Assigning Tickets

Overview

Assigning work ensures the right people handle each job. BlueClerk lets you assign tickets and jobs to your team members or subcontractors on your roster, and now you can add additional crew members to help on a job beyond the primary assignee. The primary assignee remains unchanged - additional crew is tracked separately. When you assign a ticket to a subcontractor, both you and the subcontractor receive automatic notifications via email. When a subcontractor accepts and schedules the work, you receive another notification with the customer name, job type, and a description snippet so you stay informed about the job's progress.

Who Can Be Assigned Work?

Team Members

Team members are employees who are part of your company:

• They have user accounts in BlueClerk
• They can see their assigned work on their dashboard
• They can update job status and add photos

Subcontractors

Subcontractors are external workers or companies on your roster:

• They receive notifications when assigned
• They can schedule and complete the work
• Customer and billing stay under your account
• You receive notifications when they schedule jobs

IMPORTANT: Cross-Company Visibility - Subcontractors now see jobs assigned to them from ANY contractor company they're rostered with, not just jobs from their own company. This means if you assign a ticket to a sub, they'll see it in their jobs list even if the work belongs to your company. This matches real-world workflows where subs work for multiple general contractors.

Assigning a Ticket to a Team Member

From the Ticket Detail Page

1. Open the ticket you want to assign
2. Click "Assign" or the assign icon
3. Select a team member from the dropdown
4. Click "Save"
5. The team member sees it on their dashboard immediately

What the Team Member Sees

• Ticket appears in their assigned work list
• They receive a notification (if enabled)
• They can schedule it as a job
• They can update status and add notes

Assigning a Ticket to a Subcontractor

From the Ticket Detail Page

1. Open the ticket you want to assign
2. Click "Assign to sub" (or "Reassign sub" if already assigned)
3. Select a subcontractor from your roster dropdown
4. Click "Save"
5. Both you and the sub receive email notifications about the assignment

What Happens After Assignment

• Sub receives email notification with ticket details
• Sub can view the ticket in their app (cross-company)
• Sub can schedule the work as a job on their calendar
• You receive a notification when they schedule it, including:
  • Customer name
  • Job type/description snippet
  • Scheduled date and time

Notifications You'll Receive

When the subcontractor schedules the assigned work:

• Email notification with job details
• In-app notification (if enabled)
• Customer name so you know which job
• Description snippet to confirm the work scope
• Scheduled date/time so you can track progress

Adding Additional Crew Members

Beyond the Primary Assignee

Sometimes you need multiple people on a job:

1. Open a scheduled job
2. Find the "Additional Crew" section
3. Click "Add Crew Member"
4. Select team members or subs from the dropdown
5. Click "Save"

How Additional Crew Works

• Primary assignee stays unchanged - they're still the lead
• Additional crew is tracked separately - doesn't change assignment
• Everyone sees the job on their schedule
• Perfect for helpers - apprentices, laborers, or specialists

Reassigning Work

Changing the Assignee

If you need to change who's handling a ticket or job:

1. Open the ticket or job
2. Click "Reassign" or the assign icon
3. Select a different person
4. Click "Save"
5. Original assignee is notified (if configured)
6. New assignee sees it immediately

When to Reassign

• Team member is unavailable
• Wrong person was assigned initially
• Workload needs balancing
• Specialist is needed for certain tasks

Unassigning Work

Removing an Assignment

To remove an assignment entirely:

1. Open the ticket or job
2. Click "Unassign" or select "None" in the dropdown
3. Click "Save"
4. Work returns to unassigned pool

Unassigned work appears in your general tickets or jobs list where any team member can claim it or an admin can assign it.

Best Practices

Assign Early

Assign work as soon as you know who should handle it - this helps team members plan their day and ensures nothing falls through the cracks.

Match Skills to Work

Assign tickets to people with the right skills and certifications. Don't send your plumber to an electrical job.

Balance Workload

Keep an eye on how much work each person has. Reassign if someone gets overloaded.

Use Additional Crew for Training

Add apprentices to jobs as additional crew so they can learn while an experienced tech leads.

Communicate Changes

If you reassign work, let the original assignee know why - especially if it's a customer they've worked with before.

Tips

• Team members only see their own assigned work by default (they can view all if they have permissions)
• Subs see jobs from all contractors they're rostered with - your assignments appear alongside their own company's work
• Notifications help everyone stay informed - you know when subs schedule, they know when you assign
• Additional crew doesn't change the assignee - use it for helpers, not reassignment
• Unassigned tickets don't disappear - they just return to the general pool

Questions

Q: Can I assign a ticket to multiple people?
A: You can assign one primary person, then add additional crew members to help. The primary assignee is responsible for completion.

Q: What if the subcontractor doesn't have a BlueClerk account?
A: You can invite them from the subcontractors page. They'll receive an email to create an account and join your roster.

Q: Will my team member see tickets assigned to subs?
A: Team members only see tickets assigned to them unless they have admin permissions. Subs see jobs assigned to them from any contractor.

Q: Can I assign a job to someone from a different company?
A: Only if they're a subcontractor on your roster. Team members must be part of your company.

Q: When do I get notified about sub assignments?
A: You and the sub both receive email notifications immediately when you assign the ticket. You receive another notification when they schedule the work as a job.

Q: Can subs see my other customers or jobs?
A: Subs only see jobs specifically assigned to them. They don't have access to your full customer list or unrelated work.