Work a service ticket

Last updated: August 28, 2026

Learn the concept
This is the step-by-step. For what it is and how it fits the bigger picture, read Tickets in the reference.

What this does

A ticket is one support request. You log it, assign it, talk it through with threaded replies, and close it when it is resolved. When a request turns into real work, raise a service order straight from the ticket without losing the conversation.

Open Tickets

Go to Menu > Service > Tickets, then New Ticket.

Create new Ticket form with requestor, category and posting fields
Creating a ticket: pick who it is from, then set category, priority and the first post

Raise a ticket

  1. Set Requestor to Customer or Staff Member, then search for the actual person in Requestor Id. Only customers switched on for Service Ticketing show up here — see Set up a service customer and portal.
  2. Pick a Category from the tree, and set Priority. Team and Assignee are optional.
  3. Under Postings, give it a Title and a Description of at least a few sentences — this becomes the ticket’s first post.
  4. Click Create. The ticket opens straight into Active — there is no separate confirm step.
A created service ticket with its Raise Order button and posts
A ticket once created, with its post thread below

Work it

  • Add posts to the ticket: replies and updates, kept as a thread under the original request.
  • Filter your list by status, priority and assignee.
  • Merge duplicate tickets into one so the history stays together.
  • When it is done, Close Ticket. You can Cancel Ticket (with a reason) or Re-Open Ticket later.

Turn a ticket into a service order

Most tickets stay tickets — a quick question, a small fix. When one turns into real chargeable work, click Raise Order right on the ticket — a panel opens beside it, pick a Service Plan and the task list is filled in for you, all without losing the conversation. Full walkthrough: Raise a service order from a ticket.

Good to know. Tickets a customer raises through their portal land in the same list, assigned to the right team, so nothing falls through the gaps.

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