Creating a Ticket and Its Site Visits
From the New Ticket form to funding and routing each site visit
This article walks through creating a ticket from start to finish: filling in the New Ticket form, choosing who does the work on each site visit, and what happens after you click the button at the bottom. Once a ticket exists, Tickets (Work Orders) and Site Visits covers working it: contacts, files, messages and changing a visit's lane.
One ticket per site, one site visit per trip. A ticket is the parent record for a single site location. Every trip to the site, and every technician sent there, gets its own site visit. If two technicians go to the same site on the same day, build two site visits for that date. If the work needs a second day, build another site visit for that date. You can add more site visits after the ticket exists from the ticket's Ticket Actions menu → Add Site Visit.
Opening the New Ticket form
Go to Field Service → New Ticket, or click New Ticket on the Tickets list (https://serviceenvoy.com/tickets/new). Fill in the ticket-wide details at the top, build one or more Site Visit cards below, then create the ticket with the button at the bottom.
If your company can post to the Tech Marketplace, two buttons sit at the top right of the form: Ready to Assign (the normal form, described below) and Coverage Check (see Checking coverage before you have the work order at the end of this article).
1. Ticket details (top of the form)
Client — select the client. Don't have them yet? Click New to add the client without leaving the form. *Remember, the client is the company that sent you the work, not usually the site. In most cases, you'll have a client that is supporting the site so the site information is entered below and this is the entity/company that is dispatching to you and paying you.
Work Order PDF (optional) — drop in the client's work order and the form auto-fills the fields it can read. If you've purchased the Direct Client Package, extraction is built in for several email- and web-based client formats.
Supporting Files: This is where you can upload photos, scope of work documents, authorization letters, etc. Everything you attach is saved to each site visit record (or you can choose to customize each site visit's files).
Client Ticket Number — enter the number exactly as the client gives it (a work order, dispatch or job number), or leave it blank and Service Envoy assigns its own number (SE#########). Service Envoy numbers are always unique, but they are not consecutive for your company: they come from one sequence shared across the whole platform, so gaps between your tickets are normal. If a client always issues their own ticket numbers, turn on Ticket Number Required on that client's record (Defaults and Requirements tab); the form will then insist on their number and won't let it be left blank to auto-generate.
Reference / PO Number — a flexible field for reference numbers, purchase order numbers, project numbers, or whatever codes you use to link the ticket to your own internal system. Site numbers should be entered in the addresses section.
Client Ticket Web Link — optional. If your client has a web-based ticketing system, you can copy the URL of the ticket on their site so you can easily access it from the Service Envoy forms. The web link auto-fills when the client's Ticket Web Prefix is set on the client record or you can manually copy and paste the web address of your clients ticket.
Which Tech Profile — for web based clients with tech sub-profile accounts, choose which profile the ticket lives under so your team knows which profile to use on your clients website to view their ticket details.
Address & Site — type the address in the search field to validate it and pull from our system-wide site registry; a matching Site Name/Number auto-fills. If the system finds a potential match already entered in the system it will show you a list of sites you can select from. Using the same site record allows you to build long term history on the same site from different visits including photos, visit notes, etc. Entering the ZIP fills city and state. For a new site, add the Site Name/Number and it's saved for everyone. The address and site name show on the calendar event so the tech can find the location.
External Client Contacts (optional): people at your client the assigned technician will need to speak to for check in, check out, support, etc. Click Add Contact and either pick from the client's saved contacts or type a one-time name, phone and/or email. Tick Also save to the client's contact list to keep a typed contact.
Internal Client Contacts (optional): people at your own company the assigned technician can call for support, picked from your company's own client profile or typed in once, the same way.
Site Contacts (optional): one-time contacts for the people at the location.
2. Build each Site Visit
Each Site Visit card is one trip by one tech. Fill in:
Arrival Type — Hard Start Time (tech must arrive at the exact time) or Arrival Window (tech can arrive any time in the range — adds an end date and time).
