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 Ticket" in the navigation or dashboard
2. Select a customer:
   • Search for existing customers
   • Or click "Add Customer" to create new
3. Select a property:
   • Choose from customer's properties
   • Or add a new property
4. Fill in ticket details:
   • Title: Brief description (e.g., "Water heater not working")
   • Description: Detailed information about the issue
   • Service type: Select the category of work
5. Add optional information:
   • Customer PO number (if provided)
   • Due date (if time-sensitive)
   • Attach photos
6. Save the ticket

Ticket Number

Each ticket gets an auto-generated number like "Ticket-0001". This:

• Auto-increments for each new ticket
• Is unique to your company
• Can be referenced in communications

Adding Details to Tickets

Items/Services

Add specific services or products to the ticket:

1. Click "Add Item" in the ticket
2. Select from your item catalog or create new
3. Enter quantity if applicable
4. Items help with:
   • Accurate estimates
   • Invoice creation
   • Tracking what work is needed

Photos

Attach photos to document the issue:

1. Click "Add Photos" or the camera icon
2. Upload images from your device
3. Add captions to explain each photo
4. Photos carry through to jobs and reports

Notes

Add internal notes for context:

• Customer history
• Special instructions
• Parts needed
• Access information

Ticket Statuses

Status Flow

Tickets progress through these statuses:

1. Open: New ticket, work not started
2. In Progress: Work is actively happening
3. Completed: All work finished
4. Cancelled: Work cancelled (won't be done)

Changing Status

• Status changes automatically when creating/completing jobs
• You can manually change status from the ticket detail page
• Add a note when changing status to document why

From Ticket to Job

Converting to Job

1. Open the ticket
2. Click "Schedule Job" or "Create Job"
3. Enter scheduling details:
   • Date
   • Time preference (AM, PM, specific time)
   • Assigned team member
4. Save the job

Multiple Jobs per Ticket

Some tickets need multiple visits:

• Initial assessment
• Parts pickup
• Completion visit
• Follow-up/warranty

Each creates a separate job, all linked to the original ticket.

Tips

• Write clear, descriptive titles - you'll search for them later
• Add photos of issues when the customer sends them
• Use consistent service categories for reporting
• Set due dates for time-sensitive work
• Link tickets to projects for organized tracking

Common Questions

Q: Can I edit a ticket after creating it? A: Yes, you can edit ticket details anytime. Changes are logged for audit purposes.

Q: What happens to the ticket when the job is done? A: The ticket can be marked complete when all associated work is finished.

Q: Can I convert a ticket to an invoice without a job? A: Yes, you can create an invoice directly from a ticket if you don't need to schedule a job.

Q: How do I find old tickets? A: Use the Tickets list with filters for date, status, customer, or search by ticket number.

Related Articles

• Assigning Tickets to Team Members
• Understanding Ticket Statuses
• Scheduling a Job