The ticket and schedule manager is a cloud based ticketing system which allows your team to view and manage subscriber tickets on the fly, using both PCs and mobile devices that support Google calendar.

Open Ticket & Schedule Manager

  • Click Ticket and Schedule Manager in the Toolbar.

ticket and schedule manager

  • Or go to Tools > Ticket and Schedule Manager.

ticket and schedule manager 2

  • Also, you can simply hit Alt + K.

tsm

  1. Ticket – the main tickets page
  2. Google Calendar – used to schedule tickets
  3. Filter Tickets – search tickets
  4. Open – show all open tickets
  5. Pending – show all pending tickets
  6. Resolved – show all resolved tickets
  7. Reports – shows date-bound ticket reports
  8. Filter by Technician
  9. Information about the highlighted ticket -date and time when the ticket was made, the user who made it, and the description
  10. Tickets Sync – sync UBO ticket data with Google calendar
  11. Print – print details of the selected ticket
  12. Add – add new ticket for the current subscriber highlighted in the main table
  13. Edit – edit the highlighted ticket
  14. Resolve Ticket – change the status of the highlighted ticket to Resolved
  15. Delete Ticket – delete the highlighted ticket
  16. Close – closes the TSM window

Add Ticket

  • Go to Ticket and Schedule Manager > Add Ticket. (number 11 above)
  • Or go to Subscriber > Add > Ticket.

add ticket 1

  • Or right-click the subscriber you want to add the ticket to. Go to Add > Ticket.

add ticket 2

  • Or click the Add a ticket to the selected Subscriber icon in the Toolbar.

subscriber icon 1

  • Or go to Notes & History tab > Add Ticket.

history - add ticket

  • Or go to the Notes & History window > Add Ticket.

notes and history - add ticket

  • Or simply hit Ctrl + T.

ctrl t

  1. Brief description of the ticket
  2. More information about the ticket including the edit history, which is saved by default in this area
  3. Status
    1. Open – new ticket
    2. Pending – technician is currently fixing this ticket
  4. Priority
    1. High
    2. Normal
    3. Low
  5. Type
    1. Onsite: Install
    2. Onsite: Repair
    3. Onsite: Site Survey
    4. Onsite: Other
    5. Phone Call
    6. Add New…
  6. Contact Phone – choices in the drop-down list contains phone numbers from
    1. Primary Contact
      1. Home Phone
      2. Work Phone
      3. Cell Phone
      4. Fax
    2. Billing Contact
      1. Home Phone
      2. Work Phone
      3. Cell Phone
      4. Fax
  7. Service Address – choices in the drop-down list contains addresses from
    1. Primary – address from Primary Contact
    2. Billing – address from Billing Contact
    3. Equipment – address from Equipment Location
    4. Add New – add a new address
  8. Assign To – choices in the drop-down list are technicians
  9. Followers – default choices in the list are technicians but you can add other emails as needed
  10. Save – adds the ticket in the table (click so that the ticket will be stored in the system without being added to the calendar)
  11. Schedule – adds the ticket to the current time in the Google calendar
  12. Cancel – cancels the adding of the ticket

Edit Ticket

  • Go to Ticket and Schedule Manager.
  • Choose a ticket to edit from the ticket table.
  • Click Edit Ticket.
  • Update the ticket like you are adding a new one.

   Or

  • In the Notes & History tab/window,
  • Double-click a ticket.
  • Update the ticket like you are adding a new one.

   Or

  • In the Notes & History tab/window,
  • Choose a ticket to edit from the Notes & History table.
  • Click View/Edit.
  • Update the ticket like you are adding a new one.

edit ticket 1
Delete Ticket

  •   Go to Ticket and Schedule Manager.
  • Choose a ticket to delete from the ticket table.
  • Click Delete Ticket.

   Or

  • In the Notes & History tab/window,
  • Choose a ticket to delete from the Notes & History table.
  • Click Delete (trash bin icon).

delete ticket 1
Close Ticket

  • Go to Ticket and Schedule Manager.
  • Choose a ticket to close from the ticket table.
  • Click Close Ticket.

View Ticket Reports

  • Reports > Tickets and Schedule > Tickets and Schedule Report (Date Bound) > [date range]

view ticket 1
Schedule Event

  • Open Google Calendar.
  • Or Add Ticket > click Schedule.
  • Or Edit Ticket > click Schedule.

schedule event

  • These colored sticky notes are the tickets scheduled as events on their respective dates. You can:
    • drag a ticket to your preferred schedule since its default schedule is the time when you added it
    • edit the event by clicking it
    • view scheduled tickets by technician by clicking the technician at the left side of the page under My Calendars
    • view scheduled tickets by Day, Month, etc by clicking the toggle buttons at the top right part of the page

Please click to Add Technicians .