Tickets (Work Orders) and Site Visits
Creating and managing work assignments
A ticket is the parent record for a single site location and holds one or more Site Visit sub-records. A ticket can cover any service job, installation, repair, or job you need to track — it ties the client, location, scheduling, metrics, site visits, and billing together.
The system is built around one ticket per site location, per project with one or more site visits. Every trip to site, and every technician sent to site, should have its own site visit. When you create a ticket, the system creates a site visit for each visit you build on the form. You can add more site visits later from the ticket's Ticket Actions menu → Add Site Visit (copy an existing visit or start a new one).
If multiple techs go to the same site, give each tech their own site visit for that date. If another site visit is needed on a different date, add another site visit for that date.
Why site visits? A site visit is a rich tracking record holding the scheduled date and time, site address, assigned technician, contacts, on-site times, check-in/check-out, required tasks, repair notes, supplies, deliverable uploads, and technician performance metrics. Documenting each trip separately makes your billing more accurate and easier to explain to the client. When a ticket has more than one site visit, that's flagged on the billing form so you don't close and bill a ticket while overlooking a trip to site.
Creating a New Ticket
Go to Field Service → New Ticket, or click New Ticket on the Tickets list. The article Creating a Ticket and Its Site Visits walks through the whole form step by step: ticket details, building each site visit, Client Pay and Technician Pay, tasks, files, choosing Employee, Private Network or Tech Marketplace, funding and routing, and Coverage Check.
Adding client files, videos and websites to an existing site visit
Training videos, how-to documents and useful websites saved on a client record can be linked onto any of that client's site visits, so the technician has them in one place. On the site visit, open the Files tab and click Attach from Client next to Upload File.
Files and videos come from the client's Files and Videos tabs: uploaded documents, recorded videos, YouTube videos and Google Docs. The Add from client files list on a new ticket offers videos too.
Websites come from the client's Websites tab. Only the name and the link are shared. Usernames, passwords and PINs saved on the website are never shown to the technician.
As above, only items marked visible to technicians are offered, and the picker tells you how many were left out.
Nothing is copied, and attaching the same item twice is harmless: the visit keeps one.
Attached items appear under Client Provided Files for the assigned technician. A website shows as Website link and a YouTube video as YouTube video in the size column. Changing a website on the client record later does not change visits that already link it.
A file can also be saved to the client from the site visit. On the visit's Files tab, each file under Client Provided Files has a Save to client files button (the folder icon). Work orders never get the option: a work order belongs to its one ticket, so it stays there.
Contacts on every site visit
The client contacts that appear on a client's site visits are set in one place: on the client record, open Defaults and Requirements and use Default Site Visit Contacts. Unlike default files, that list is live: change it and every visit for the client, new and existing, shows the new list. Those contacts carry a Default tag on the visit's Contacts tab. Contacts you add to one visit stay on that visit only.
A visit's Contacts tab has three cards. External Client Contacts are people at your client; Internal Client Contacts are people at your own company the technician can call for support; Site Contacts are the people at the location. On the two client cards, Add Contact lets you pick from that client's saved contacts or enter a one-time name, phone and/or email, and the × takes a contact off the visit. Anyone you add there is shown to the assigned technician and their office staff, never to technicians who are only browsing or applying for the work. When you add someone, untick any detail you would rather keep private, such as a mobile number. The eye button on an added contact changes what the technician sees on that site visit, and a Hidden from the technician line lists what they do not see.
Outside technicians on a ticket
One technician, one lane, once someone accepts. However a visit was offered, the moment an outside technician accepts it — from your network or the marketplace — it belongs to that lane only. If one of your employees was on it, they're taken off it and told (in the app and by email, and it leaves their calendar), and the other offers are closed. Until the technician checks in you can still change course by unassigning them, which sends the visit back to Needs Routing. After check-in the visit is theirs: lanes can't be changed and no new offers go out — only Remove Technician or cancelling. A ticket can't be cancelled while an outside technician is on site or inside the arrival window, on either lane (a late-cancel fee applies only to marketplace visits).
Seeing where outside work stands. On the ticket, each visit sent to your network or the marketplace shows its status and a routing summary (offers out, waiting on you, assigned), with a Manage Routing button — on a network visit it opens the visit's Routing tab; on a marketplace visit it opens a routing panel right on the ticket. When a technician has requested a visit or countered your offer, the visit's Routing tab shows a count and the top of the site visit shows a technician responses waiting badge. The Manage Routing page lists network-routed visits alongside marketplace ones.
Switching an existing visit to Private Network or Tech Marketplace. When you use Change beside the staffing badge to move an Employee visit onto either lane, Service Envoy asks you for the Technician Pay straight away. Until you set it, the visit's Technician Rates card reads $0.00, not set yet and the visit can't be offered: Offer to Network Techs and Offer to Marketplace Techs stay greyed out. Technician Pay must be more than $0, and marketplace work must also meet the marketplace minimum ($15 an hour, so a 2-hour flat rate is at least $30). A flat rate with no hour limit is the whole pay however long the job takes: it funds exactly that amount and must be at least $15. Your client rate is never used as technician pay. You can still post a marketplace visit before funding it; it just needs its pay set.
Seeing every message about a ticket. Open the ticket and choose the Messages tab. It shows every message about the ticket's site visits in one place, grouped by site visit: the conversation with the assigned technician from each visit's Messages tab, and your Marketplace Messages with technicians about that visit. The tab is read only. To reply, click Open site visit, or answer from Marketplace Messages. Each message belongs to one site visit: a message you send from a visit stays with that visit, and a reply continues whatever visit the conversation was about. Copying a visit does not copy its messages, so a new visit starts with a clean Contact attempts list.