Ticketing System Guide
Follow these steps to log, track, and close tickets without guesswork.
Tip: Keep updates short and clear. Everyone on the team will read them.
1. Create a Ticket
- Click New Ticket from the Tickets page or start from a customer profile.
- Select the queue that matches the work: Customer Care, Billing, or Field.
- Enter what happened in one or two sentences. Add contact info if it is missing.
- Attach any screenshots, bills, or photos that help explain the issue.
2. Work the Ticket
- Use the Status dropdown to show progress (New, In Progress, Waiting, Resolved).
- Tag the assignee so the right person or team gets notified.
- Add notes whenever you talk to the customer, visit the site, or change a setting.
- Need to pause? Set the ticket to Waiting and add a short reason.
3. Close the Ticket
- Confirm with the customer or requester that the issue is fixed.
- Switch the status to Resolved or Closed, whichever matches the outcome.
- Fill in time spent so we can report on effort and costs.
- Update the resolution summary in one sentence for future readers.
Role Highlights
Customer Care
- Log every call as a ticket to keep a history for the account.
- Use the Merge option if the same customer reports the issue twice.
- Share clear next steps when handing off to Billing or Field teams.
Billing
- Check the Payments tab inside a ticket to view related transactions.
- Attach receipts or payment confirmations so Customer Care can answer follow-up questions.
- Set the ticket to Waiting if you are waiting for proof of payment.
Field Technicians
- Use the mobile view to upload photos, speed tests, or device readings on-site.
- Change the status to In Progress when you start the visit so dispatch knows you are active.
- After the fix, list the steps taken so future calls are faster to resolve.
Staying Organized
- Filter by queue or status to work through your list without distraction.
- Use Saved Views to create quick filters like "My Open Tickets" or "Waiting on Customer".
- Export ticket lists to CSV when management needs a weekly report.
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