The Ticket Details page displays whenever you’re viewing a Ticket.

This document provides a high-level overview of what you’ll find on a Ticket's Details page:

The header bar at the top identifies the ticket by number and Subject (1). It also contains an action button bar (2), which allows you to take some popular actions on your ticket.

The left sidebar (3) displays and allows you to change information related to the ticket. 

The main page area to its right contains sections you can use to work on the ticket.

The Header Bar

Ticket Identifiers

The upper left corner of the header bar (1) identifies the ticket by number and Subject:

If the Due Date for the ticket is 2+ days into the future, Syncro displays the ticket number in blue.

However, tickets that have a due date of tomorrow display in orange, with a little clock icon to the left of the ticket number:

If the ticket's Due Date is today or in the past, the ticket number and Due Date display in red. 

And, if a Service Level Agreement (SLA) is associated with the customer who submitted the ticket, and that ticket has not been resolved within the parameters defined in that SLA, Syncro displays the ticket in red, with an exclamation icon to the left of the ticket number. It also shows the length of the breach:

Action Button Bar

• New: Click to select from Part Order, Appointment, Estimate, or manually add an Intake Form.
• Edit: Puts the ticket in edit mode so you can make changes; the page Syncro displays is the same as described in Manually Create a Ticket.
• Add/View Charges: $N.NN: Displays the charges currently associated with this ticket. Click to open the Ticket Line Items pop-up window. You can also see the items when you Create an Invoice.
• Make Invoice: Click to create an invoice from this ticket. The Invoice displays, allowing you to make any changes to line items. See also Create an Invoice.
• Actions menu: 
  • Resolve: Resolves the ticket you're viewing, and keeps you on the Ticket's Details page so you can make more edits (for example, to create an invoice).
  • Quick Resolve: Resolves the ticket you're viewing and returns you to the Tickets tab/page.
  • Subscribe: (This action is only available when the current User is NOT the technician assigned to the ticket.) Click to become a Subscriber to the ticket and receive notifications about it. See also Collaborating on a Ticket. 
  • Add Attachment: Displays the “Select Files to Upload” pop-up window. (This is the same as clicking Upload in the Attachments section in the left sidebar.) 
  • Parts Status: Navigates you to the Part Order List page so you add and/or track the status of any parts needed to resolve the ticket.
  • Customer Wiki: Navigates you to a New Documentation Page to create internal documentation related to the ticket. 
  • Make Recurring: Opens the ADD/MODIFY RECURRING SCHEDULE pop-up window, where you can create a template and select options to make this ticket recur on a schedule: IMAGE 
  • Merge: Opens the MERGE TICKET pop-up window, where you can combine this ticket with another you select:
    
    All of the information contained in the "Ticket to Remove" on the left will carry over to the "Final Ticket" on the right, with the following exceptions: Custom Fields Data, Remote Access Sessions, Computer Reports, Assets, and Parent/Child relationships. All other information (including Invoices, Estimates, Comments, Charges, and Attachments) will be included in the Final Ticket. Any time tracking on these tickets will be paused at the time of the merge. 
  • Split: Opens the SPLIT TICKET (TO NEW) pop-up window, where you can divide this ticket into two different ones:
    
    Syncro will copy most of the values from the source ticket. You can choose to include all Comments/Communications (i.e., Notes and/or Emails), or only the Comments more recent than the one you clicked. You can also create a New Subject for the new ticket.
  • Cancel: Cancels the work of the ticket, but retains a record of it. (Syncro marks the ticket as "Resolved.")
  • Delete: Removes the ticket completely, as if it never existed.
• PDF icon: Select to view a PDF of the Intake Form, Large Ticket, Ticket Receipt, Ticket Label, or Customer Label associated with this ticket. See also Customize PDF Templates.

The Left Sidebar

A sidebar at the left of the Ticket Details page displays the following sections containing information about the ticket:

AI Info 

The AI Info section displays an AI Ticket Classification and a sentiment related to the latest comment your customer made about the ticket. For more information, see Work with Guided Ticket Resolution and AI Sentiment Analysis.

Ticket Info

Quickly view the Status, Assignee, Type, Tags, SLA, Contract, Due Date, Ticket Template, Created (date), Billing Status, Additional CCs, and Subscribers for the ticket:
 
Note: The only fields NOT editable here are Created (date) and the Billing Status.

Customer Info

Quickly view the Customer (Name/Business), Assigned Contact, Email, Office (phone), Primary Address, Ticket Address, SMS Service, and Customer Tags:

• Customer (Name/Business), Email (phone, Office, and Primary Address are hyperlinked. 
• Click Change in the header to associate the ticket to a completely different Customer. 
  IMPORTANT: When selected, all of the elements associated with the ticket will move to the new customer (including relevant assets, estimates, and invoices). Typically used when a lead was associated with the wrong customer and the ticket isn't associated with anything yet.
• Click +New next to Assigned Contact to pop open a window to capture a new Contact's information. 
• Click into any of the other editable fields to change them right here.

