# Scheduling the Visit / invoicing ticket

# Making a Ticket

## From the Office

- <span style="white-space: pre-wrap;">Two ways: from the customer's account, or from the </span>****Work Order****<span style="white-space: pre-wrap;"> button on the board. Work Orders are only handy if you know the technician, the date, and time. </span>
- ****Best practice:****<span style="white-space: pre-wrap;"> create it from the </span>****customer's account.****<span style="white-space: pre-wrap;"> This shows visit history and any open projects.</span>

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

- Search for the customer.
- <span style="white-space: pre-wrap;">Tap </span>****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. <span style="white-space: pre-wrap;">Click </span>****Service****.
3. <span style="white-space: pre-wrap;">Click </span>****Add Concern****.
4. Add a project on the same concern.
5. <span style="white-space: pre-wrap;">Click </span>****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. <span style="white-space: pre-wrap;">Set the status to </span>****Ready for Dispatch****.

> ****STATUS FLOW:****<span style="white-space: pre-wrap;"> As the technician works the job, status updates automatically: </span>****In Progress → Completed → Checked****.

## Managing Visits Within a Project

- <span style="white-space: pre-wrap;">To add multiple visits to one project, click </span>****New Visit****<span style="white-space: pre-wrap;"> in the open project</span>
- You can merge or split a project.
- Add the part and quantity as needed.
- <span style="white-space: pre-wrap;">The </span>****Financials****<span style="white-space: pre-wrap;"> tab is where the system automatically processes billing information.</span>

## While the Technician Is On-Site

- The technician has access to the ticket and records all information here.
- <span style="white-space: pre-wrap;">They update the status from </span>****In Progress****<span style="white-space: pre-wrap;"> to </span>****Work Performed****<span style="white-space: pre-wrap;"> to </span>****Complete****.
- <span style="white-space: pre-wrap;">To resolve a ticket, go to </span>****Overview****<span style="white-space: pre-wrap;"> and click the green </span>****Resolve****<span style="white-space: pre-wrap;"> button to close it out.</span>

## Billing

- <span style="white-space: pre-wrap;">Click into </span>****Future Work****<span style="white-space: pre-wrap;">, then </span>****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.
- <span style="white-space: pre-wrap;">Once ready to bill, mark as </span>****Checked****<span style="white-space: pre-wrap;"> and post the bill.</span>
- If the customer is on auto-billing, their card or ACH will be charged automatically.
- <span style="white-space: pre-wrap;">If you need to mail the invoice instead, click </span>****View Bill****<span style="white-space: pre-wrap;"> and mail it.</span>