A ticket is a unit of work — raised by a device alert, a customer, a maintenance plan, an integration, or a person. Tickets carry priority, an SLA, and a full timeline, and they feed work orders when someone needs to go on site. Together these make up the ticketing and SLA tracking engine that every other part of the platform feeds into.
Lifecycle
A ticket moves through these statuses:
OPEN → TRIAGED → DISPATCHED → IN_PROGRESS → ON_HOLD → RESOLVED → CLOSED
(or CANCELLED)
The core actions are:
Create
Open a ticket manually, or let an alert, a customer, or the API open one.
Acknowledge
Acknowledging moves the ticket to in progress and stamps an acknowledged time — this is what your first-response SLA measures.
Resolve
Resolving stamps a resolved time (and back-fills acknowledgement if it was skipped), ready to be closed.
Priority & source
- Priority: Low, Medium, High, Critical, Emergency
- Source: Manual, Alert, Customer, Recurring (a maintenance plan), or API — so you always know where a ticket came from
Each ticket can link to a site, an asset, and an SLA policy, and carries its assigned technician.
Finding tickets
The ticket list filters by status, priority, site, free-text search (title or number), and an escalated filter, and sorts by opened date, number, or priority — with pagination for large queues.
The ticket timeline
Every ticket has a comment timeline and file attachments, so the full history of a job — updates, photos, documents — lives in one place. Technicians can add comments and photos from the field app.
Tip
Overdue, unacknowledged tickets are escalated automatically so they reach a real person — and escalated tickets are flagged and filterable in the list.