With an Arrival Window you can tick Require a hard start within this window. The technician who asks for the visit must then commit to a start date and time inside the window, and once assigned the visit becomes a hard start at that time. For all-day work, also tick The start time is set; the tech picks the date only and choose the time (it starts at the window's start time). The technician then picks only the day, and every visit starts at your time. For example, a window of Nov 3 to Nov 14 with working hours of 9:00 AM to 7:00 PM and a set start of 9:00 AM lets the technician choose Nov 6, and the visit is booked for Nov 6 at 9:00 AM. On a project, the same settings are in Visit Defaults on the Setup tab, and Edit Selected can change them on visits already generated.
Repair Type — the closest match; it's a general label shown on the calendar and visit pages.
Start Date / Time (and End Date/Time for an arrival window).
Scope of Work — This allows you to enter a scope of work that can be seen by marketplace or network technicians on the available work page and the assigned technician can see it when onsite. If you upload a detailed scope of work document then this field can be kept simple for the available work page.
Client Pay — the green-highlighted rate section: this is what the client is paying us for the visit. Load a saved client rate, or set the Rate Type (Flat, Hourly, Blended — a different first block than additional hours — or Per Device), Rate Amount, Rate Limit (the client's pre-approved hours; "no limit" if none), and Travel Pay (the per-trip travel amount the client pays). A Blended rate enables a minimum guaranteed pay amount for the visit plus additional pay at a different rate for any additional hours. Its First Block Hours plus Additional Max Hours set how long the visit runs and how long it blocks the calendar. For a Per Device rate, the Rate Limit field is replaced by Number of Devices: enter the price per device and how many devices the visit covers, and the form shows the total (for example, $25 per device × 50 devices = $1,250). Use Save as client rate to reuse it next time. On visits routed to the Private Network or Tech Marketplace, this is only your billing side — what you pay the tech is set separately (see Technician Pay below).
Drive Time (optional) — blocks calendar time before and after the visit so you don't double-book a tech for another visit when they would actually be driving between visits. If the same technician is already at that site on the same day, the visits add one drive time to and one drive time from rather than each getting its own — see How Site Visits Block Your Calendar. It's independent of Travel Pay, since some rates include travel in the base rate.
Tasks — Four steps are added to every visit automatically: Check Into Service Envoy Visit and Check Out of Service Envoy Visit (your tech's own arrival and departure, which capture on-site time and mileage — these always stay), plus Check In With External Client and Check Out With External Client (notifying the client you've arrived and are leaving). If a client doesn't need the check-in/out call, click the × on the Check In With External Client or Check Out With External Client row to drop it for that visit; a restore link appears next to Add Task if you change your mind. Click Add Task to add any extra step the tech must complete — a checkbox, a task to complete, a question, a signature, a file upload, a required photo, a 24-hour confirmation, a Fill out PDF, a Send Deliverables step, or a Parts Pickup / Parts Drop Off stop — and set when each is done (before, during, or after the visit). The task-type dropdown is grouped by when the step normally happens — Before the Visit (for example, 24-Hour Confirmation and Parts Pickup), During the Visit (the on-site steps such as Checkbox, Fill out PDF, Photo Required, and Signature), and After the Visit (Parts Drop Off) — with the types listed alphabetically inside each group, and you can type to search it. The same dropdown appears everywhere you author a task, so the list reads the same on the ticket form, the client's default tasks, and the site visit page. Choosing a type pre-sets its timing, which you can change for most types; a 24-Hour Confirmation always counts as a Before the Visit step (one per visit), Parts Pickup always sits before check-in and Parts Drop Off always after check-out, so their timing is fixed. A new task defaults to Fill out PDF (the most common) unless the visit already has one; you can change the type or add as many as you need. If you've set up default tasks for this client (see below), they're already filled in for you on every visit. A Join Meeting task has a box for the meeting invite or link: the ticket can't be created until every Join Meeting task has one, or you remove the task. Duplicating a ticket leaves out its Join Meeting tasks, because each site visit has its own meeting. Use the up and down arrows beside each task to set its order within its group; that order is saved with the ticket. The automatic Fill out work order PDF task comes first in During the Visit, after any Join Meeting at the top.
