Open the editor
On the web, open the ticket and select Edit ticket. It opens its own page, Edit ticket.
In the mobile app, open the ticket from the Tickets tab and choose Edit.
What you can change
- Change the fields you need.
- Select Save. If you leave with unsaved changes, the page asks first.
- Site address and the map pin. You can move the pin, but not remove it once it is set.
- System type and Service category.
- Title and Complaint description.
- Priority and SLA due date.
- Preferred visit date and time.
- Attachments.
What you can't change here
The status never changes from this page. Statuses move through the ticket's own buttons, such as Assign technician, Schedule site visit or Cancel ticket.
The client can't be changed either. If a ticket was logged for the wrong client, cancel it and create a new one.
Edit ticket is hidden once a ticket is closed or cancelled.
For the Sales team
Sales can edit tickets for their own clients. Use the mobile app for this: the web console's edit link doesn't open for Sales at the moment.
Tips
- Moving the pin changes the distances on the assign page and on Live locations.
- Update the SLA due date when the client agrees a new deadline, so Overdue stays accurate.
Frequently asked questions
- Why don't I see Edit ticket?
- The ticket is closed or cancelled, or your role can't edit tickets.
- Does the client see my changes?
- Yes. The client sees the same ticket details, so keep the wording clear.
- How do I change the status by hand?
- You can't. Each status has its own action on the ticket, and the server decides who may take it.
Still stuck?
Our team can look at your request or account with you.