Tickets

Tickets are how work gets tracked — from small requests to multi-step repairs. The web app is the right place to triage queues, work with filters, coordinate assignees, and manage everything that comes out of automation rules.

The ticket list

/tickets opens a table of every ticket in your organization. It supports searching, filtering, and bulk actions across large queues.

Filtering

• Search matches against ticket name, description, and requester email.
• Status filters by Open, In Progress, Complete, and Archive.
• Priority chips let you narrow to High, Medium, or Low.
• Category and Location filter by your organization's configured options.
• Assignee and Requester filter by team member.
• Tags surface tickets flagged with organization tags such as “Parts Ordered”.

StatusPriority

Filters appliedClear filters

This preview uses live inputs, but the values stay local to the docs.

Filters on the docs preview are interactive but scoped to this page only.

Bulk actions

Select multiple rows to reveal a toolbar with:

• Assign — set or clear assignees in bulk.
• Change status — move every selected ticket to the same status.
• Change priority — raise or lower priority across a batch.
• Archive — send completed or irrelevant tickets to the archive.
• Delete — remove tickets permanently.

Bulk Actions

Select rows to reveal ticket actions.

The production toolbar with demo state, so you can try the menu safely.

Creating a ticket

Open Create Ticket from /tickets or the sidebar. The form captures:

• Title (required).
• Description — plain-text details about the issue.
• Category — choose from your organization's configured ticket categories.
• Priority — typically High, Medium, or Low; configured under settings.
• Location (required) — the site the ticket belongs to. Auto-selected if your organization has only one location.
• Status — defaults to Open but can be set at creation.
• Owners — one or more users responsible for the work.
• Requesters — the people asking for the work (optional).
• Linked assets — one or more assets the ticket is about.
• Photos — add one or more images; HEIC and HEIF files are auto-converted after upload so they display everywhere.

The ticket detail page

Opening a ticket shows a header with title, status, priority, and quick actions. The body is organized into sections:

• Details — description, category, location, linked assets, requesters, owners, and tags.
• Photos — image gallery with captions; a preferred “converted” URL is used when HEIC conversion has produced a web-friendly copy.
• Documents — attachments uploaded via the shared EntityDocumentsCard (same 10 MB default limit and type rules as assets).
• Activity — an auto-generated log of every change: status transitions, reassignments, priority changes, comments, and edits. Each entry shows who made it and when.
• Comments — threaded conversation with support for @mentions. Mentioning a teammate sends them a notification.

Status, priority, and tags

Status and priority can be changed inline from the detail page using dropdowns. Status colors and labels come from your configured ticket statuses. Tags such as Parts Ordered are boolean toggles that can be filtered on the ticket list.

Assignees and requesters

The detail page has modals to add or remove owners and requesters. Changes appear in the activity log and trigger notifications to the affected users.

Linking assets

Use the linked assets section to connect a ticket to one or more pieces of equipment. Linked tickets then appear on each asset's Related tickets tab, so the asset carries its own work history.

Guest-submitted tickets

Anyone can scan a QR code on an asset label and open its public landing page to submit a ticket. This is ideal for tenants, visitors, or staff without accounts.

Guest tickets:

• Are flagged with a guest badge on the detail page.
• Store the requester name and email from the landing form as landing_page_requester and landing_page_email rather than as a system user.
• Automatically link to the asset whose QR code was scanned.
• Run through your configured automation rules on creation, so category, priority, or assignees can be set without a human in the loop.
• Optionally subscribe the guest to email updates if they opt in, so they get status changes as the ticket progresses.

Treat guest tickets the same as internal ones on the web app — assign, edit, comment, and close them normally.

Automation rules

Automation rules let you react to events and apply changes automatically. They are configured under Settings → Automation rules.

• Triggers fire on ticket created or asset attached to ticket.
• Conditions check fields on the ticket or the linked asset using operators such as equals, not equals, contains, and greater than or equal.
• Actions can set field values (category, location, priority, status, name, description) or assign a specific user.
• Execution mode is either automatic (apply the change immediately) or suggestion (surface it for a human to accept).

Use automation rules to route guest tickets by asset type, auto-assign tickets at a site to a default owner, or escalate priority when certain keywords appear.

Exporting and sharing

Each ticket has a detail URL you can share internally. Guests subscribed to updates receive email notifications; see Automation rules for how to trigger those systematically.

Related pages

• Assets — connect tickets to equipment and review each asset's related tickets.
• Settings — configure categories, statuses, locations, and automation rules.
• Analytics — review ticket trends, open work, and completion time.

Mobile differences

The mobile app supports browsing tickets, filtering, and creating new tickets from the field. Queue management, bulk actions, automation rule configuration, and deep activity review are best done on the web.