Scheduling the Visit / invoicing ticket

Making a Ticket

From the Office

• Two ways: from the customer's account, or from the Work Order button on the board. Work Orders are only handy if you know the technician, the date, and time.
• Best practice: create it from the customer's account. This shows visit history and any open projects.

From the Field (On-Call Technician, via the App)

• Search for the customer.
• Tap Create Emergency Ticket.
• Add the concern and submit.
• The ticket appears on the technician's board/job list.

1. Go to the customer's account.
2. Click Service.
3. Click Add Concern.
4. Add a project on the same concern.
5. Click Visits, then click the service ticket number.
6. Schedule the date and arrival window.
7. Add labels.
8. Add notes.
9. Add parts, if applicable.
10. Set the status to Ready for Dispatch.

STATUS FLOW: As the technician works the job, status updates automatically: In Progress → Completed → Checked.

Managing Visits Within a Project

• To add multiple visits to one project, click New Visit in the open project
• You can merge or split a project.
• Add the part and quantity as needed.
• The Financials tab is where the system automatically processes billing information.

While the Technician Is On-Site

• The technician has access to the ticket and records all information here.
• They update the status from In Progress to Work Performed to Complete.
• To resolve a ticket, go to Overview and click the green Resolve button to close it out.

Billing

• Click into Future Work, then Financials, to see the amount of work performed.
• Note whether the work is billable and generate the invoice.
• Add any additional parts or an emergency visit fee to the invoice.
• Once ready to bill, mark as Checked and post the bill.
• If the customer is on auto-billing, their card or ACH will be charged automatically.
• If you need to mail the invoice instead, click View Bill and mail it.