Using the Ticket Editor

Summary

The ticket editor is used for editing all types of tickets within Service Crews. Depending on whether you are editing an estimate, work order, task, customer request, or invoice the editor may have additional or reduced functionality specific to that type of ticket. Below we will explain the various sections and features of the ticket editor and when they are available for use.

Basics

The top section of a ticket is consistent across all types of tickets. It contains the general information about the ticket, its status, its customer, its job site, and whom within your company is responsible for overseeing it’s completion.

Customer

The customer selector allows you to select the customer whom the ticket is assigned to. You select a customer by typing in their name. As you type the customers who most match what you are typing will show below the box. You can select one of those customers at anytime by clicking on their name or by using the keyboard up/down arrows to highlight the correct customer and pressing the ENTER key to select.

Tip: To quickly select the first result press the ENTER key.

Job Site Address

Directly below the customer is the job site address. Clicking on the field will display the job site addresses available for the current customer. If an address is not listed, simply add a new address for the customer and then return to the ticket to select it from the address list. In many cases, a customer will only have one address so the address field will always default to the customer’s primary address unless it is changed.

Summary

The summary field is basically the name of the job, it is important to make this something that describes the work that is to be done so it can be easily identified when you search for it later or view it in a list or on the calendar. For instance, if the job was to replace a toilet in the first floor hall bathroom we should make the summary something like “replace toilet 1st floor 1/2 bath”

Status

The status field tells us the current state of the job.

Available Statuses

  • Open – Beginning status for all tickets
  • In Progress – Actively being worked on
  • On Hold – Set aside for some time in the future
  • Done – The job is finished
  • Cancelled – The job was turned down or will not be done

Reporter

The reporter selector allows you to select the user whom  is responsible for ensuring the ticket is completed. It is like a job foreman responsible for ensuring the job paperwork is completed. You select a reporter by typing in their name. As you type the users who most match what you are typing will show below the box. You can select one of those users at anytime by clicking on their name or by using the keyboard up/down arrows to highlight the correct user and pressing the ENTER key to select. The reporter will receive email notifications about updates and changes to the ticket made by others so he/she is always aware of the status of the job.

Tip: To quickly select the first result press the ENTER key.

Sections

After the basics, the rest of the features of the ticket editor are contained in areas called sections. Sections are separated by tab headings like folders. Click on a section tab to move to that section of the ticket.

Description

The description section allow you to enter any information about the job or the job site that will be needed to complete the work or is necessary to log for future reference.

Items

The items section lists the items and their quantities and prices for the ticket. It is the items section that determines the overall total cost of a ticket.

Focus on the item add row under items and begin typing the item names to add items.

Items are organized into categories when they are created, so you can search for items based on all or part of the category path to the item and/or the items name. As you type the items who most match what you are typing will show below the box. You can select one of those items at anytime by clicking on its name or by using the keyboard up/down arrows to highlight the correct item and pressing the ENTER key to select.

Tip: To quickly select the first result press the ENTER key.

 

If an item does not exit that matches your search you will be prompted to add a new item. Press “YES” to continue and enter the name, category, and price for the new item then click the  button. The new item will be created and added to your ticket.

Next to the item name is the quantity and amount fields. Enter the correct quantity of the item used on the job and update the amount field as necessary.

The amount field of the item on the ticket will override the price specified in the item for this ticket only. It will not change the price of the item itself or the price of the item on any other ticket. 

Appointments

The appointments section displays the scheduled and completed job appointments in a grid by day and by employee. You can add or edit appointments from this section in addition to using it as a reference for labor time items for your tickets.

Attachments

The attachments section allows you to take photos or documents related to the job and upload them to the ticket for later reference. To attach a photo, or document on your desktop, click on the upload box or drag the files over the upload box. When using your mobile phone or tablet, tap on the upload icon and choose to take a photo or upload a file from you phone or tablet’s storage or photo gallery.

Comments

The comments section allows your team to communicate back and forth about the job. Easily callout other employees by typing @their_username and they will receive an email notification alerting them to the comment like below.

Jimmy can now reply in a single click from the email letting Bill know he has the parts for the job and is on his way.

The record of the conversation stays with the ticket for later reference.

Linked Tickets

The linked tickets section shows you all of the other tickets that are related to the current ticket you are viewing. Showing you the history of the job from request>>estimate>>work order>>invoicing as well as any other tasks or tickets may have been attached to the ticket along the way. Maybe parts were needed to be picked up from a supply house  will-call desk for the job. That task would be linked here so it could be completed before starting the job.

 

 

 

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