Manage Tickets
Complete guide to creating, filtering, assigning, and resolving support tickets.
Overview
The Tickets section is where you manage all support requests. Tickets can be created manually by admins, by technicians through the Tech Portal, by customers through the Support Chatbot, or automatically from email conversations. Each ticket tracks a customer issue from creation through resolution.
Every ticket has a unique reference number (e.g., TKT-A1B2C3) that customers can use to track their issue.
Ticket List
Navigate to Tickets in the sidebar to see all support tickets. The list shows each ticket's reference number, subject, customer name, property address, priority badge, status badge, and creation date.
Filtering & Searching
Use these controls to narrow down the ticket list:
| Filter | Type | Options |
|---|---|---|
| Status Tabs | Tab buttons | All (default), Open, In Progress, Resolved. Click a tab to show only tickets with that status. |
| Search | Text input | Search by reference number, subject, or customer name. Type your search term and press Enter or click the search icon. |
| Priority | Dropdown | All Priorities (default), Low, Medium, High, Urgent. |
| Category | Dropdown | All Categories (default), Alarm, CCTV, Access Control, Intercom, General. |
| Assigned To | Dropdown | All Technicians (default), Unassigned, or any specific technician name from your technicians list. |
Sorting
Click column headers to sort the ticket list:
- Date — Sort by creation date (newest or oldest first). Default: newest first.
- Reference — Sort alphabetically by reference number.
- Status — Sort by status.
Click the same column again to reverse the sort order.
Creating a New Ticket
Click the New Ticket button in the ticket list to open the ticket creation form. You can link a ticket to an existing customer or enter customer details manually.
New Ticket Form Fields
| Field | Required | Description |
|---|---|---|
| Customer Search | No | Type a customer name, email, or account number to search existing customers. A dropdown appears with matching results. Selecting a customer auto-fills the name, email, phone, and loads their properties. You can click "Change" to clear the selection and search again. |
| Property | No | When a customer is selected that has properties, a dropdown appears listing their properties by address and account number. Select a property to link the ticket to that location. Choose "No property" to skip. |
| Name | Yes | The customer's full name. Auto-filled when a customer is selected, or enter manually. Example: "John Smith" |
| Yes | The customer's email address. Used for sending ticket confirmations and updates. Auto-filled when a customer is selected. Example: "john@example.com" | |
| Phone | No | The customer's phone number. Auto-filled when available. Example: "613-555-1234" |
| Subject | Yes | A brief summary of the issue. Keep it concise and descriptive. Example: "Alarm panel beeping after power outage" |
| Description | Yes | A detailed description of the issue. Include relevant details like when the problem started, any error codes, and what the customer has already tried. Example: "Customer reports their DSC alarm panel has been beeping intermittently since the power outage last night. The display shows a low battery warning. Panel model: DSC 1832." |
| Category | No | The type of issue. Options: Alarm, CCTV, Access Control, Intercom, General. Default: General. |
| Priority | No | How urgent the issue is. Options: Low (minor issue, no rush), Medium (standard priority, default), High (needs prompt attention), Urgent (critical — system down, security breach). Default: Medium. |
| Assign To | No | Select a technician to assign the ticket to. The list comes from the technicians configured in Settings → Support → Technician. Leave as "Unassigned" if you want to assign later. |
Click Create Ticket to submit. On success, you'll be redirected to the new ticket's detail page. The system sends email notifications to the admin and the customer, and optionally a Google Chat notification.
Ticket Detail Page
Click any ticket in the list to open its detail page. Here you can view all ticket information, update status, add notes, and resolve the issue.
Ticket Information
The detail page shows:
- Reference Number — The unique ticket ID (e.g., TKT-A1B2C3).
- Subject — The ticket subject line.
- Description — The full description of the issue.
- Customer — Name, email, and phone.
- Property — Linked property address and account number (if applicable).
- Category — The ticket category (Alarm, CCTV, etc.).
- Created — When the ticket was created.
- Chat History — If the ticket was created from a chatbot conversation, the full chat transcript is shown.
Status
Use the Status dropdown to change the ticket's current state. Changes save immediately. The available statuses are:
- Open — Newly created, not yet being worked on.
- In Progress — Someone is actively working on the issue.
- Resolved — The issue has been fixed. Requires a resolution description.
- Closed — The ticket is fully closed and archived.
Priority
Use the Priority dropdown to adjust the urgency level. Changes save immediately. Options:
- Low — Minor issue, can be addressed when convenient.
- Medium — Standard priority, should be handled in normal workflow.
- High — Important, needs prompt attention.
- Urgent — Critical issue (system down, security breach) — needs immediate action.
Assign To
Use the Assign To dropdown to assign the ticket to a specific technician. The list of technicians comes from Settings → Support → Technician. When you assign a ticket, the technician receives an email notification and can view the ticket in their Tech Portal. Select "Unassigned" to remove the assignment.
Adding Notes
The notes section allows you to add comments to the ticket. Each note includes a timestamp and the author name.
| Field | Description |
|---|---|
| Note Text | The content of your note. Type your update, observation, or next steps here. Example: "Called customer, scheduled site visit for Thursday 10am." |
| Internal Only | A checkbox that controls visibility. When checked (default), the note is visible only to admins and technicians. When unchecked, the note is also visible to the customer in their Customer Portal. |
Click Add Note to save the note. Notes cannot be edited or deleted after creation.
Resolving a Ticket
To resolve a ticket:
- Enter a Resolution description in the resolution textarea. Describe what was done to fix the issue. Example: "Replaced backup battery in DSC 1832 panel. Tested all zones — system operating normally."
- Click Mark Resolved. This sets the ticket status to "Resolved" and saves the resolution text.
The customer receives an email notification when their ticket is resolved. They can view the resolution in the Customer Portal.
Converting to Knowledge Base
After resolving a ticket, you can convert it to a knowledge base article so the AI chatbot can answer similar questions in the future. Click the Add to Knowledge Base button on the ticket detail page. The system uses the ticket subject as the "problem" and the resolution as the "solution," creating a new KB entry that you can then edit in the Knowledge Base section.
Ticket Lifecycle
A typical ticket follows this lifecycle:
- Created — A ticket is created (from chatbot, admin, technician, or email). Status: Open.
- Triaged — Admin reviews the ticket, sets the priority and category, and assigns it to a technician.
- In Progress — The assigned technician starts working on the issue. Status changes to In Progress.
- Resolved — The issue is fixed. A resolution is written and the status changes to Resolved. The customer is notified.
- Closed — After confirmation, the ticket is closed. Optionally converted to a KB article.
Notifications
The system sends notifications at key points in the ticket lifecycle:
- Ticket Created — Email to the admin and the customer. Google Chat notification (if enabled).
- Ticket Assigned — Email to the assigned technician. Google Chat notification.
- Ticket Resolved — Email to the customer with the resolution details.
Notification settings (email recipients, Google Chat webhook) are configured in Settings → Support.