Ticket App
Web App Release V4.11 | 03 June 2026
The Ticket App brings greater structure, visibility, and control to service management by connecting ticket creation, asset tracking, SLA monitoring, and work order visibility in one place.
Designed to support service requests, maintenance issues, installations, and wider support activity, it gives teams a clearer and more traceable way to manage service-related work from initial request through to resolution.
Each ticket provides useful context around the company, contact, related assets, priority, ownership, status, and expected resolution times, helping teams monitor progress, understand what work is required, and keep follow-up activity visible within the same workflow.
Key features
Ticket Creation and Asset Association
- Tickets can be created against the relevant companyand contact, with details such as type, location, priority, channel, owner,assignee, description, and tags captured in the form. Relevant assets can thenbe selected and linked to the ticket.
Role-Based Access
- The Ticket App is enabled through the Ticket package and managed with role-based permissions. This supports controlled access to ticket creation, ticket management, documents, storyboard visibility, and estimated resolution settings.
Ticket Management Overview
- The Ticket grid provides a central place to review andmanage service activity, including ticket type, company, contact, status,location, site, priority, internal priority, and channel.
Enhanced Ticket View and SLA Tracking
- The new Ticket View brings together ticket context,SLA status, time-to-first-response, open time, estimated resolution,stage-by-stage time breakdown, and core ticket information. SLA performance isclearly labelled as On Track or Delayed based on the estimated resolution time.
Asset and Work Order Visibility
- Assets and related work orders are displayed within the Ticket View, making it easier to trace the service journey from the original request through to the operational work required.
