Managing Tickets

Overview

The ticket list shows all your work requests in one place. Filter by status, search for specific tickets, filter by assignment status (assigned to sub, unassigned, or all), and use the 3-way scheduling filter to see tickets that need scheduling, tickets already scheduled, or all tickets. The new Assigned column shows which subcontractor is handling each ticket, making it easy to track who's responsible for what work.

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 Columns

Ticket ID

The unique ticket number (e.g., TKT-1234) that identifies this work request.

Customer

The customer name who requested the work.

Property

The address where the work will be performed.

Description

A brief summary of what needs to be done.

Status

Current ticket status: OPEN, IN_PROGRESS, COMPLETED, or CANCELLED.

Assigned

Shows which subcontractor the ticket is assigned to, if any. Empty if unassigned.

Created

When the ticket was created.

Filtering Tickets

By Status

Use the status dropdown to filter:

• All Tickets - Show everything
• Open - Tickets waiting to be scheduled or started
• In Progress - Actively being worked on
• Completed - Work finished
• Cancelled - No longer needed

By Assignment

Use the assignment dropdown to filter:

• All - Show all tickets regardless of assignment
• Assigned to Sub - Only tickets assigned to subcontractors
• Unassigned - Only tickets not assigned to anyone

By Scheduling Status

Use the scheduled filter dropdown to see:

• Needs Scheduling - Tickets without an active job (the default view)
• Scheduled - Tickets that already have an active job
• All - Show all tickets regardless of scheduling status

This 3-way filter matches the UX in the standalone Tickets page, so filtering works the same whether you reach the list via Operations or via the dedicated Tickets view. The "Needs Scheduling" default shows the original behavior - tickets that still need a job created.

Searching

Type in the search box to find tickets by:

• Ticket number
• Customer name
• Property address
• Description text

Results filter automatically as you type.

Taking Action

Quick Actions

From the ticket list, you can:

• Click any row to open the ticket detail dialog
• View assignment in the Assigned column
• See status at a glance with color-coded status badges

From Ticket Detail

Once you open a ticket, you can:

• Assign to a team member or subcontractor
• Schedule a job to perform the work
• Update status as work progresses
• Add notes and attachments
• Create an estimate if needed
• Mark complete when finished
• Reopen if it was cancelled

Tips

• Filter by "Needs Scheduling" to see what work still needs a job created
• Filter by "Scheduled" to review tickets that already have jobs
• Use the Assigned column to quickly see which subs are handling what
• Search is fast - just start typing to find tickets
• Status colors help you scan the list quickly

Questions

Q: What's the difference between a ticket and a job? A: A ticket is the work request - what needs to be done. A job is a scheduled visit to perform that work. One ticket can have multiple jobs if follow-up visits are needed.

Q: Why would I want to see "Scheduled" tickets? A: The old binary toggle hid tickets like Ticket-58 that already had active jobs. The new 3-way filter lets you review tickets that are already scheduled without them disappearing from the list.

Q: Can I assign a ticket to multiple people? A: The primary assignee is tracked in the Assigned column. For jobs with multiple crew members, use the "Additional Crew" feature on the job detail page.

Q: What happens when I assign a ticket to a subcontractor? A: Both you and the subcontractor receive automatic notifications. The subcontractor sees the ticket in their Pending Tickets section and can schedule it as a job.