed on the Ticket in the Customer Portal by your client.
The Ticket Comment that is created will have a thumbnail of the image, the text, and will be a Public Comment (also visible on the ticket in the Customer Portal).

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!

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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.

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How do I add/view charges to a ticket?

Ticket Charges are line items that are added to tickets to prep them for invoicing once the job is done.
You can add existing inventory products like labor items to a ticket as well as manually-added line items such as parts. The Ticket Timer feature also uses the Ticket Charges to track how much work is done for a customer.
Adding Ticket Charges
You can get to the "Ticket Charges" screen by clicking on the "Add/View Charges $0.00" button at the top of a ticket. When ticket charges are added, this number will be updated to display the charges on 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.

If the ticket has an UNPAID invoice associated with it and someone clicks the Make Invoice button, you will be prompted asking if you want to continue making a new invoice or proceed to the existing invoice.
This function is on by default and can be disabled if you desire in the Ticket Preferences. See Ticket Settings for more info.
Alternatively, you can add the charges via a shopping cart on the invoice. This is really useful when you are working on multiple tickets with several charges on each one. If a customer has an open ticket with charges and an invoice is opened, the pending ticket charges will show up in the "Shopping Cart" pictured below.

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.


How do I order parts on a ticket?


Part Orders that follow some criteria can have the part automatically added as a Ticket Charge to a ticket. First, make sure in the Part Order that it is linked to the correct ticket, there is a quantity entered, a retail cost for the customer, and optionally it can be marked taxable as well. You must fill out these fields before the part will be added as a Ticket Charge.
Once the Part Order has a date set for "Received:", it will be marked as resolved and the part will be added to the ticket as displayed above.

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.
- If the line items are deleted from the invoice, the charges will return back to the ticket.
- If the invoice is deleted, the charges will return back to the ticket.
- If an invoice is created for a customer who has pending ticket charges, those charges will show up in the "Shopping Cart" area of the invoice instead of being automatically added to the invoice.
- Once a line item is added as a Ticket Charge, you cannot modify the quantity, only the price
- A green checkmark will appear next to a ticket charge line item that has been added to an invoice 
- Ticket Comments set to send as SMS that exceeds 144 characters can be sent to the Customer, though they will be split up by the system into multiple messages

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How do I change a ticket number?

At some point, you may need to change the sequence of numbers on your tickets. 

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.

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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.


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:
You can also access your Canned Responses from the New Ticket Creation screen. Just create a new ticket and you'll see the blue icon next to the "Complete Issue Description" field:

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 also sort by category or use the search field to narrow the displayed results to quickly find the desired Canned Response.

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.


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:

Hi there,
Thank you for your response. We'll proceed with the fix and let you know when it's ready to pick up.

Hi there,
We took a look at your computer and the issue is *. It will be $ to repair. Shall we proceed with the fix?

Diagnosis Prepayment: 
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.

Done Total: 
Hey there - your computer is all set.
We just finished cleaning it up and you can come to get it any time. Thanks!
We are open 9-7 m-f, and 11-5 on Sat.

Drop Off:
Hey there,
I wanted to let you know that the work on your computer is done. Generally, drop-off times are between 10:00 am - 4:00 pm Monday - Friday. You can look at my schedule and let me know when you are also available. I will then confirm with you to set up the drop-off time.

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How do I create an attachment on a Ticket?

Ticket Attachments can be used to keep necessary files for that Ticket close at hand and available for every technician that does work on that Ticket. You can also attach that image of the liquid damaged laptop the customer promised wasn't the cause of the lack of power to their Customer Portal for posterity.

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 

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.  

How do I view all my tickets?

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.

How do I export all my tickets?

You can also export all of your Tickets to a CSV file for further sorting/organizing or historical data collection purposes.
To do this, navigate to Admin > Reports > Tickets, then click the "Export to CSV" option.
You will be taken to the 'downloads' page where you can then download your generated export file.

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.

What it does
You can easily and quickly add multiple tickets to a single invoice to make billing easy when you have done a ton of work for a customer.


What it doesn't do
Currently, the invoice will only link directly back to the ticket it was created from if created on a ticket.

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.
After you choose your Add option, the screen will refresh and the line will be added to the invoice. The Ticket numbers will be reflected in the description of the line item to help differentiate the line items on the invoice.
Removing a ticket line item from the invoice will reverse this process as if nothing was ever added

Once the ticket has been added to the Invoice, if you head back to the ticket and click the Add/View Charges button, the line items there will reflect that they were added to an invoice.

How do I get notifications when a ticket is assigned to me?

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!

How do I know what triggers a change in the Ticket Status and Progress Bar Widget?

The Ticket status will change when one of the three main things happen: 
  1. An invoice is created

  2. A client sends a response, 

  3. 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

Back to FAQ

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:

Back to FAQ

How do I create Tickets automatically from inbound Email?

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 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 "" 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:


  • Automatically create tickets from emails to this mailbox - if unchecked, emails will create Leads. If checked, they will try to make a Ticket.

  • 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)

  • Set Issue Type - Choose the Issue Type for Tickets created in this Mailbox

  • Set Ticket Status - Choose a Ticket Status for Tickets created in the Mailbox

  • Assign Ticket - Choose a tech to assign to the Tickets created in the Mailbox

  • Advanced - AutoResponder Overrides - in here you can customize the Autoresponder template on a per-mailbox basis


  • 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 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, '', 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.

Ticket CC Magic

If you have automatic ticket creation turned on and a customer sends you a email with someone CC'd on the email, then the CC'd person will be attached to the ticket as a Additional CC automatically. This will appear under the Additional CC's in the ticket

It's also possible for a customer/client to copy (CC) someone on a ticket comment response to your ticket and the CC'd person will be attached on the ticket as a Additional CC

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