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Tickets and time

Tickets are how work arrives and how you prove it was done. This page needs Service Desk.

Where tickets come from

  • Your team: open Tickets and press New ticket.
  • The client portal: a signed-in client raises a ticket from the portal (Web Integration & Portals).
  • Email: with Service Desk → Email intake connected, mail sent to your support address becomes a ticket, and replies thread onto it.

The tickets list

Anatomy of a ticket

A ticket with targets, conversation and time

Field What it does
Category What kind of problem it is, from your starter set (for example Network, Email, Billing). Drives reporting and routing.
Priority How urgent it is (Urgent to Low, or P1 to P4). With a service plan, priority sets the response and resolution targets.
Team Which team owns it (Support, or Service desk / Field / Projects for IT).
Assignee The person working it.
Status Where it is. Statuses that wait on the client stop the target clock.
Client / company Who it is for. Links the ticket to their record, plan and rates.

Service plans and targets

If the client's company has a service plan (a Tier for IT services, a Membership otherwise), the ticket shows two targets taken from the plan and the ticket's priority:

  • Response: how quickly someone must reply first.
  • Resolution: how quickly the problem must be fixed.

The clock pauses while the ticket waits on the client, and tickets close to breaching a target appear on the dashboard's attention list. Plans are managed under Settings → Plans, and targets under Settings → SLA.

Logging time

Time can be recorded three ways from a ticket:

  1. Timer: start it when you begin and stop it when you finish.
  2. Log time: enter the duration when you stop.
  3. Log time manually: record time afterwards, with a date and a note.

When time is logged, its rate is fixed using the first that applies:

  1. the client's own rate,
  2. the staff member's rate,
  3. the default rate from the setup wizard,

minus any discount from the client's service plan. Because the rate is fixed when the time is logged, a later rate change never re-prices past work.

Replying and closing

Reply from the ticket. The client receives the email, and a signed-in client sees the whole thread in the portal. When the work is done, close the ticket; with CSAT on, the client is asked for a satisfaction rating.

Unbilled time on the client's tickets can then be added to an invoice as line items. See Deals, estimates and invoices.

Next: email delivery.