Managing Tickets

What a ticket includes

A ticket typically includes:

• Company: who the work is for
• Contact (optional): who reported the issue / who you’re communicating with
• Title + description: what needs to happen (and why)
• Priority: how urgent it is
• Due date: when it needs to be completed (Core sets a default for new tickets)
• Assignment: who owns it (team member)
• Category / type / source (optional): reporting + routing metadata
• Tags + attachments (optional): organization + supporting files

Creating a ticket

To create a new ticket:

1. Navigate to the Tickets page
2. Click New Ticket
3. Fill in the core fields:
   • Company
   • Title
   • Description
4. Set the operational fields (recommended):
   • Priority
   • Due date
   • Assigned to (team member)
5. Optionally add:
   • Contact (helpful for customer-facing communication)
   • Category, Ticket type, and Source
   • Tags and Attachments
6. Click Create Ticket

Updating a ticket while you work

From the ticket detail page you can:

• Reply / add updates: the reply form becomes the running log of work and customer communication
• View contact information: see all contact emails and phone numbers, plus company phone numbers (including multiple lines with labels like "Support Hotline" or "Regional Office") directly in the ticket for quick communication
• Change status, priority, assignment, and due date
• Add tags for reporting and internal organization
• Attach files (screenshots, logs, exports)
• Track SLA (when enabled for the ticket)

Ticket statuses & priorities

Core supports a richer set of ticket statuses than a basic “Open/In Progress/Resolved” workflow. The most common ones you’ll use are:

• New: just created
• Waiting for Technician: queued, not actively being worked
• In Progress: active work is underway
• Waiting Customer: you need the customer to respond / approve / provide info
• On Hold: paused for an internal reason
• Complete: work is done

Some statuses are useful for specific workflows (appointments, approvals, third-party vendors, materials, project work). For a deeper explanation and recommended workflows, see Ticket workflows & statuses.

Assigning Tickets

Assigning makes ownership explicit and powers reminders/queues.

1. Open the ticket
2. Set Assigned to to a team member
3. Save your changes

Completing tickets

When work is done:

• Add a final update describing what changed and any next steps
• Move the ticket to Complete

Automations & recurring work

Core can automate parts of your ticket operations (due date reminders, “waiting customer” reminders, and recurring tickets). See Ticket automations.

Best practices

• Always set a company: many ticket features depend on knowing who the work is for
• Use due dates intentionally: they’re the foundation for “due soon” focus
• Keep the ticket updated: treat it as the shared source of truth
• Use tags + categories for reporting, not for writing long descriptions
• Use “Waiting Customer” when you truly need a response (and be explicit about what you need)

See also

• Company Management
• Asset Management