Manage Tickets

Manage and monitor the progress of your team's Tickets. Access the ticket overview, details, status updates, and associated expenses, and ticket stream providing a streamlined view of ongoing tasks, activities, and related objects.

In this guide, you can:

• View tickets list
• View a ticket
  • See the ticket overview
  • View and Edit the ticket summary field
  • See the ticket stream
  • See the ticket details
  • See the ticket expenses
  • See the ticket's related objects
• Favorite a Ticket

View Tickets list

• Tap on the More tab on the bottom right corner of the screen

• Tap on Tickets

• This will bring up a list of all Tickets in your Accelo deployment. By default, closed and inactive tickets are hidden.

  • Filter your Tickets by Date Created and by showing or hiding inactive tickets.

  • Search for a particular Ticket by searching the Ticket Title or ID.

View Ticket Details

• Tap on a Ticket to view the Ticket Details

• On the Ticket screen you can:

  • See the Ticket Overview

    • Ticket status = shows the current status of the ticket

    • Assignee = shows the assigned staff or user for the ticket

    • Priority = shows the selected priority

    • Dates = shows the date the ticket was created

    • Type = shows the ticket type according to the deployment settings

    • Class = shows the selected ticket class according to the deployment settings

    • Contact = shows the contact person to the ticket

  • View and Edit the summary field

    • Tap on the EDIT button to enter or edit the summary

    • Once done entering the summary, tap on SAVE to update the summary
      
      

  • See the Ticket details and custom profile fields

  • See the Ticket stream

    • All timeline events related to the ticket are shown

    • All activities associated with the ticket such as messages, events, sign-offs, call logs, and work logs are shown
      
      

  • See the Ticket Expenses

    • See all submitted, approved and declined expenses against the ticket sorted by the incurred date with the following details:

      • Expense title = shows the title of the expense

      • Expense type = shows the expense type

      • Expense status = shows the current status of the expense

      • Sale Price and the markup rate = shows the sale price of the expense, shown only to users with financial visibility

      • Owner = shows the user who submitted the expense or whichever was selected as the expense owner

      • Date = shows the expense incurred date.
        
        

  • See the Ticket’s related objects

    • Related objects include

      • Tasks

      • Sales

      • Projects

  • Favorite a Ticket

    • Tap on the Kebab icon to see more actions
    • Tap on the favorite button
    • See that the object is now favorited.

Not yet supported:

• Viewing of other Ticket tabs such as:

  • Attachments

  • Materials

  • Billing

• Viewing of other related objects such as

  • Retainers

  • Assets

  • Sign-offs

• Editing the Ticket details

• Creating a Ticket

• Deleting a Ticket