# Tickets

> Every ticket raised from calls, chats and emails across your sites, in one list. Open a ticket to see its details, the technician Atom picked, and exactly how it decided.

**Find it in:** Tickets

*From the Facilio Helpdesk Guide — https://facilio.com/help/helpdesk-guide/tickets/*

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## Where tickets come from

You don't need to type tickets in. The Intake agent raises a ticket at the end of each conversation, with the subject, site, category and urgency filled in. Tickets can also sync in from the tools you already use through [Data Sources](https://facilio.com/help/helpdesk-guide/settings/#how-to-add-a-dataset).

![The ticket list, grouped by day. The Assignee column on the right shows who Atom assigned, and when.](https://facilio.com/help/helpdesk-guide/screens/tickets.webp)
*Fig. 1 — The ticket list, grouped by day. The **Assignee** column on the right shows who Atom assigned, and when.*

## Read the list

| Column | What it shows |
| --- | --- |
| **Subject** | What the issue is, with the ticket ID and how long ago it came in |
| **Urgency** | **Emergency** (3 red bars), **Urgent** (2 amber bars) or **Not urgent** (1 blue bar) |
| **Status** | **Created**, **In Progress**, **Resolved**, **Closed** or **Rejected** |
| **Requester** | Who reported it |
| **Source** | The channel it came in on: Call, WhatsApp, Web call, Web chat or Email |
| **Location** | The site and area, for example *Northpoint Mall · Generator room* |
| **Category** | For example HVAC, Plumbing or Electrical |
| **Assignee** | The technician, and whether Atom or a person assigned them |

The **Assignee** column can show four things:

- **Auto-assigned by ✦ Atom at…**: Atom assigned the technician on its own.
- **Recommended by Atom** with a score and an `Assign` button: Atom suggests this technician and is waiting for you to confirm.
- **Finding a match…**: Atom is still working on it.
- **Assigned at…**: someone on your team assigned it by hand.

## Ticket types and other fields

Every ticket has a type, a category, an urgency and a status, and you can filter the list by each of them. The category and urgency are filled in from the conversation.

### Types

![The Type filter, listing every ticket type.](https://facilio.com/help/helpdesk-guide/screens/how-tickets-fields-1-type.webp)
*Fig. 2 — The **Type** filter, listing every ticket type.*

| Type |
| --- |
| **Sales Request** |
| **Maintenance Request** |
| **Escalation** |
| **Handoff** |
| **Follow-up** |

### Categories

![The Category filter.](https://facilio.com/help/helpdesk-guide/screens/how-tickets-fields-2-category.webp)
*Fig. 3 — The **Category** filter.*

**HVAC**, **Plumbing**, **Electrical**, **Maintenance**, **Cleaning**, **Security and access** and **Others**. [Dispatch policies](https://facilio.com/help/helpdesk-guide/dispatcher/) can use the category to decide which tickets they handle, for example **Category is Electrical**.

### Urgency

| Urgency | In the list |
| --- | --- |
| **Emergency** | 3 red bars |
| **Urgent** | 2 amber bars |
| **Not urgent** | 1 blue bar |

### Status

**Created**, **In Progress**, **Resolved**, **Closed** and **Rejected**.

### Date

The `Date` filter shows tickets from **Today**, **Yesterday**, the **Last 7 days** or the **Last 30 days**.

> These lists are your organisation's own settings, so your helpdesk may show different or extra types, categories or urgencies. The ones above are the defaults every new helpdesk starts with.

## Inside a ticket, section by section

Click any ticket and it opens in a panel on the right. From top to bottom:

### The header and summary

![The ticket's code and time, the channel it came in on, its title and Atom's summary.](https://facilio.com/help/helpdesk-guide/screens/focus-ticket-header.webp)
*Fig. 4 — The ticket's code and time, the channel it came in on, its title and Atom's summary.*

The top line shows the ticket code (for example **TKT-2043**) and when it was raised. **via Call** (or WhatsApp, Email and so on) shows the channel. Click it to open the original conversation in the [Inbox](https://facilio.com/help/helpdesk-guide/inbox/). Under the title, **Summarized by Atom** sums up what's wrong in a sentence or two.

### Who Atom assigned, and why

![The Atom card: the technician, the reason, the policy that applied and two buttons.](https://facilio.com/help/helpdesk-guide/screens/focus-ticket-assignment.webp)
*Fig. 5 — The Atom card: the technician, the reason, the policy that applied and two buttons.*

The dark card says who got the ticket (**Auto-assigned by Atom**, or **Atom recommends** while it waits for you) and gives the reason in one line. **Applied policy** names the [dispatch policy](https://facilio.com/help/helpdesk-guide/dispatcher/) that was used. `Other matches` lists the runners-up, and `How Atom decided` opens the steps below.

