Learn the concept
This is the step-by-step. For what it is and how it fits the bigger picture, read Priorities, Categories & Teams in the reference.
This is the step-by-step. For what it is and how it fits the bigger picture, read Priorities, Categories & Teams in the reference.
Setup task
What this does
These settings shape how tickets are sorted and routed, and what a service order can be built from: the tasks and products it can carry, and how they get priced.
Where to set them
Go to Menu > Service > Settings.
Tickets
- Priorities. Your urgency levels, so the important tickets stand out.
- Ticket Categories. What a ticket is about, for sorting and reporting.
Orders & Billing
- Order Item Types. The kinds of line a service order or work order can carry — a task, a part, a fee — each with its own defaults for billable, cost and unit of measure.
- Service Plans and Chargings. Reusable task lists and pricing profiles — see Set up pricing and service plan templates for the full walkthrough.
Assets
- Asset Categories. How customer-owned equipment under service is grouped — and, per category, a default warranty period new assets can inherit.
The tracked equipment itself — and customer service contracts covering it — are their own top-level Service screens, not settings: see Track a customer’s equipment as a service asset and Set up a service entitlement.
General
- Teams. The groups that tickets and work are assigned to, with their members.
- Locations. Where fulfilment and stock reservation happen from.
- Default. Org-wide Service defaults: a default Fulfilment Location, Charging profile and ticket Priority so new records start pre-filled; how much of a ticket’s routing (Priority/Team/Assignee) a customer can see through their own portal; and a Work Order Density setting that picks whether new orders start their Work tab in Simple mode (one job, one crew) or Advanced mode (multi-visit, multi-crew) — a second work order or a second crew member always pushes an order into Advanced regardless of this default.
Good to know. Set up Priorities, Ticket Categories, Order Item Types and at least one Service Plan before you go live, so every new ticket and order can be filed and priced from day one.