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 attached to the ticket are now included as clickable links and thumbnails.

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

Work that needs to be scheduled or started. These are your active tickets waiting for attention.

Scheduled

Tickets that have been scheduled as jobs with specific dates and times.

Completed

Work that has been finished. Completed tickets show in your history but don't clutter your active list.

Cancelled

Tickets that were cancelled before completion. Click the inline "Reopen" button to restore a cancelled ticket to OPEN status instantly.

Ticket Photos in Emails

When you send ticket information via email to customers or subcontractors:

• Thumbnail previews - First 3 photos appear as image thumbnails in the email
• Full photo list - All photos are listed as clickable links below thumbnails
• Direct access - Recipients can view full-size images by clicking any link
• Professional presentation - Photos help clarify scope and set expectations

What Gets Included

• Up to 8 photos - Only the first 8 photos from a ticket are included
• Absolute URLs - Links work from any email client
• Filename labels - Each photo shows its filename for reference

This makes it easier for subcontractors to understand the work before arriving on-site, and helps customers visualize what needs to be done.

Filtering Tickets

Use the status filter at the top to show:

• All tickets - Everything regardless of status
• Open - Only tickets waiting for action
• Scheduled - Only tickets with scheduled jobs
• Completed - Only finished work
• Cancelled - Only cancelled tickets

Searching Tickets

The search box filters tickets by:

• Ticket number
• Customer name
• Property address
• Description
• Items/services

Taking Action

Reopening Cancelled Tickets

If you need to restore a cancelled ticket:

1. Find the cancelled ticket in your list (filter by "Cancelled" status)
2. Click "Reopen" in the ticket row
3. Ticket status changes to OPEN immediately
4. The ticket reappears in your active tickets list

Other Actions

Click any ticket row to:

• View full details
• Schedule a job
• Edit the ticket
• Add photos
• Update status
• Assign to a team member or subcontractor

Tips

• Keep tickets organized - Move completed tickets to Completed status to declutter your active list
• Use search - Faster than scrolling when you have many tickets
• Cancelled isn't deleted - Cancelled tickets stay in your records and can be reopened anytime
• Photos clarify scope - Attach photos to tickets before sending to subcontractors so they know exactly what to expect