# Tickets

## Ticket Screen

![TicketScreen](../images/TicketScreenFieldGuide.png)

* **1 - Navigation Bar**: On all pages in the system, the Navigaiton Bar is there to allow you quick access to all of the operations you need.
* **2 - Filter & Search Boxes**: These boxes are there to help you find specific Tickets quickly, by either filtering by type via the dropdown menu, or by searching in the box on the right.
* **3 - New Ticket Button**: The floating '+' button located at the bottom right is present on every screen, and clicking it will allow you to search for or add a new customer and immediately begin your new ticket. 

## Creating Tickets

Creating Tickets is very easy in Service Professional and can be done from any screen you're on, so you're always one click away from getting started with a customer interaction.

To create a new Ticket, simply find the floating '+' button down in the lower right corner. This button is there on every screen, and will always function the same way.

![Creating Repair Orders](../images/NewEstimateButton.png)

### Adding a Customer

Once you click the 'New Ticket' button, you are shown a Customer Search panel. This small panel functions as a search to find existing customers, or as a way to add a new customer via the Add button on the right side of the search field.

![Add Customer](../images/AddCustomerPanel.png)

# Ticket Details

If you search finds the customer, simply click their name to add them to the Ticket, or click the Add button to create a new customer record for them. Both actions will then bring you into the Ticket Details screen.

![TicketDetails](../images/TicketDetailsFieldGuide.png)

* **1 - Ticket Reference NUmber / Ticket Status**: On the left is the Reference Number for the ticket, and after the '/' is the Ticket Status. These status correspond with the custom Ticket status fields you've setup for your Job Board.
* **2 - Customer Information**: This section in the right sidebar of the page, displays your customers information associated with the Ticket. Name, Address, Phone, Vehicle, and Scheduled Drop-Off Time.
* **3 - Service / Inspection Search Bar**: This is your search field to add service or inspection cards to your ticket.
* **4 - Service Card**: Service Cards are the action items for a ticket. Examples would be "Tune Up" or "Alignment", etc.
* **5 - Ticket Actions**: Buttons that allow actions on your ticket. Currently we support 'SMS', 'Download', and 'Print'.

### Adding Inspection and Service Items

On the Ticket Details screen, click the 'Add Service or Inspection' line, and you will be prompted with a search bar. In this search, you can find common service or inspection items to add for the vehicle in question. They are identified as either an Inspection or Service on the left-hand side of the search results.

![Add Services](../images/AddServiceBar.png)

![Search Bar](../images/AddServiceResultsPanel.png)

> ### **Custom Services**
>
>If you search does not yield the Service or Inspection are you looking for, click the '+' button to the right of the search bar to add your own custom service action. You can select Service or Inspection as types, and this item will be usable again on future Work Orders via the search.
>
>![Add Custom Service](../images/CustomServiceDialogue.png)

After selecting an Inspection or Service to add, it will have its own card on this Ticket. Here you can assign a technician, add service-level notes, customer approvals, as well as parts and labor costs specific to this service. You can also use the arrows in the upper left corner of a service item to arrange them in your preferred order on the customer's invoice.

![Service Item](../images/ROServiceCard.png)

Under any Inspection or Service item, when you click the 'Find Parts' button on the top-right of the Service box. This will punch out to the online parts catalog with your customers vehicle selected. Select the parts you need for this service, add them to your cart, then simply click the large arrow in the top left corner to pull it back into your Ticket Details screen under the selected service item.

![Parts Catalog](../images/PartsCatalog1.png)

### Adding Labor, Misc Items, and Non-Catalog Parts

To add any of these items, click the " + Add Item" button along the top right of the service box. This brings up a dialogue box that will allow you to choose Labor, Part, Misc, or Fee items to add to your Ticket.

![Add Service Item](../images/AddServiceItem.png)

### Assigning a Technician

Each individual Service on a Ticket can be assigned to a technician (Meaning there can be multiple technicians assigned across a ticket if there are multiple services.) To assign a technician to a service, simply click the 'Add Technician' button which looks like a small avatar with a '+' symbol. This will give you a drop-down list, simply make your selection and it will assign that person to that service.

![Assign Technician](../images/AssignTech.png)

### Service Approvals & Ticket Approval

Each service on a ticket needs to be actioned as 'Approved' or 'Deferred'. You can set this by clicking the title box on the service, and chosing from the dropdown menu. 

![ServiceApproval](../images/ServiceApproval1.png)

Once the service approvals are completed, the technician or the customer can give a final approval for the RO. On the customer side, this is done via signature, but on the ticket screen itself this is done via the 'Authorize' button on the right sidebar, underneath the customer's information.

![ROAuthorize](../images/ROAuthorize.png)


### Finalizing a Repair Order

Once services are approved, and the ticket is Authorized, you will want to click the 'Invoice' button down in the right sidebar.

![InvoiceButton](../images/InvoiceButton.png)

This will make the invoice finalized, and is ready to be paid. The 'Invoice' button will change to a 'Pay' button. Clicking this button will bring up a dialogue box where you can enter the customers method(s) of payment.

![PayButton](../images/PayButton.png)

![PaymentDialogue](../images/PaymentDialogue.png)

## Other actions around Tickets & Repair Orders

### Communications Tab

The Communications tab is a way for your team to keep notes on a vehicles repair. Multiple users can comment on a ticket, and keep up-to-date on what is happening with a vehicle. Things like customer comments, technicians notes about the vehicle, etc. These are not visible to customers. These are in-house notes for your team only.

![CommsTab](../images/CommsTab.png)

### Recalling Incomplete Tickets 

If you begin a ticket with a customer but are not able to fill it out completely before you have to do something else, you can find them on the Tickets screen. In the upper right corner, you will see a 'Status' dropdown. Select Estimate, and click the search button.

![RO Status Filter](../images/ROStatusFilter.png)

If you click any ticket, you will be taken back into the work order screen where you can complete it.

### Ticket Status Tracking via Job Board

Once you have created a Ticket and services have been approved/authorized, it becomes a Repair Order, and can be found on the Job Board under the customer and assigned to a status. You can create your own custom workflow, in which vehicles will move through while in your shop. You can see in the example below that you can have as many or as few status' as you like and can easily drag and drop items from one status column to another to maintain visibility of where vehicles are.

![Appointments Board](../images/AppointmentsBoard.png)