Submit Tickets
Creating, viewing, and managing support tickets from the technician portal.
Overview
The ticket feature in the Tech Portal lets you view your assigned tickets, create new tickets for issues found in the field, and add notes to existing tickets. This keeps the office informed and creates a record of work performed.
Access your tickets by clicking My Tickets from the Tech Portal home screen, or navigate directly to /tech/tickets.
My Tickets List
The ticket list shows all tickets that are assigned to you or that you have created.
Filtering
Use the filter tabs at the top to narrow the list:
| Filter | Description |
|---|---|
| All | Shows all tickets (default). |
| Assigned | Shows only tickets assigned to you. |
| In Progress | Shows tickets with status "in_progress." |
| Resolved | Shows tickets with status "resolved." |
Ticket List Fields
Each ticket in the list shows:
| Field | Description |
|---|---|
| Reference Number | The unique ticket ID (e.g., TKT-A1B2C3). |
| Subject | Brief description of the issue. |
| Status | Current status badge (Open, In Progress, Resolved, Closed). |
| Priority | Priority level badge (Low, Medium, High, Urgent). |
| Customer Name | The name of the customer who reported the issue. |
| Property Address | The property address associated with the ticket (if applicable). |
| Created | When the ticket was created. |
Click any ticket to open its detail page.
Creating a New Ticket
Click Add support ticket at the top of the ticket list to create a new ticket.
Customer Search
At the top of the new ticket form, you can search for an existing customer by typing their name or email. The search runs automatically with a 300ms delay. If a match is found, click it to auto-fill the customer information. Click Clear to remove the selection and search again.
New Ticket Fields
| Field | Required | Description |
|---|---|---|
| Customer Name | Yes | The customer's name. Auto-filled from search, or type manually. Example: "Jane Doe" |
| Customer Email | Yes | The customer's email. Auto-filled from search, or type manually. Example: "jane@example.com" |
| Customer Phone | No | The customer's phone number. Example: "613-555-9876" |
| Subject | Yes | A brief summary of the issue. Be clear and specific. Example: "Motion detector in garage giving false alarms" |
| Description | Yes | A detailed description of the issue. Include what you observed, what you tried, and the current state. Example: "Customer reports motion detector in attached garage triggers the alarm 2-3 times per week, usually around 3-4 AM. Detector is DSC LC-100PI mounted on the ceiling. Checked for spider webs — none found. Sensitivity appears to be set to high. Pet immunity is off. Recommend replacing with pet-immune model or adjusting sensitivity." |
| Category | No | The type of issue. Options: Alarm, CCTV, Access Control, Intercom, General (default). |
| Priority | No | How urgent the issue is. Options: Low, Medium (default), High, Urgent. Use "Urgent" only for critical situations like system failures or security breaches. |
Click Submit Ticket to create. On success, you're redirected to the new ticket's detail page. The office will be notified via email and Google Chat (if configured).
Ticket Detail
The ticket detail page shows complete information about a ticket including its description, status, property info, and any chat history from the support chatbot.
Detail Fields
| Field | Description |
|---|---|
| Reference Number | The unique ticket ID. |
| Subject | The issue summary. |
| Description | The full issue description. |
| Status | Current status — Open, In Progress, Resolved, Closed. |
| Priority | Priority level — Low, Medium, High, Urgent. |
| Category | Issue category — Alarm, CCTV, Access Control, Intercom, General. |
| Customer | Customer name, email, and phone. |
| Property | Property address and account number (if linked). |
| Assigned To | Which technician is assigned. |
| Created / Updated | When the ticket was created and last updated. |
| Resolution | If resolved, the resolution text. |
Chat History
If the ticket was created from a Support Chatbot conversation, the full chat history is displayed. This gives you context about what the customer described and what the chatbot suggested before the ticket was created.
Adding Notes
You can add notes to tickets to document your work, observations, or next steps. Type your note in the text area and click Add Note. Notes are visible to the admin team and are timestamped with your technician name.
Updating Status
You can update the ticket status from the detail page. For example, set it to "In Progress" when you start working on it, or "Resolved" when the issue is fixed.