Watch: creating a ticket
Swipe the screen to move between steps.
Step 1 of 4
Open the form
On the web, open Tickets and select New ticket. In the mobile app, open the Tickets tab and tap New ticket, or use New ticket under Create on Home.
Choose who it's for
- Existing client: search for a client already on file.
- New client: enter the Company name, Contact name, Email, Phone, City and Region. The client is created with the ticket and you become its account manager.
- Internal team: work the company orders for itself. Only Super Admins and Operations Managers see this option.
Describe the site and the job
- Enter the Site address.
- Pin the site on the map: select Use my current location, Find address on map, or Set on map. The pin is required.
- Pick the System type and the Service category.
- Enter a short Title and the Complaint description.
- Set the Priority, and optionally an SLA due date and the client's preferred visit date and time.
- Add up to 8 photos or videos under Attachments if you have them.
- Select Create ticket.
What happens next
The ticket is created at New ticket and appears in the Unassigned view. Open it and select Assign technician to dispatch it.
Tips
- Check the pin on the map before you save. Dispatch uses it to find the nearest technician.
- Set an SLA due date when the client has a contract deadline. The list flags the ticket Overdue once it passes.
- Use Emergency priority sparingly, so the Emergency view stays meaningful.
Frequently asked questions
- Why can't I create the ticket?
- The site pin is probably missing. Use your location, look up the address, or set the pin on the map, then try again.
- Can Sales create tickets?
- Yes, for their own clients. The Internal team option is only for Super Admins and Operations Managers.
- Can I change the ticket after creating it?
- Yes. Open the ticket and select Edit ticket to change the site, job details, priority or SLA.
Still stuck?
Our team can look at your request or account with you.