Watch: assigning a technician
Swipe the screen to move between steps.
Open the assign page
On a ticket at New ticket, select Assign technician. Once it is assigned and not yet closed, the button reads Reassign instead.
In the mobile app, open the ticket and tap Assign technician. If you don't see the button, your role or the ticket's stage doesn't allow it.
Choose who
The list holds every active technician and corporate account; corporate accounts carry a Corporate badge. Search by name to narrow it.
Each row shows the city, employment type, duty state (Off duty, Seen 4 min ago, or No location yet), the distance in km and the number of open jobs. A count of 5 or more is highlighted. Readers of payouts also see the person's default pay rate.
- With a site pin, the list is sorted nearest first and the web shows a map, Technicians near the site, with markers for Live, Last 30 min and Older position. Select a marker to pick that person.
- Without a pin, the list is sorted by name. Select Add the pin to fix the ticket's location first.
Set the details
- Check the Assignment type: Internal, Freelancer or Subcontractor. It starts at the person's own employment type.
- Under Pay for this job, keep the person's default rate or select Set a rate for this job and enter a Fixed, Percentage or Hybrid rate. This section appears only for roles that manage payouts, the Super Admin by default.
- Add a Note (optional) for the technician.
- Select Assign.
If the person has no default rate and you set none for the job, the job creates no payout.
What happens next
A new assignment moves the ticket to Assigned. The technician gets an in-app notification, an email, a push notification and a WhatsApp message.
Reassigning keeps the current status. The new technician is notified the same way, and the previous one gets an in-app notification and a WhatsApp message saying the job moved.
Corporate accounts
A corporate account can work jobs for other companies, but never its own company's tickets. It is left out of the list for those, and the server refuses the assignment.
Tips
- Prefer a Live or Last 30 min marker over an older position. An old position may be far from where the person is now.
- Spread work: a highlighted open-jobs count means the person already has five or more.
- Use Live locations to see every unassigned ticket with its three nearest technicians at once.
Frequently asked questions
- Can I unassign a technician?
- No. Use Reassign to give the job to someone else.
- Can a technician decline a job?
- No. If someone can't take it, reassign the ticket.
- Why is a corporate account missing from the list?
- The ticket belongs to that account's own company, or the account isn't active yet.
- Why don't I see Pay for this job?
- It appears only for roles that manage payouts, which is the Super Admin by default.
Still stuck?
Our team can look at your request or account with you.