Tickets FAQ

• [[Tickets FAQ#What is Ticket Status used for?|What is Ticket Status used for?
• [[Tickets FAQ#Can my customers log new tickets in the system?|Can my customers log new tickets in the system?
• [[Tickets FAQ#Can I modify the ticket status descriptions to ones more relevant to us?|Can I modify the ticket status descriptions to ones more relevant to us?
• [[Tickets FAQ#Can I print the tickets details from the main Tickets window?|Can I print the tickets details from the main Tickets window?
• [[Tickets FAQ#Can I change the default Ticket detailed report printed from the Tickets window?|Can I change the default Ticket detailed report printed from the Tickets window?
• [[Tickets FAQ#How can I have internal Account notes display when an employee is creating a new Ticket?|How can I have internal Account notes display when an employee is creating a new Ticket?
• [[Tickets FAQ#What is a Ticket Due Date?|What is a Ticket Due Date?

What is Ticket Status used for?

The Ticket Status field allows you to check whether a ticket has just been opened, whether it was scheduled with a technician, whether it is awaiting information from a customer, or whether it was resolved and closed.

Can my customers log new tickets in the system?

When the Commit Web Interface for Customers is in use, your customers can login to Commit remotely using a web browser and can view data that is relevant to them. This includes open Tickets, closed Tickets and scheduled technician visits. Customers can also add new Tickets.

Can I modify the ticket status descriptions to ones more relevant to us?

To modify the status descriptions go to Tools > Options > Tickets tab > Customize Status Values. Right-click on the Status field and from the menu select Customize Status Values.

Note: This should be done by a user with administrator privileges.

Can I print the tickets details from the main Tickets window?

In the Ticket window you can use the print button in the toolbar to print a Ticket's details. You can change the default format of the printed report by going to Tools > Options > Tickets and under Default Detailed Report select another report format.

You can also customize a ticket report by designing one that suits your needs.
For more information, see how to customize reports.

Can I change the default Ticket detailed report printed from the Tickets window?

Yes. To set your default Tickets report, go to Tools > Options... > Tickets tab, and select the report you wish to be your 'Default Detailed Report'.

How can I have internal Account notes display when an employee is creating a new Ticket?

You can add internal notes to an Account by using the Service tab in the Accounts window.

Internal notes are only visible to employees (customers using the web interface will not be able to see them). These notes are displayed every time an employee creates a new Ticket.

For example, you can use the Notes field for notes like "Hasn't paid yet," and each time a Ticket is created for this customer, this note will be displayed.

Internal notes can also be added at the Contract level (in the Contracts window >Details tab). These notes will be displayed along with the Account internal notes when a new ticket is being created that is assigned to a particular contract.

Internal notes are also visible when using the Commit Web Interface for Employees.
When creating a new Ticket, click on -/+ near the Account and/or Contract name and the notes will be displayed.

Please note that the service 'Description' field is visible to both employees and customers, while service 'Internal Note' is visible only to employees.

What is a Ticket Due Date?

The Ticket Due Date field helps you make sure you solve open issues on time.

When the due date has passed, and the Ticket is still open, the system will display the due date in red to draw your attention.