Facilio DocsHelpdesk Guide
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06Everyday work

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 inTickets
6 sections4 how-to guides6 min readDownload .md

06.1Where 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.

The ticket list, grouped by day. The Assignee column on the right shows who Atom assigned, and when.
Fig. 06.1The ticket list, grouped by day. The Assignee column on the right shows who Atom assigned, and when.

06.2Read 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.

06.3Ticket 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.
Fig. 06.2The Type filter, listing every ticket type.
Type
Sales Request
Maintenance Request
Escalation
Handoff
Follow-up

Categories

The Category filter.
Fig. 06.3The Category filter.

HVAC, Plumbing, Electrical, Maintenance, Cleaning, Security and access and Others. Dispatch policies 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.

06.4Inside 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.
Fig. 06.4The 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. 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.
Fig. 06.5The 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 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.
Fig. 06.6Each 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.
Fig. 06.7Everything 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.

06.5Find tickets

How to filter the ticket list

  1. 1
    Open Tickets in the menu.
  2. 2
    Click a filter at the top: Status, Type, Urgency, Category or Date.
The Status filter. Tick one or more statuses.
Fig. 06.8The Status filter. Tick one or more statuses.
  1. 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.
Fig. 06.9Only tickets that are In progress are shown.
  1. 4
    To start again, click Clear inside a filter, or Clear all at the top.

How to search for a ticket

  1. 1
    Type in Search by subject or ID… at the top right of the list.
  2. 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.
Fig. 06.10Searching for leak finds the washroom leak at Harbour Offices.

06.6Work a ticket

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

  1. 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.
Fig. 06.11A ticket's panel. The Atom card sits right under Assigned to.
  1. 2
    Click via Call (or WhatsApp, Email and so on) at the top to open the original conversation in the Inbox.
  2. 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.
Fig. 06.12How Atom decided: from reading the request to finalising the assignment.
  1. 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.
Fig. 06.13Other matches lists the next-best technicians, each with its own Assign button.
  1. 5
    Press Esc, or click ✕, to close the panel.

How to assign a technician Atom recommends

  1. 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.
Fig. 06.14Atom recommends Daniel Brooks for the lobby lights, with a 91% match.
  1. 2
    Click Assign on the Atom card, or the Assign button in the list's Assignee column.
  2. 3
    A message confirms Assigned to name, and the ticket shows the technician as assigned.
Assigned to Daniel Brooks. The list updates straight away.
Fig. 06.15Assigned to Daniel Brooks. The list updates straight away.