🎟️Tickets

FIRST LINE provides simple and easy-to-use tickets to track, prioritize, and handle customer issues, functioning like service-derived to-do items.

Overview

Work orders help companies track, manage, and maintain lists of issues and assist in handling customer problems. When frontline service personnel cannot answer or resolve a customer's issue at the moment, they record the problem and create a new work order, such as

1. requiring maintenance staff or engineers to inspect the site, such as equipment, lines, etc.

2. requiring different departments, local departments, or agencies to retrieve data or report back, such as local sales handling, etc.

you can use the work order to record the problem, the handling process, and the result to quickly track customer issues.

Tabs

Name	Overview
Basic	Record the basic information of the work order, including subject, content, etc.
Other	Custom fields for the work order. Fields can be added or modified via the management interface "Custom Fields."
To-do items	Additional tasks for this work order; manage lists for subsequent activities, plans, and events.
Attachments	Files related to this work order, such as images, videos, documents, etc.
Notes	Internal staff can add additional notes to mark important information.
Service records	When a specialist edits or modifies this work order within a service record, it will automatically link to the current service record, indicating a relationship with that service record, which can be viewed here.

Fields

Enter the main editing interface. The "Basic Information" tab will display the fields that make up a basic work order. The field list is as follows

Required	Fields	Content
	Title	The title of this work order; required.
	Content	Record the work order description or remarks and other content; required.
	Customer	The name of the customer responsible for the work order. You can add a new customer or search existing customers by keyword.
	Assignee	Who is responsible for handling this work order.
	Category	Helps you classify and organize the scope of the work order.
	Priority	Divided into four levels: Low, Medium, High, and Urgent. Priority increases in that order.
	Due date	The final deadline for this work order, used to determine whether it is overdue.
	Status	Divided into four stages, in order of process: "Pending," "In Progress," "Resolved," "Closed."

Work order status

The work order system status consists of four system-default options used for quickly judging the progress of the work order, each pre-defined as follows

1. Pending: indicates it is waiting for a specialist to handle, or has not yet been assigned to a handling specialist.

2. In Progress: this work order is currently being processed.

3. Resolved: this work order has been resolved.

4. Closed: due to special reasons or circumstances, it cannot be completed successfully or was interrupted.

How to perform batch operations?

When managing work order data, efficiency is key. You can select multiple work orders from the list interface and use the "Edit" button to modify these work orders' data at once. This feature greatly simplifies data management processes, allowing you to avoid editing each work order individually and thereby saving valuable time and effort.

Use cases for bulk editing include but are not limited to:

• Updating work order status (e.g., from "In Progress" to "Resolved")

• Changing the assignee or assigning new responsible personnel

• Adjusting priority or due date

• Adding or changing work order categories