Tickets Module

Table of Contents

Creating a New Ticket
Ticket Workflow
Communications/Comments Module
Ticket Search and Filters
Columns Customization
Quickview
Splitting Tickets
Completing a Ticket
Rework Tickets
Deleting a Ticket
Ticket Recovery
Invoiced Ticket Status
Ticket Comment with Status
Subscribing to Tickets
Send RMM Installer from Ticket

Tickets FAQ

What triggers a change in the ticket status and progress widget?

Where are Tickets sent from?

There are many different ways to create Tickets in Syncro! Some of which include...

Create a New Ticket

To create a new ticket in-app, navigate to the Tickets Tab and select the green button on the right that says 'New Ticket'.

Fill in the fields, the problem description does get emailed like any public ticket comment. The email will have your header and footer on it, and a link to the customer profile where they can view the ticket.

You are able to create more custom fields for the new ticket page, and also adjust the items in the drop-down boxes.

Ticket Workflow

The ticket system tries to help with workflow, but you can ignore that if you want. It starts out with the ticket needing a diagnosis. To do that, just put a comment on the ticket with the subject 'Diagnosis'. Now the ticket will no longer be pink on the ticket list, it's a regular in-process ticket.

Next, you probably want to let the system and your team know if/when the job was approved, to do that just make a comment with the subject 'Approval'. Maybe something like;

"Per our phone call, thanks for approving us to proceed with the repair - we'll contact you as soon as it's ready!"

Now the ticket will have the second item in the progress list checked off, it's been diagnosed, and approved, and you are ready to do the repair.

Be sure to comment every 3 or 4 days if the job is going to take a while to complete, that will keep the ticket from turning yellow or red in the ticket list. It's a good practice to make 'public' comments instead of hidden tech notes, or at least make one public comment for every hidden comment. This way your customer will be comforted with the knowledge that their repair is progressing, and keep them from calling in asking for a status update(usually frustrated).

 

Communications/Comments Module

This is the place to add notes and send updates to the customer as to the ticket progress.

  1. Email drop-down: This determines the communication method to send to the customer, or whether to make a public or private note in the log. All selections will record an entry.
    • Email: Sends an email to a customer and also includes a preview of the email address you're sending to. Note: If the customer has no email, or they have No Email - Of Any Kind checked in their profile, this option will not appear.
    • Private Note: Add a private note to the Ticket for internal eyes only. These will NOT be sent to customers. They become "Internal Comments" once sent and appear highlighted in the Communication Log.
    • Public Note: This option does not get emailed to the customer, but is visible within the Customer Portal.
    • SMS: This will only appear if you have SMS enabled for a customer, and it will send a text message to them just as it did prior to this update.
    • Email + SMS: This will only appear if you have SMS enabled for a customer, and it will send a text message and an email to the customer.
  2. Ticket Status: Determines whether you are simply giving an update or changing the ticket status/progress widget as well.
  3. Email RMM Agent Installer Link: Click to choose which package you send the customer.
  4. Insert Canned Response: Click this, then click Insert by the canned response you wish to add to the ticket. Click modify to add and edit your own common responses.
  5. Add Attachment: Lets you add a file that will show in-line in the ticket communications log.
  6. Body: Type ticket notes to be added to the log and possibly sent to the customer. The customer will see these if you choose anything but "Private Note" from the Email button. Note the toolbar above the content area—this is a full rich text editor that allows different fonts, colors, sizes, hyperlinks, images, GIFs, etc. Click the ? button to see keyboard shortcuts you can use. When customers send ticket replies with the same type of formatting, the app will retain it in the communications log.
  7. Resize: Drag to resize the content area. Or click the full screen button (to the left of the ? button) to fill the browser window with the editor, and click again to go back to normal.
  8. Labor time: This lets you add labor time spent to the ticket in addition to the note. Choose which labor item from the drop-down (the Default Labor Rate will appear if it has been defined for the tech working on this ticket), enter the number of minutes spent, and turn on Charge now to immediately add the time to those items ready to be invoiced. The time spent will appear in-line in the communications log. Note: Make sure in the Labor inventory items that Maintain Stock turned off, because if it is on and you turn on Charge now, it will not charge the time.
  9. Submit button: This button will change to match your drop-down selection from button 1 above. The text below will indicate the email and/or SMS to which the note will be sent, or "No Email" if you selected a public or private note. Once you click the button, it will send the note to the customer if you selected one of those options, and add the note to the ticket log.
  10. Submit options: Click the down arrow to not only submit the note, but update the ticket status as well, such as "In Progress" or "Waiting for Parts." See Ticket Comment with Status for more info.

