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Tickets

A ticket is a follow-up item your team needs to act on. It might be a customer complaint, a text message waiting for a reply, or a reminder to call someone back. Tickets stay open until someone resolves them, so nothing slips through the cracks.

Open the board from the sidebar by clicking Tickets.

note

Tickets may need to be enabled by your administrator before they appear in your sidebar.

In This Section​

  • Tickets Board - Organize open tickets into buckets, filter and search, and drag tickets between columns
  • Working a Ticket - Open the ticket drawer to read details, snooze with a reminder, reply to texts, and close tickets

Where Tickets Come From​

Tickets flow onto the board from several places:

  • Notes with a remind date. When you add a note to a customer, lead, or technician and set a remind date, that note becomes an open ticket. See Add Note Drawer, Customer Notes, and Technician Notes Tab.
  • Jobs. From a job's detail drawer, click Create Ticket to log a Compliment, Complaint, Breakage, or Note. Add an optional Sub-Type and Notes. Set an Open for follow-up on date to keep the ticket open. Leave the date blank to log it and close it right away.
  • Survey scores. Customer survey responses can create tickets so your team can follow up on feedback.
  • The system. Pulse creates tickets automatically for events like cancellations and schedule changes. A low or falling scorecard rating and a job photo upload open tickets through the built-in automations Other Survey Failure and Other Photo Ticket, which you can pause under Office > Automations.

However a ticket is created, it lands on the Tickets board. Work it there, then close it when you are done.