Managing Tickets

Overview

The ticket list shows all your work requests in one place. Filter by status, search for specific tickets, and take action directly from the list — including a quick Reopen button for cancelled tickets that lets you restore them to OPEN status with one click. When you send ticket notifications or emails to customers and subcontractors, any photos or attached documents (PDFs) on the ticket are included as clickable links — images appear as constrained thumbnails (to display reliably across mail clients) and PDFs/documents show a file icon and filename so recipients can download or view them.

Viewing Ticket Details

Click a ticket row to open the Ticket Details dialog. The detail view gives you everything you need at a glance: ticket number, status, due date, property address, description, photos, line items, and assignment information.

Business customers

• For tickets associated with business (commercial) customers, the Ticket Details view now shows the business's primary contact information in addition to the company name. You'll see the saved contact name, email, and phone number for the business contact directly in the ticket header/details so you can quickly identify who to call or email.
• Phone numbers for business contacts are displayed exactly as they were saved in the business record (the display does not reformat or normalize the stored value).
• When you open the Edit Ticket flow from the detail dialog, the business contact name is also visible in the edit modal so you can confirm or update contact-related details while editing the ticket.

This makes it easier to reach the right person for commercial accounts without having to open the customer record separately.

Accessing your Tickets

1. Click "Operations" in the sidebar
2. Select "Tickets" from the flyout menu
3. View your tickets list with filters and search

Ticket Statuses

Open

The ticket is new or waiting for action.

• Work hasn't been started
• May need to be scheduled
• Waiting for customer approval
• Parts may need to be ordered

Other statuses

Use the status filters to find tickets in Progress, Completed, Cancelled, or any custom statuses your company uses. Cancelled tickets expose a Reopen button in the list and detail dialog so you can restore work without recreating the ticket.

Actions & Inline Tools

• Quick actions: assign, schedule, cancel, or convert a ticket to a job from the ticket row or the detail dialog.
• Inline Reopen: cancelled tickets show a Reopen control so you can restore them to OPEN status in one click.
• Attachments & photos appear inline in the dialog and are included in ticket notification emails.

Tips

• Use the search box to find tickets by ticket number, property address, or customer name.
• When working with business customers, check the contact fields shown in the ticket detail header — they are the quickest way to reach the business decision-maker or onsite contact.

Questions

Q: Where do the business contact details shown on the ticket come from?
A: They are pulled from the business (company) record associated with the ticket (the company's saved contactName, contactEmail, and contactPhone).

Q: Will phone numbers be reformatted in the ticket view?
A: No. Business contact phones are displayed exactly as saved in the company record.

Q: Can I edit the business contact from the ticket dialog?
A: The ticket detail and edit flows surface the business contact information for reference. To permanently change a company's contact information, edit the customer (company) record in Customers/Company settings; updates will then appear on the ticket.