Creating a Service Ticket

Creating a New Service Ticket

• Go to the customer's account.
• Click Concerns +, enter a description of the issue (for example, "Water Leak"), and save.
• Click Projects + and select the concern you just created.
• In the ticket, click Visits and open the visit by its ticket number.
• Click + and add the relevant equipment or job types (for example, a boiler or expansion tank).
• In the Visit tab, set the service date.
• Add the assigned technician.
• Enter the job order.
• Select the arrival window.
• Add any needed parts to the visit.
• Under Activity in the top right, click + to see the available note types. Use Project Note when the note should be visible to technicians, and enter details relevant to the visit.
• Add a separate activity under Dispatch for details the dispatcher needs to see, such as when the customer will be home.
• Open the service board to confirm the ticket now appears there.

Creating a New Visit in the Same Project

Use this when going out again for the same issue.

• Go to the customer's account.
• Click Projects and select the applicable project (for example, a water leak). If you don't see your project, toggle All Projects.
• In the ticket, click New Visit.
• Click the ticket number to open the service ticket.
• Set up the ticket as needed.