As you scroll through ticket communication entries in the log, you will see in-line items (labor and attachments), as well as some icons on the far right side of each entry. These icons indicate things like whether the communication was an email or an SMS message, and even if the customer opened the email.

You will also see the customer's full name above replies they made. This is helpful when multiple people are CC'd on a ticket and different ones respond.

 

View History

Click View History (Admin only) at the bottom to see the ticket change history—the who, what and when of changes made to the ticket. The Archives button on the right shows the Full History beyond what's listed if the history is extensive.

Ticket Search and Filters

The Tickets Tab is best thought of as an overview page. By default, it will display any tickets that are "Not Resolved" (closed/finished) but you can filter and change the sort to fit your needs.

Columns Customization

There is also a Customize button that you can use to choose what data columns are displayed on the page.

(Image coming soon)

Clicking the Customize button will present a pop-up where you can make your selections.

NOTE: We do not limit the number of selections. Choosing too many can result in a harder-to-read page so be careful.

 

Tickets Quickview

Anywhere a ticket number appears in Customers, Tickets Tab, Estimates, or Invoices there is a hover-over icon that can be clicked to view that Ticket's information, Resolve, Print or View recent communications without having to go fully into the ticket.

 

Splitting Tickets

It is possible to take a Ticket Comment and split it off to a new ticket. This is especially helpful in situations where a client emails you on an old ticket or about a question/issue separate from the current work being performed.

Start by heading to the Ticket Comment you want to split and click the contextual menu, then Split to New Ticket.

 

A Pop-Up will appear and you will have several options to choose from for the new ticket. After having made your desired selections and changes, hit Split Ticket.

 

A new ticket will be created and a private comment will be added to the ticket with the origin number of the parent ticket it was split from.

 

 

Completing a Ticket

Now that you have finished their repair, there are a few ways to proceed.

First of all, to close the ticket, just go to the ticket and change the status to 'Resolved' - that's it! Once resolved, the system knows you are done with that job, and it won't show in the ticket list any longer.

There are some things many users do just before that step to keep themselves organized:

  • When the repair is complete, but you are waiting for the customer to come pick it up, use the status 'Invoiced' - to mean, invoiced, but here waiting for the customer to come - it will be green in the ticket list.
  • When the repair is complete, and you want to bill the customer, use the 'Make Invoice' button on the ticket detail screen, it will link the invoice to the ticket, and if you like, it will put the ticket details on the bottom of the invoice.
  • Once the customer comes to pay, you go back and change the ticket from Invoiced to Resolved. If you forget, the system will email you a note every day about tickets that are open with a paid invoice attached.

Rework Tickets

Rework Tickets are Tickets that you have finished working on but need to re-open for additional work. You can create a Rework Ticket and Syncro will create a separate Ticket from the Original for better tracking.

How to Use

You can find all of your existing Rework Tickets as follows. by navigating to Admin > Reports, then in the Tickets section, click Reworked Tickets.

To create a new Rework Ticket, open to a Resolved Ticket and near the top, click New > Rework.

When you select this option, a new Ticket will be created from the original with "Rework" added to the subject.

You will also see a pop-up that will allow you to choose to return the original line items on the Ticket.

These line items will only show up if they were added to the previous ticket through the Add/View Charges as opposed to adding charges from an invoice.

Make any changes to the Returned Quantity fields (change the hours to 0 to not include them), then either click Add to add them to the ticket, or Close to ignore them. If you add them, you can then click Add/View Charges to see them. You will see an anchor icon and the labor rate will be changed to $0.00 since the repairs did not fix the problem, or at least left the customer unsatisfied.

It is also important to note that you only do this one time. After selecting the number of products to return the product will be added to a new RMA in the Returns Manager. If you complete the previous step more than once, multiple products will be added to the Returns Manager and can cause issues with your product quantity.

When the Rework Ticket is created, the previous Ticket comments will be added to the initial Private Comment, as shown here:


You can also access the original Ticket and the original line items by clicking on the links in the "Ticket Info" box on the left:

On the Tickets page, reworked tickets will have a "Rework:" prefix. You can type rework in the search field and click Search to easily find all of them.

Deleting a Ticket

Navigate to the ticket you wish to delete. Next click on the Actions button and at the bottom of the drop-down, you will find a 'Delete" button.

Recovering Deleted Tickets

It is possible to recover a deleted ticket. Navigate to Admin > Reports > Tickets > Deleted Tickets*

Click the Deleted Tickets link and the next screen will show you a list of the tickets that have been deleted. You can click the green 'Restore' button to restore the ticket.

