When you can cancel
After the visit has started, the ticket can no longer be cancelled.
- New ticket
- Assigned
- Site visit scheduled
- Quotation rejected
How to cancel
- Open the ticket on the web.
- Select Cancel ticket.
- Enter the Reason. It is required.
- Select Confirm.
What cancelling means
The ticket moves to Cancelled, the reason is recorded on its Activity timeline, and no further actions are possible. It can't be reopened.
Cancelled tickets stay in the list so you keep the history. Tickets can't be deleted.
Who can cancel
Super Admins and Operations Managers, on the web. Clients can't cancel; they contact the office. If you don't see the button, your role or the ticket's stage doesn't allow it.
Tips
- Write a reason a colleague will understand later, such as Duplicate of PA-2026-00150.
- If the job will happen later, edit the SLA or preferred visit instead of cancelling.
Frequently asked questions
- Can I reopen a cancelled ticket?
- No. Create a new ticket if the work comes back.
- The client rejected the quotation. Should I cancel?
- Either send a revised quotation or cancel. Both are possible at Quotation rejected.
Still stuck?
Our team can look at your request or account with you.