This article gives an overview of the Ticket system.
Creating a New Ticket
There are many different ways to create Tickets in the software!
One option is to click on the Tickets Tab and select the green button on the right that says 'New Ticket'.
Fill in the fields, the problem description does get emailed like any public ticket comment. The email will have your header and footer on it, and a link to the customer profile where they can view the ticket.
You are able to create more custom fields for the new ticket page, and also adjust the items in the drop-down boxes.
Learn more ways to create tickets here!
The ticket system tries to help with workflow, but you can ignore that if you want. It starts out with the ticket needing a diagnosis. To do that, just put a comment on the ticket with the subject 'Diagnosis'. Now the ticket will no longer be pink in the ticket list, it's a regular in-process ticket.
Next you probably want to let the system and your team know if/when the job was approved, to do that just make a comment with the subject 'Approval'. Maybe something like;
"Per our phone call, thanks for approving us to proceed with the repair - we'll contact you as soon as it's ready!"
Now the ticket will have the second item in the progress list checked off, it's been diagnosed, and approved, and you are ready to do the repair.
Be sure to comment every 3 or 4 days if the job is going to take a while to complete, that will keep the ticket from turning yellow or red in the ticket list. It's a good practice to make 'public' comments instead of hidden tech notes, or at least make one public comment for every hidden comment. This way your customer will be comforted with the knowledge that their repair is progressing, and keep them from calling in asking for a status update(usually frustrated).
Ticket Communication Breakdown
There are a bunch of options for communicating with your customers on a Ticket. The screenshots below highlight the option available to use for eeping customers in the loop.
Ticket Quick Access
On the Tickets Tab there is a hover-over icon that allos you to quickly get to Ticket Information without having to necessarily go all the way in to the Ticket Detail. You can perform actions from here as well- like Resolving or Printing.
It is possible to split a Ticket Comment off of a ticket and create a new ticket for that comment. It is helpful for when you have a customer email a old-closed ticket about a different subject. Or maybe a customer asks you a question on a active ticket that will require some separate work.
Start by heading to a Ticket Comment you want to split off and click the context button in the upper right of the comment.
Select Split Ticket and a pop up will appear with various
Finish by clicking Split Ticket and you will be taken to the new ticket. A Private Comment will be placed in the new ticket with the origin ticket number for reference along with the comment you split off from the other ticket.
Completing a Ticket
Now that you have finished their repair, there are a few ways to proceed.
First of all, to close the ticket, just go to the ticket and change the status to 'Resolved' - that's it! Once resolved, the system knows you are done with that job, and it won't show in the ticket list any more.
There are some things many users do just before that step to keep themselves organized;
- When the repair is complete, but you are waiting for the customer to come pick it up, use the status 'Invoiced' - to mean, invoiced, but here waiting for the customer to come - it will be green in the ticket list.
- When the repair is complete, and you want to bill the customer, use the 'Make Invoice' button on the ticket detail screen, it will link the invoice to the ticket, and if you like, it will put the ticket details on the bottom of the invoice.
- Once the customer comes to pay, you go back and change the ticket from Invoiced to Resolved. If you forget, the system will email you a note every day about tickets that are open with a paid invoice attached.
If you've Resolved the Ticket but found that there is still some work to be done, you can use the Rework Ticket ability in RepairShopr to open the Ticket back up and track the new changes made to it. You can read more about how to do this by reading over the Rework Tickets KB Article.