Create/Edit Tickets
The New Ticket and Edit Ticket screens allow you to enter and edit ticket requests for your customers. When editing existing tickets, information for the customer associated with the ticket displays in the customer information section on the stage side panel.
Each field on the New/Edit Ticket screens is defined below.
| No. | Label | Definition |
| 1 | Select Customer | Customer the ticket is being created for. NOTE: This field only displays when creating new tickets. When editing existing tickets, the customer displays in the customer information section on the stage side panel. |
| 2 | Description | Description of the work being done for the ticket. |
| 3 | Status | Status of the ticket. Default Status options include New, Open, Pending, Closed, and Void. See the System Settings: System Tables - Ticket article for more information on configuring Status options. |
| 4 | Primary Contact | Name of the primary contact at the customer's company for which the ticket was created. |
| 5 | Associated Contacts | Additional contacts at the customer's company for the ticket. This dropdown is limited to contacts entered on the customer profile. |
| 6 | Contact | Name of the additional contact on the ticket. This dropdown is limited to contacts entered on the customer profile. |
| 7 | Email address for the additional contact on the ticket. This field is read-only and populates based on the associated contact selected. | |
| 8 | Role | Role for the additional contact on the ticket. |
| 9 | Type | Type of ticket. Default Type options include Phone Support, Service Call, Installation, and Break/Fix. See the System Settings: System Tables - Ticket article for more information on configuring Type options. |
| 10 | Phone | Phone number for the contact on the ticket. This field is read-only and populates based on the contact selected. |
| 11 | Priority | Level of priority/importance for the ticket. Default Priority options include High, Medium, and Low. See the System Settings: System Tables - Ticket article for more information on configuring Priority options. |
| 12 | Phone number for the contact on the ticket. This field is read-only and populates based on the contact selected. | |
| 13 | Severity | Level of severity/urgency for the ticket. Default Severity options include Emergency, High, Medium, and Low. See the System Settings: System Tables - Ticket article for more information on configuring Severity options. |
| 14 | Primary Technician | Primary tech assigned to work the ticket. This dropdown is populated with the Ticket Technicians Rep Group set in the Service category of the System Settings screen. See the System Settings: Service article for more information on configuring Primary Technician options. |
| 15 | Associated Techs | Additional techs assigned to work the ticket. When their work is complete and they are no longer needed on the ticket, you can edit the ticket and mark Associated Techs as Complete. This dropdown is populated with the Ticket Technicians Rep Group set in the Service category of the System Settings screen. See the System Settings: Service article for more information on configuring Associated Techs options. |
| 16 | Technician | Name of the associated technicians selected for the ticket. |
| 17 | Role | Role for the associated technicians selected for the ticket. |
| 18 | Work Requested | Work requested by the customer for the ticket. Take advantage of our AI-powered Reviize feature by clicking the Reviize button. See the AI-Powered: Reviize Tool article for more information about using this feature. |
These actions are available on the New/Edit Ticket screens.
- Populate the ticket with standardized information by clicking the Apply Macro button and selecting a macro option from the list. See the Add/Edit Service Macros article for more information on configuring macro options.
- Select associated technicians to assist with specific work for the ticket and designate a Role for each assigned Technician. When their work is complete and they are no longer needed on the ticket, you can edit the ticket and mark Associated Techs as Complete.
- Review the default recurring contract for the customer selected on the ticket in the stage side panel.
- Take advantage of our in-app AI tool to craft the perfect Work Requested for the ticket by clicking the Reviize button. See the AI Powered: Reviize Tool article for more information about using our in-app AI tool.