Appointments

Displays any appointments associated with this particular ticket: 

• Click New to open the NEW APPOINTMENT pop-up window and create a new appointment. 
• Click the triple-dot icon to View Details, Edit, or Delete scheduled appointments.

Linked Tickets

Displays and allows you to create and/or modify parent/child ticket relationships. See Link Related Tickets as Parents/Children for more information.

Attachments

Allows you to upload attachments for this ticket: 

Click Activate Copy/Paste Attachments to enable the drag-and-drop area, or click Upload and select a file. (This works exactly like it does on the Customer Details Page.)

View History (Admin Only)

Note: At the bottom of the left sidebar Admins will find a View History (Admin Only) button. Click it to view an abbreviated history of actions taken on the ticket:

Click Archives in the header to display a pop-up window that contains a full change history.

The Main Page Area

The main page area at the right displays sections you can use to work on the ticket. They include:

• The Guided Resolution section (if available).
• The Custom Fields section (if applicable).
• The Worksheets section (if applicable).
• The Labor Log section. 
• The Relevant Assets section.
• The Communications section. See also Add Billable Time And/or Hardware to Tickets and Collaborating on a Ticket.

The Relevant Assets Section

If an asset was added when the ticket was created, Syncro displays it in this section.

Use the icons in the REMOTE column to access the asset remotely and/or use use Backgrounding Tools. 

Click the triple-line icon to Edit or Remove the asset from the ticket.

Click +New in the section header to display fields that allow you to add a new asset:

Click Add Existing in the section header to display fields that allow you to select from other existing assets associated with the customer:

The Communications Section

Ticket communications (also referred to as Comments) include Public Notes, Private Notes, Emails, and SMS texts:

Note: You can opt into Rich Text for the Body field at the top of Ticket Settings (Admin > Tickets - Preferences):

With Rich Text, you have more options for formatting your communication, you can add images/screenshots in context, and you can mention others. (If you don't see these features, your editor may be in Plain Text mode.)

The visibility of ticket communications (and whether they send messages) depends on the format you select:

Notes: 

• The “SMS Service Enabled” box must be checked and a mobile Phone provided on the Customer to use the “SMS” and “Email & SMS” formats.
• If you need to include screenshots, choose the “Email & SMS” format and include the images in the email part of the communication. Then use SMS to tell the customer/contact to check their email.
• If you want to keep the CC'ed contacts in the loop on the communication, choose the “Email & SMS” format.
• Labor charges/duration are not included in Ticket Communications.

Use the Subject dropdown to change the subject of your communication to: 

• Issue: The default subject for a NEW ticket.
• Diagnosis: Use when you send the customer/contact a diagnosis and recommended repair options.
• Contacted: Use to record communication with the customer/contact.
• Approval: Use when a Customer approved work you've done.
• Parts Order: Use when you want to alert the customer/contact that you've ordered parts. (If Private Note is selected, this subject update will NOT alert the customer/contact.)
• Parts Arrival: Use when you want to alert the customer/contact that their parts have arrived.
• Update: The default subject for an EXISTING ticket. Use when you want to update the customer/contact.
• Upgrade: Use when you want to recommend using new parts to the customer/contact.
• Completed: Use when you want to let the customer know the work is complete.
• Other: Use for any other miscellaneous messages to your customer/contact.

Note: Different Subject values change a ticket's Status and Progress differently. For more information, see How Ticket Statuses Change.

Use the "Body" text area to write your communication. You can use the editor toolbar to format the communication to your liking. You can even insert links and add pictures.

To manually add time when submitting an update or adding a Ticket communication, see Add Billable Time And/or Hardware to Tickets:

Click the appropriately-named button in the bottom right to submit the communication. 

Or, you can use the button's dropdown menu to submit the communication AND change the ticket status in a single step! 

If the communication is to be emailed, Syncro displays the email address to be used below the button.

Tips: 

• Click Email RMM Installer Link to open a pop-up window that will insert an RMM Agent Installer Link into the Body of your communication. 
• Click Canned Responses (the clipboard icon) to search and insert canned responses into the Body of your communication. If you have the appropriate permissions, you can also click Modify from the INSERT CANNED RESPONSE window to view/change these.  See Canned Responses for more information.
• Click Add Attachments (the paperclip icon) to attach files to the communication. These attachments must already be listed in the Attachments section in the left side panel.

As you and your customers communicate about the ticket, Syncro displays them at the bottom of the Communications section:

Tip: Enable AI Sentiment Analysis feature to track how your customers are feeling about your handling of the ticket.