Tickets · Facilio Work Coordination Guide

04.1Where 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. When a ticket is assigned, the 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. — Fig. 04.1The ticket list, grouped by day. **Assignee** on the right shows who has each job.

04.2Read 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

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.

04.3Inside 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. — Fig. 04.2The 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. — Fig. 04.3The 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.

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, 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.

Fig. 04.5The 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.

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.

04.4Follow 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. — Fig. 04.6The **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.

Fig. 04.7The 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. 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. — Fig. 04.8The job closed: on site, completed, signed sheet and photos received, invoice received, then **Moved to Closed** by the agent.