### How Atom decided

![Each step of the decision, from reading the request to the final assignment.](https://facilio.com/help/helpdesk-guide/screens/focus-ticket-decided.webp)
*Fig. 6 — Each step of the decision, from reading the request to the final assignment.*

| Step | What Atom did |
| --- | --- |
| **Request analyzed** | Read the ticket and understood the problem |
| **Policy matched** | Picked the dispatch rule that applies |
| **Requirements extracted** | Worked out the skills and certifications needed |
| **Candidates filtered** | Removed technicians who don't meet the rules |
| **Scoring calculated** | Ranked the rest on skill, availability, distance and more |
| **Assignment finalized** | Assigned the best match, or recommended them for you to confirm |

### The details

![Everything Atom filled in from the conversation.](https://facilio.com/help/helpdesk-guide/screens/focus-ticket-details.webp)
*Fig. 7 — Everything Atom filled in from the conversation.*

**Urgency**, **Type**, **Category**, **Source**, **Requester**, **Location** and **Required skills** were all filled in by the Intake agent from the conversation. **Created** and **Last updated** sit underneath, and **Attachments** shows any photos or files the tenant sent.

## Find tickets

### How to filter the ticket list

1. Open **Tickets** in the menu.
2. Click a filter at the top: `Status`, `Type`, `Urgency`, `Category` or `Date`.

![The Status filter. Tick one or more statuses.](https://facilio.com/help/helpdesk-guide/screens/how-tickets-filter-1-status-menu.webp)
*Fig. 8 — The **Status** filter. Tick one or more statuses.*

3. Tick what you want to see, for example **In Progress**. The list updates straight away, and the filter shows a count such as **Status (1)**.

![Only tickets that are In progress are shown.](https://facilio.com/help/helpdesk-guide/screens/how-tickets-filter-2-filtered.webp)
*Fig. 9 — Only tickets that are **In progress** are shown.*

4. To start again, click `Clear` inside a filter, or `Clear all` at the top.

> Shortcut: on Home, click any status in **Ticket Operations** to open this list already filtered.

### How to search for a ticket

1. Type in **Search by subject or ID…** at the top right of the list.
2. The list updates as you type. Search by a word in the subject, such as *leak*, or by the ticket number.

![Searching for leak finds the washroom leak at Harbour Offices.](https://facilio.com/help/helpdesk-guide/screens/how-tickets-search-1-search.webp)
*Fig. 10 — Searching for **leak** finds the washroom leak at Harbour Offices.*

## Work a ticket

### How to open a ticket and see why Atom chose a technician

1. Click any row. The ticket opens in a panel on the right, with its summary, the **Details** card and any **Attachments** the tenant sent.

![A ticket's panel. The Atom card sits right under Assigned to.](https://facilio.com/help/helpdesk-guide/screens/how-tickets-open-1-detail.webp)
*Fig. 11 — A ticket's panel. The Atom card sits right under **Assigned to**.*

2. Click **via Call** (or WhatsApp, Email and so on) at the top to open the original conversation in the [Inbox](https://facilio.com/help/helpdesk-guide/inbox/).
3. On the Atom card, click `How Atom decided` to see each step of the decision.

![How Atom decided: from reading the request to finalising the assignment.](https://facilio.com/help/helpdesk-guide/screens/how-tickets-open-2-how-atom-decided.webp)
*Fig. 12 — **How Atom decided**: from reading the request to finalising the assignment.*

4. Click `Other matches` to see the runners-up and their match scores.

![Other matches lists the next-best technicians, each with its own Assign button.](https://facilio.com/help/helpdesk-guide/screens/how-tickets-open-3-other-matches.webp)
*Fig. 13 — **Other matches** lists the next-best technicians, each with its own `Assign` button.*

5. Press Esc, or click ✕, to close the panel.

### How to assign a technician Atom recommends

1. Open a ticket that shows **Atom recommends**. The card shows the technician and their match score.

![Atom recommends Daniel Brooks for the lobby lights, with a 91% match.](https://facilio.com/help/helpdesk-guide/screens/how-tickets-assign-1-recommended.webp)
*Fig. 14 — **Atom recommends** Daniel Brooks for the lobby lights, with a 91% match.*

2. Click `Assign` on the Atom card, or the `Assign` button in the list's **Assignee** column.
3. A message confirms **Assigned to *name***, and the ticket shows the technician as assigned.

![Assigned to Daniel Brooks. The list updates straight away.](https://facilio.com/help/helpdesk-guide/screens/how-tickets-assign-2-assigned.webp)
*Fig. 15 — **Assigned to Daniel Brooks**. The list updates straight away.*

> To pick someone else, click `Other matches` and then `Assign` next to the person you want.

> **Note:** Tickets aren't created or deleted by hand on this page. They come from your agent's conversations and your connected data sources.