Creating a Ticket

Overview

Tickets are the starting point for work in BlueClerk. When a customer calls with a request, needs an estimate, or reports an issue, you create a ticket. Tickets track the work from initial request through completion, keeping all the details organized in one place.

What's a Ticket vs. a Job?

• Ticket: The work request or scope - "Fix the leaky faucet in the master bathroom"
• Job: A scheduled visit to perform the work - "Tuesday at 10am, John is fixing the faucet"

A single ticket can have multiple jobs (follow-up visits, parts ordering, etc.).

Step-by-Step Instructions

Creating a Ticket

1. Click "New +" in the header or go to Tickets and click "New Ticket"
2. Select a customer - Choose an existing customer or create a new one
3. Enter ticket details:
   • Description: What needs to be done
   • Priority: Low, Medium, High, or Urgent
   • Due date: When the work should be completed (optional)
   • Items/Services: Add line items for the work scope (at least one required)
4. Add photos (optional) - Attach photos showing the issue
5. Add notes (optional) - Internal notes for your team
6. Click "Create Ticket"

Required Fields

BlueClerk enforces these requirements when creating a ticket:

• Customer: You must select either a customer company or homeowner
• Items/Services: At least one line item is required to describe the work
• Ticket number: Automatically generated globally to ensure uniqueness across all companies

Ticket Number Generation

BlueClerk automatically generates unique ticket numbers when you create a ticket:

• Format: Ticket-XXXX (e.g., Ticket-0001, Ticket-0002)
• Global uniqueness: Ticket numbers are unique across the entire platform, not just your company
• Auto-increment: The system finds the highest ticket number globally and increments from there
• No duplicates: Even if another company has Ticket-0001, your first ticket will be Ticket-0002

This ensures ticket numbers never collide, even as the platform grows.

Due Date Validation

When setting a due date:

• Cannot be in the past - BlueClerk validates due dates in your company timezone
• Timezone-aware - Comparison done in your configured company timezone, not UTC
• Prevents accidents - End-of-day jobs in Central time won't be rejected due to UTC rollover

After Creating the Ticket

Once created, you can:

• Schedule a job from the ticket
• Assign it to a team member or subcontractor
• Update status as work progresses
• Add photos during the work
• Convert to invoice when complete

Ticket Details

What's Tracked

Each ticket includes:

• Ticket number - Auto-generated unique identifier
• Customer - Who requested the work
• Property - Where the work will be done
• Description - What needs to be done
• Status - Open, In Progress, Completed, etc.
• Priority - Low, Medium, High, Urgent
• Due date - When it should be done
• Items/Services - Line items describing the work scope
• Photos - Visual documentation
• Notes - Internal team notes
• Jobs - Scheduled visits for this ticket

Tips

• Be specific in descriptions - "Replace leaking shut-off valve under kitchen sink" is better than "Fix leak"
• Add photos immediately - If the customer sent photos, attach them right away
• Set realistic due dates - Consider your schedule and the urgency
• Use priorities wisely - Not everything is urgent
• Validate items early - Adding line items at creation helps with scheduling and invoicing later

Questions

Q: Can I create a ticket without scheduling a job?
A: Yes - tickets can exist without jobs. Create the ticket first, then schedule when ready.

Q: What if I don't know all the line items yet?
A: You need at least one item to create the ticket. Add a general item like "Inspection" or "Service Call" and update it after assessment.

Q: Can I change the customer after creating the ticket?
A: No - the customer is locked after creation for data integrity. Create a new ticket if you need to change the customer.

Q: Why can't I set a due date for yesterday?
A: BlueClerk validates due dates in your company timezone to prevent scheduling errors. Set the due date to today or later.

Q: What happens if my ticket number collides with another company's ticket?
A: It can't - BlueClerk scans all tickets globally to ensure every ticket number is unique across the platform.