# Tickets

> Every job the Coordinator is working on, in one list. Open a ticket to see where the job stands, when the vendor is due on site, when Atom will chase them next, and everything Atom has done so far.

**Find it in:** Tickets

*From the Facilio Work Coordination Guide — https://facilio.com/help/work-coordination-guide/tickets/*

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## Where tickets come from

Each ticket is a job for a technician or vendor. Tickets sync in from the system your team already works in, such as Facilio, through [Data Sources](https://facilio.com/help/work-coordination-guide/settings/#data-sources). When a ticket is assigned, the [Coordinator](https://facilio.com/help/work-coordination-guide/coordinator/) picks it up and starts working on it, following your rules.

If no tickets have come in yet, the page says **No tickets yet** and offers `Set up a data source`.

![The ticket list, grouped by day. Assignee on the right shows who has each job.](https://facilio.com/help/work-coordination-guide/screens/tickets.webp)
*Fig. 1 — The ticket list, grouped by day. **Assignee** on the right shows who has each job.*

## Read the list

| Column | What it shows |
| --- | --- |
| **Subject** | What the job is, with its code and how long ago it came in |
| **Urgency** | How urgent the job is, as bars |
| **Status** | **Created**, **In Progress**, **Resolved**, **Closed** or **Rejected** |
| **Requester** | Who asked for the work |
| **Location** | The site and area, for example *Northpoint Mall · Generator room* |
| **Category** | For example HVAC, Plumbing or Electrical |
| **Assignee** | The technician or vendor who has the job, and when it was assigned |

> **Status** is the ticket's status. Where the job itself stands (scheduled, in progress, completed and so on) is its **Stage**, on the ticket's [Coordination](https://facilio.com/help/work-coordination-guide/tickets/#coordination) tab.

### How to find a ticket

1. Type in **Search by subject or ID…** at the top right.
2. Or narrow the list with the filters at the top: `Status`, `Type`, `Urgency`, `Category` and `Date`. The `Date` filter offers **Today**, **Yesterday**, **Last 7 days** and **Last 30 days**.
3. Click `Clear all` to remove every filter.

## Inside a ticket

Click a ticket and it opens in a panel on the right. Click `×` at the top to close it.

![The backup generator job at Northpoint Mall: the summary, then Details, with Coordination underneath.](https://facilio.com/help/work-coordination-guide/screens/ticket-detail.webp)
*Fig. 2 — The backup generator job at Northpoint Mall: the summary, then **Details**, with **Coordination** underneath.*

### Move around a ticket with the tabs

The tabs at the top of the panel take you to each part of the ticket: **Details**, **Coordination**, **Timeline** and **Attachments**.

![The tabs at the top of a ticket. Timeline is lit because that's the part on screen.](https://facilio.com/help/work-coordination-guide/screens/zoom-ticket-tabs.webp)
*Fig. 3 — The tabs at the top of a ticket. **Timeline** is lit because that's the part on screen.*

- Click a tab to scroll straight to that part.
- Scroll the panel yourself, and the tab for the part you're reading lights up.

### Details

The ticket's title, Atom's one-line summary, and the ticket's fields: **Status**, **Assigned to**, **Urgency**, **Type**, **Category**, **Requester**, **Location**, **Created** and **Last updated**.

### Coordination

**Coordination** is where the job stands right now, as the Coordinator sees it.

![Coordination for the generator job: scheduled for 2:00 PM, chased once.](https://facilio.com/help/work-coordination-guide/screens/zoom-coordination-card.webp)
*Fig. 4 — **Coordination** for the generator job: scheduled for 2:00 PM, chased once.*

| Row | What it shows |
| --- | --- |
| **Stage** | Where the job is: **Open**, **Assigned**, **Scheduled**, **In progress**, **Completed**, **Closed** or **Cancelled** |
| **Assigned to** | The technician or vendor, or **Unassigned** |
| **Arrival** | When the vendor agreed to be on site, or **Not agreed yet** |
| **Due by** | When the job is due |
| **Last contact** | When Atom last heard from or reached the vendor, or **Not yet** |
| **Next chase** | When Atom will chase the vendor next (**due now** if it's time). **None armed** means no chase is planned, and **chased 1×** says how many times Atom has chased so far |
| **Invoice** | **Received**, with the amount, once the invoice is in. **Awaited** once the job is **Completed** and the invoice hasn't arrived yet |

The Coordinator keeps these rows up to date as the job moves. They're read-only.

