Watch: tracking a ticket
Swipe the screen to move between steps.
Find your ticket
On the web, open Tickets in the sidebar. My tickets lists every request you raised, with its Ticket, Status, Priority and Created date. The Action column shows Review quotation or Sign off when one is waiting on you.
In the app, open the Tickets tab. Corporate accounts use Tickets for their company's requests; My jobs (Jobs in the app) is for work assigned to them.
What the ticket page shows
- The ticket number, the status and priority badges, and the title.
- The progress bar: Created, Assigned, Site visit, Quotation, Execution, Completion, Client sign-off and Invoice.
- Your request: the description, site address, preferred visit time, system type, service category and your attachments.
- The Completion report, once the office has released it: the work done, the materials used, and before and after photos.
- Activity timeline: each milestone with its time. The technician's diagnosis and the office's internal notes are not shown.
- Payment cards when money is involved, and links to the quotation and the invoice.
When it's your turn
A button appears when the next step is yours: Review quotation when a quotation is sent, Review & sign off when the completion report reaches you, and Pay advance when the office asks for an advance. In the app, that one next step sits in a bar at the bottom of the screen.
After you sign off, a Rate your technician card asks you to rate the visit.
Completion under review means the work is finished and our team is checking the report before sending it to you. There is nothing for you to do yet.
What you're notified about
You get an in-app notification and an email, and a push notification if you use the app, when a quotation is ready, an advance is requested, the work is ready for sign-off, an invoice is issued or overdue, and a payment is received.
Assignment, the booked visit and the technician's check-in are not sent as notifications. Check the ticket, or Upcoming visit on your dashboard.
Tips
- Upcoming visit on your web dashboard shows the next booked visit and the technician's name. In the app, the booked time is on the ticket.
- If a ticket seems to stay at the same stage for a long time, call the office with the ticket number.
Frequently asked questions
- Why can't I see the technician's diagnosis?
- The diagnosis goes to the office, who price it into a quotation for you. You see the result in the quotation, and the work done in the completion report.
- What does Revision requested mean on my ticket?
- You asked for changes to a quotation, or sent completed work back. The office prepares a new quotation, and the ticket moves on once it is sent to you.
- My ticket says Cancelled. What happened?
- Only the office can cancel a ticket, and only before the technician checks in on site or after a quotation is rejected. Contact them if you didn't expect it.
Still stuck?
Our team can look at your request or account with you.