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.
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.
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. For more information, review this article.
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
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. Click here for more information on how to use the ticket timer.
- 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!
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.
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!
- Was the laptop with a power cord (lets 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.
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 using 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.
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. Note that when a ticket is deleted, it's number is stripped and the ticket number will look something like this:
Ticket Charges are line items that are added to tickets to prep them for invoicing once the job is done.
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.
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.
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