The **Stage** shows as a coloured badge. The same colour marks the stage in the [Timeline](https://facilio.com/help/work-coordination-guide/tickets/#timeline), so you can spot where the job moved.

| Colour | Stage |
| --- | --- |
| Grey | **Open**, **Closed** |
| Violet | **Assigned** |
| Cyan | **Scheduled** |
| Blue | **In progress** |
| Green | **Completed** |
| Red | **Cancelled** |

### Timeline

**Timeline** is everything that has happened on the job, newest first, grouped by day.

![The morning so far: assigned at 9:01, sent to the vendor on WhatsApp, a chase call at 10:02, and the vendor's confirmation.](https://facilio.com/help/work-coordination-guide/screens/zoom-timeline.webp)
*Fig. 5 — The morning so far: assigned at 9:01, sent to the vendor on WhatsApp, a chase call at 10:02, and the vendor's confirmation.*

Each entry says what happened, when, and who did it, with the reason where there is one:

| Who | Meaning |
| --- | --- |
| **Coordinator** | Someone on your team |
| **Agent** | Atom, following your rules |
| **Vendor via WhatsApp**, **Vendor via email**, **Vendor via call** | The vendor, and the channel they answered on |
| **Automation** | An automatic step in the system |

The second line can also show what the vendor said, for example **Vendor via call · On site at 2.**

The day headings read **Today**, **Yesterday**, and then the date, for example **Mon, 12 Oct**.

### Timeline icons and colours

Each entry has an icon for what happened, and a colour for the kind of moment it was. You can find the important ones without reading every line.

| Colour | Kind of moment | Examples |
| --- | --- | --- |
| Grey | Housekeeping | Ticket created or edited, a note added, the job unassigned |
| Violet | Someone was put on the job | **Assigned to Daniel Brooks** |
| Cyan | Atom reached out | Job sent to the vendor, a chase call, a visit booked |
| Green | The vendor answered | The icon shows how: WhatsApp, email or a call |
| Red | Escalated | The job was escalated |

When the job moves to a new stage, the entry takes that stage's colour, the same as the **Stage** badge in [Coordination](https://facilio.com/help/work-coordination-guide/tickets/#coordination).

### Attachments

Files shared on the ticket, such as photos. When there are files, the heading and the **Attachments** tab show how many. Until then, it says **Nothing shared yet**.

## Follow a job from start to finish

### How to see what Atom has done on a job

1. Open **Tickets** and click the job.
2. Click the **Coordination** tab to see its stage, arrival time and next chase.

![The Coordination tab: the generator job is Scheduled, with the vendor due on site at 2:00 PM.](https://facilio.com/help/work-coordination-guide/screens/ticket-coordination.webp)
*Fig. 6 — The **Coordination** tab: the generator job is **Scheduled**, with the vendor due on site at 2:00 PM.*

3. Click the **Timeline** tab to read everything that happened, newest first.

![The timeline: Atom sent the job, called when there was no reply, and set the arrival time from the vendor's answer.](https://facilio.com/help/work-coordination-guide/screens/ticket-timeline.webp)
*Fig. 7 — The timeline: Atom sent the job, called when there was no reply, and set the arrival time from the vendor's answer.*

4. To read the conversation itself, open it in the [Inbox](https://facilio.com/help/work-coordination-guide/inbox/). The chase call to Daniel is under **Inbox › Calls**.

By the end of the day, the same timeline shows the whole job, from assignment to closing:

![The job closed: on site, completed, signed sheet and photos received, invoice received, then Moved to Closed by the agent.](https://facilio.com/help/work-coordination-guide/screens/ticket-timeline-closed.webp)
*Fig. 8 — The job closed: on site, completed, signed sheet and photos received, invoice received, then **Moved to Closed** by the agent.*

> What Atom does at each step, such as how long it waits before chasing or what proof it asks for, comes from your [Coordinator rules](https://facilio.com/help/work-coordination-guide/coordinator/).