The eight progress steps
The progress bar on a ticket groups its statuses into eight steps: Created, Assigned, Site visit, Quotation, Execution, Completion, Client sign-off and Invoice. The timeline under it lists each status change with the time it happened.
From request to diagnosis
- New ticket: the request has been raised and is waiting for the office to pick a technician.
- Assigned: the office has assigned a technician, who is told in the app, by push, by email and on WhatsApp.
- Site visit scheduled: the technician, or the office, has booked the visit date.
- On-site (checked in): the technician has checked in at the site with GPS. The office can also skip the site visit, which moves the ticket straight here.
- Diagnosis submitted: the technician has recorded the findings, the parts needed, an estimate and before photos.
Quotation
- Quotation sent: the office or the sales team has sent the quotation to the requester.
- Revision requested: the requester asked for changes, with a note. This can happen at the quotation, or later at completion sign-off. The ticket moves on only when a new quotation is sent.
- Quotation approved: the requester accepted the quotation, and the work can start.
Doing the work
- In progress: the technician is carrying out the work.
- Waiting on material or Waiting on client access: the work is paused, with a reason. It returns to In progress when it resumes.
- Work completed: the technician has finished on site.
- Completion under review: the technician's completion report is with the office. The requester sees a notice that the report is being reviewed, not the report itself.
- Completion report submitted: the office has approved the report and released it to the requester for sign-off.
Sign-off, invoice and closing
- Client approved: the requester signed off the work and is invited to rate the technician.
- Invoiced: the invoice has been issued.
- Closed: the invoice has been paid in full. The ticket closes on its own, and the technician's payout is created.
Rejected and cancelled tickets
- Quotation rejected: the requester rejected the quotation, with a note. The office can send a new quotation or cancel the ticket.
- Cancelled: only a Super Admin or Operations Manager can cancel, and they must give a reason. A ticket can be cancelled while it is New ticket, Assigned or Site visit scheduled, or after its quotation was rejected.
Clients can't cancel or change a request themselves. Contact the office, who can edit or cancel it while that is still allowed.
Tips
- Filter the Tickets list by status to find everything waiting on you, such as Quotation sent or Completion report submitted.
- Read the timeline on a ticket to see who changed the status and when.
- Notifications tell the requester when there is something to decide, so you don't need to check every ticket by hand.
Frequently asked questions
- My ticket shows Completion under review. Why can't I sign off yet?
- The office reviews the technician's report first. Once they release it, the status changes to Completion report submitted and you get a notification to sign off.
- Why didn't my ticket close after I approved the work?
- A ticket closes when its invoice is paid in full. After you sign off, the office issues the invoice; pay it and the ticket closes automatically.
- I asked for a revision. What happens now?
- The office prepares a new version of the quotation and sends it. The ticket stays at Revision requested until then.
Still stuck?
Our team can look at your request or account with you.