Requirements (Private Network, Tech Marketplace and cross-posted visits only) — Skills (preferred) and Tools (preferred) rank technicians who have them higher but never rule anyone out; Required Insurance is a hard filter, so only technicians who carry it are matched; Search Distance sets how far from the site to look.
Files for this visit — on every visit, whatever the lane: untick any of the ticket's supporting files this visit doesn't need, or use Add files for this visit only to attach visit-specific documents.
Check a file before you save. Every file listed on the form has an eye icon beside it: the work order, supporting files, files from the client's Files tab, files from the email, and files added to one visit. Click it to open the file right there, without saving the ticket first. PDFs, pictures and text files open on the page; anything else offers Open in new tab and Download. The same eye icon appears when you add or copy a site visit from a ticket.
To add another site visit, click Add Another Site Visit at the bottom of any visit card — copy an existing visit as a starting point, or start blank.
Re-using files the client has already given you
Some clients send the same paperwork with every job — a blank work order for the technician to fill out, instructions for logging into their own system, a site safety sheet. You do not have to find and upload those again on each ticket.
Upload them once to the client's own Files tab, then on a new ticket click Add from client files next to Add supporting files. Tick the ones this job needs and they are attached to every site visit on the ticket. You may also set files to be added to every visit record for that client in the client's defaults tab.
Only files your technicians are allowed to see appear in that list. If a file on the client's Files tab is marked hidden from technicians — which means every technician, your own employees and outside Private Network or marketplace technicians alike — it is not offered here — the picker tells you how many were left out, so a short list is never a mystery. If something you expected is missing, open the client's Files tab and check whether it is visible to technicians.
Each file you pick gets its own Visible to unassigned techs tick box, exactly like an uploaded supporting file. In some cases you may want the file to be visible to unassigned techs looking at the visit on the available work page. Leave it off and only the assigned technician can open the file; turn it on and technicians who are browsing or have been offered the visit can open it while they decide. Work orders often carry customer detail, so it is off unless you say otherwise.
Picking a file does not make a second copy of it. The visit points at the same stored document, so removing it from a visit never deletes the client's original.
Building the client's library as you go. When a ticket arrives with a document you will want again, such as a scope of work, a procedure or an equipment manual, tick Save to client files beside it. You will find the tick box on each supporting file you upload and on each attachment that came in with a New Work Queue email. When you create the ticket, the file is attached to the site visits as usual and also added to the client's Files tab, ready for Add from client files on the next ticket or to be made a default (see below). Saved files are visible to technicians. If the client already has the same file, it is not added twice.
Attaching a file to every ticket automatically
If a client's paperwork is the same every single time, set it once and stop thinking about it. On the client record, open Defaults and Requirements and find Default Ticket Files. Tick a file there and every new ticket you raise for that client starts with it already attached.
It is a starting point, not a rule. The file is pre-ticked on the new ticket form and you can untick it on any individual ticket where it does not apply.
Changing these ticks never changes tickets that already exist. Adding a default does not go back and attach it to last month's visits, and removing one does not strip it from work already raised — what is on an existing visit is what you chose when you created it.
A file has to be visible to technicians before it can be a default. That is deliberate: a default the technician cannot open would attach itself to every visit and show nobody anything. If the tick box refuses, open the Files tab, mark the file visible to technicians, and come back.
Tasks, Fill-out-PDF, and client default tasks
Fill out PDF tasks give the technician a blank PDF to complete on-site. When you add one, pick a PDF already attached to the visit (the work order or a supporting file) from the dropdown, or upload a new one right there. A Fill-out-PDF task with no PDF selected will hold up creating the ticket until you attach one (or remove the task), so a tech never gets a "fill this out" with nothing to fill.
