Understanding Tickets

Summary

Tickets are at the center of the FieldTech workflow. Tickets can contain items, attachments, comments, and links to other tickets that it is related to. There are many different types of tickets with specific features and functionality but they all share the basic format of a ticket.

Types of Tickets

Requests

A request ticket is submitted online by a customer through the customer request widget. A customer request widget can be placed on your company’s website or linked to from social media pages or email marketing. When submitted the request widget will create the new customer in the system along with creating the request ticket if the customer is a new customer.

Requests are the most simple form of ticket and contain only the information about the customer, job site, and details on the request for service or a quote.

 

Estimates

An estimate ticket contains all of the information pertaining to a quote for service. All of the items necessary to fulfill the quote along with labor and other service items can be added to an estimate. Additionally, pictures of the job site and documents can be attached to the estimate along with comments about the job. Usually the quoting process can be done onsite with the customer allowing the customer to digitally sign and approve of the estimate before emailing the customer a pdf copy of their signed estimate. If approved, the work order can be scheduled and linked from the estimate in a single click from the estimate editor.

Work Orders

A work order is the ticket type used for performing service for a customer. It contains all of the items, services, and labor related to performing a customer job. Once work is complete, a work order can be invoiced in a single click.

Invoices

An invoice ticket is the bill to a customer for work performed on a work order. Invoicing within FieldTech allows the customer to pay onsite or through the customer portal widget. A customer portal widget can be placed on your company’s website or linked to from social media pages or email marketing.

Tasks

A task ticket is used for work that needs to be performed that is unrelated to customer jobs or is not able to be invoiced. Work that needs to be scheduled or tracked including will-call pickups, truck inventory, go-backs on jobs that were performed incorrectly or incomplete, and other types of schedulable work are performed using tasks.

Ticket Workflow

Request >> Estimate >> Work Order >> Invoice

A customer request is received online for a quote. A estimate is created and scheduled with the customer. When the estimate is accepted by the customer a work order is scheduled to perform the work. Once the work is completed an invoice is created to bill the customer.

Estimate >> Work Order >> Invoice

A estimate is created and scheduled with the customer. When the estimate is accepted by the customer a work order is scheduled to perform the work. Once the work is completed an invoice is created to bill the customer.

Request >> Work Order >> Invoice

A customer request is received online for service. A work order is created and scheduled with the customer to perform the work. Once the work is completed an invoice is created to bill the customer.

Work Order >> Invoice

A work order is created and scheduled with the customer to perform the work. Once the work is completed an invoice is created to bill the customer.

Task >> Any

A task need to be performed and is created. The task may be linked to another ticket for a specific job or stand alone.

 

 

 

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