Watch: an internal ticket from start to finish
Swipe the screen to move between steps.
Raise an internal ticket
Only Super Admins and Operations Managers can raise internal tickets. In the list they carry an Internal badge with the role.
- Open Tickets and select New ticket.
- Choose Internal team.
- Pick the Responsible role: Operations manager or Super admin.
- Fill in the site, pin and job, then select Create ticket.
The normal flow, with your role as client
Assignment, the visit, diagnosis, quotation and work follow the usual steps. Wherever a client would decide, the ticket shows: This internal ticket is waiting on your role.
Only users of the responsible role can make those decisions. Select Review quotation to approve, reject or ask for a revision, and Sign off the work to approve the finished job (type your name and/or sign) or send it back.
Settle the invoice
Signing off raises the invoice automatically; if that fails, it is retried in the background. Internal invoices have no due date and never go overdue.
Open the invoice and select Settle internally. The Amount to settle is the full balance and can't be changed. Add a Reference, such as a cost centre or internal PO, and a Note, then select Settle invoice and confirm. The ticket closes.
Internal tickets take no advance and no on-site payments. Besides downloading the PDF, the only other invoice action is Void.
On the mobile app
The app supports the whole flow: the Internal team option when creating a ticket, deciding on the quotation, signing off the work, and settling the invoice from the invoice page.
Tips
- Pick the responsible role that will actually sign off, so tickets don't wait on the wrong person.
- Use the Reference for your cost centre. It helps finance match internal spend.
- Internal settlements are reported separately and are not counted as revenue.
Frequently asked questions
- Why can't I approve the quotation on an internal ticket?
- Only users of the ticket's responsible role can. Check the Internal badge to see which role it is.
- Can an accountant settle an internal invoice?
- No. Only the responsible role settles it.
- Why isn't there an invoice yet after sign-off?
- The automatic invoice is retried in the background if the first attempt fails. Check again shortly.
Still stuck?
Our team can look at your request or account with you.