Client default tasks save you from re-typing the same steps for a client every time. Set them up once on the client record → Defaults and Requirements tab → Default Required Tasks, and from then on they're added to every site visit automatically whenever you build a ticket for that client, whatever lane the visit is on. A blank site visit you add later with Add Site Visit picks them up too, except a default Fill out PDF or Join Meeting task — each needs a PDF or a meeting link for that particular visit, so add those on the visit's Tasks tab. (Copying a visit copies its own tasks instead.) Their Required setting carries over — a required Before or During the Visit task blocks the tech's check-out until it's done. Duplicates are skipped, and the system won't stack two Fill-out-PDF tasks: on a ticket built from a work-order PDF (which already gets a "Fill Out Work Order PDF" task for you), a client's Fill-out-PDF default is skipped so you don't end up with two. You can always add another Fill-out-PDF by hand if you genuinely need one.
Choosing who performs the work
On each Site Visit, pick a Technician Assignment lane:
Employee — assign one of your own technicians. The Create calendar event box (ticked to start with) adds the visit to that employee's calendar when you save; untick it to create the visit without a calendar event.
Private Network — offer the work to a technician in your Private Network: an independent technician, or one a partner company has shared with you. (Turns on once a technician has joined your network.)
Tech Marketplace — post the visit to the open technician marketplace. (Turns on once your client marketplace profile is complete.)
Employee plus Tech Marketplace on the same visit (cross-posting). Not sure your employee will be free, or want a backup lined up? With the Employee lane selected, the marketplace button on the visit reads + Tech Marketplace. Admins and project managers can turn it on alongside Employee (other roles switch the visit to one lane or the other), and the visit stays assigned to your employee — calendar event and all — and is offered to marketplace technicians at the same time. Your employee keeps the visit unless you accept a marketplace tech, at which point it's handed over. Cross-posting reveals the Technician Pay section and the requirements and coverage preview described below; the Technician Pay is what a marketplace technician would be paid if one picks the visit up — your employee is paid through payroll as usual, and this rate never applies to them. When you create the ticket, the visit is created as an employee assignment first and you land on the Fund & Route Visits page to post it. No money is held for a cross-posted visit until you actually accept a marketplace tech. Private Network can't be combined this way — a visit offered to your network is either on that lane or not.
Technician Pay (Private Network and Tech Marketplace visits). Picking either of those lanes reveals an amber-highlighted Technician Pay section: this is what we are paying the technician — completely separate from the Client Pay section above, which is what your client pays you. It has the same rate fields (type, amount, limit — or, for Per Device, the per-device amount and device count — and travel pay). If you fill in Client Pay first, Technician Pay picks up its shape — the rate type, rate limit, a blended rate's hour split, and a Per Device rate's device count — but never a dollar figure: the amount, travel pay and blended dollar amounts are always yours to type, so your client's rate can't reach a technician by accident. Anything you change in Technician Pay stays as you set it. The Technician Pay is what techs see when the visit is routed out, and for marketplace visits it's the amount you fund — a Per Device visit funds the full per-device amount × device count. The technician coverage preview also uses it, so you're seeing techs who would actually take the offered pay. One note on Per Device visits: technicians can't send counter-offers on them — they accept the posted per-device terms or pass — so the pay you set is the pay of record.
Creating the ticket, and where you go next
When every visit is assigned to your own employees, the button at the bottom reads Create Ticket. When any visit uses Private Network or Tech Marketplace, including a cross-posted employee visit, it reads Create Ticket and Proceed to Technician Routing/Selection, because creating the ticket is the first step before you route that work. If anything required is missing, the form lists it above the button instead of creating the ticket.
Where you land depends on the lanes you picked:
Employee visits only: the ticket opens, already assigned, with calendar events created. You're done. (A ticket raised from the New Work Queue takes you back to the queue for the next email instead.)
Tech Marketplace (including cross-posted visits): the Fund & Route Visits page, described below.