Once the ticket is restored you can navigate to the Tickets Tab and can locate the ticket. Note that when a ticket is deleted, its number is stripped.

Invoiced Ticket Status

Tickets have a read-only Billing Status field which will update itself all on its own to show you the current billing state of that ticket. Billing Status contains four possible states: Non-billable, invoice required, invoiced, and partially invoiced.

When a ticket is first created or does not have any billable items added to it yet, it will show "Non-Billable".

If a billable item is added to the ticket, the status will change to "Invoice Required":

Note: If a billable item is removed from the ticket, it will automatically go back to the "Non-Billable" status.

When you invoice for the items on the ticket, the status will change to "Invoiced":

If another billable item is added to the ticket after it is already invoiced, the status will change to "Partially Invoiced" meaning at least one billable item remains on the ticket:

Once the remaining charges have been invoiced, the billing status will go back to "Invoiced."

NOTE: If you would like to use the 'Invoiced' ticket status in addition to the Billing Status, you can enable this setting by heading to Admin > Tickets > Preferences.

Ticket Comment with Status

Ticket comment with status allows you to submit replies and set the ticket status at the same time. You can submit your response and set the desired ticket status from the dropdown, all in one action.

Once the response has been sent, the ticket's status will automatically update without having to manually change the status or refresh the page.

Subscribing to Tickets

You can subscribe to any ticket you are not currently assigned to. You can also subscribe others to tickets they are not already assigned or subscribed to. Anyone subscribed to a ticket will receive notifications set in the Notification Center based around events like new Customer comments added or ticket status changes. The main difference in a ticket subscription versus being assigned to the ticket is that subscribers are not included in ticketing metrics or reports.

Subscribe/unsubscribe yourself to/from tickets

Once you have a ticket on your screen, in the upper right, click Actions > Subscribe.

Once assigned, you can unsubscribe the same way: Click Actions > Unsubscribe.

Subscribe/unsubscribe others to/from tickets

At the bottom of the Ticket Info section, to the right of Subscribers, click the pencil button.

This will open the Manage Ticket Subscribers dialog, where you will see all Subscribed Technicians on the right.

To subscribe yourself or another tech, click a name or multi-select multiple names on the left, then click Add.

To unsubscribe anyone, click a name or multi-select multiple names on the right, then click Remove.

When finished, click Apply Changes.

View subscribed tickets

You can use our built-in filter to quickly see all tickets you are subscribed to or create a ticket search with added filters. Click the filter button > Subscribed.


Sending an RMM Installer from Ticket

You can also have your existing customers install the agent remotely by sending them a link that will generate an installer for a specified policy directly from the ticket. To do this, you will need to create a ticket for that customer and then selecting the option to 'Email RMM Agent Installer Link':

You can use the dropdown to choose the policy you want to send to the customer and send to them via email or a public ticket comment.


Tickets FAQ

What triggers a change in the ticket status and progress widget?

The Ticket status will change when one of three main things happen:

  1. An invoice is created. When this happens, ticket status changes to "Invoiced" (but only if Use "Invoiced" ticket status in addition to ticket's billing status is enabled in Ticket Settings). Changes "Invoiced" in progress widget to green (completed).
  2. A client sends a response. When this happens, ticket status is changed to "Customer Reply."
  3. We post an update in the COMMUNICATIONS section with a subject that triggers a status update.

Regarding #3, the subject dropdown is hardcoded to a few different ticket statuses and ticket behaviors. Some selections do not change the ticket's status but update the progress bar widget instead.

Issue - Default subject when creating a ticket.
Ticket status remains unchanged.

Diagnosis - Used to send the client the diagnosis and recommended repair options.
Changes ticket status to "In Progress."
Changes "Diagnostic" in the progress widget to green (completed).

Contacted - Used to record communications with the client.
Ticket status remains unchanged.

Approval - Used when work has been approved.
Ticket status remains unchanged.
Changes "Work Approved" in progress widget to green (completed).

Parts Order - Used to alert the customer that part was ordered.
Ticket status changes to "Waiting for Parts."

Parts Arrival - Used to alert the customer that a part arrived.
Ticket status changes to "In Progress".

Update - Used as an update to the client.
Ticket status remains unchanged.

Upgrade - Used when recommending new parts.
Ticket status remains unchanged.

Completed - Used to alert the customer when work is complete.
Ticket status remains unchanged.
Changes "Work Completed" in progress widget to green (completed).

Other - Used as a misc message update.
Ticket status remains unchanged.

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