Private Network, one site visit: that site visit opens on its Routing tab, ready for you to send the offer.
Private Network, several site visits: the ticket opens. Each network visit has a Manage Routing button that opens its Routing tab.
Fund & Route Visits (Tech Marketplace)
This page holds the two steps that put marketplace work in front of technicians. Every step on it is optional: Finish later — go to ticket at the top leaves the page, and while any marketplace visit is still unfunded you can come back from the ticket's Ticket Actions menu → Fund & Route Visits.
Visit assignments lists every site visit on the ticket, its lane, and who is assigned so far.
Technician responses. If technicians have already requested a visit or sent a counter-offer (for example, on a converted Coverage Check), an amber card at the top lists them with a Review responses button. Look at these before funding or inviting more.
Step 1 — Fund visits. Every unfunded marketplace visit is listed and ticked, with its Tech pay and total. Use Edit tech pay if an amount is wrong; this is what the technician is paid, never your client's rate. Click Fund Selected Visits and pay from your marketplace balance (no transaction fee), card, ACH bank transfer (free, and usable as soon as the transfer starts), USDC or Affirm. Funding is optional for Offer routing and required for Route (first to accept wins). A bank transfer funds and routes a visit the same day; it takes about 4 business days to clear, which only affects withdrawing the money, not spending it.
Step 2 — Invite technicians. Click Manage Routing on a visit (or Route All Visits to send several at once), then choose the technicians. The Assignment mode decides what happens next:
Offer (techs request, you accept): the technicians you pick can request the visit or counter your pay. You review the requests and accept one; if the visit isn't funded yet, payment is collected when you accept.
Route (first to accept wins): the first technician to accept is assigned straight away. The visit must be funded first.
Post to All Marketplace Techs: technicians within your search distance are notified, and every technician can find the visit under Available Work. Your skill, tool and insurance requirements are enforced when they apply.
When the last visit has gone out, you go to the site visit. As soon as every marketplace visit on the ticket has been offered, routed or posted, Service Envoy takes you there for you. On a ticket with one site visit, that visit opens on its Routing tab, where requests and acceptances arrive. On a ticket with several site visits, the ticket opens, with every visit listed at the top. If some visits still need routing, you stay on the page to finish them.
Offering a visit to your Private Network
On the site visit's Routing tab, click Offer to Network Techs. Pick the technicians you want, or use Offer to everyone in range with a distance. Choose Offer (technicians request it and you choose) or Route (the first to accept is assigned). Network work is paid directly by your company, so there is no funding step. Private Technician Network covers offers, counters and paying network technicians in detail.
Checking coverage before you have the work order
Not sure anyone is available in an area yet? Click Coverage Check at the top of the form. Every visit is set to the Tech Marketplace, and most fields become optional: for the location, a ZIP or a city and state is enough. The button at the bottom reads Post Coverage Check to Marketplace. It posts the visit unfunded so you can see which technicians are interested, and opens the site visit's Routing tab, where their requests appear.
When a technician requests it, ask your client for the job. A technician's request is your cue to go back to the client and say you can cover the work. Once you've asked, open the site visit and choose Site Visit Actions → Mark Requested from Client. The COVERAGE CHECK badge at the top of the visit changes to REQUESTED FROM CLIENT, and the same label shows on the visit's row in the dashboard cards. Hover over it to see who asked and when; the date, time and name are also saved in the visit's activity log. Now anyone on your team can see you're waiting on the client and that nobody needs to ask again.
The option only appears while no technician is assigned to the visit.
The label comes off by itself when you convert the coverage check to a full ticket.
Marked it by mistake, or the client said no? Choose Site Visit Actions → Clear Requested from Client. Clearing is logged too.
Only your company sees this label. Technicians never do.
When the real work order arrives, open the ticket and choose Ticket Actions → Convert to Full Ticket. Fill in the client's details and upload the work order. The marketplace post and every technician request are kept, and you land back on Routing to accept a technician. Funding is collected when you accept.