If you're a tech who works out in the field, you'll find you can resolve tickets (and even track your time) quickly and easily using Syncro Mobile. You no longer have to wait until you're back in the office or have to remember to update your records!

This document describes how you can use Syncro Mobile specifically to communicate about and resolve your customers' open tickets.

Locate a Ticket

To work with tickets in Syncro Mobile, tap the “Open Tickets” menu item on your home screen, or the Tickets icon in the bottom navigation bar.

Or if an appointment has an associated ticket, tap Ticket from the Appointments screen:

Then tap to select from the list of Tickets displayed. The Ticket “Details” screen displays.

You can also quickly locate a ticket of interest in Syncro Mobile using filters or searches.

Notes:

• Tickets shown in the list are pre-filtered to those you're assigned (i.e., Only Mine).
• For each Ticket you'll see the Ticket number, Customer Name, Assigned Tech/User. The Status and Priority chips display next, followed by the Ticket Subject.

Tips:

• Click the magnifying icon to search for a ticket.
• Click the triple-line icon to select and filter tickets using a Ticket View.
• Click the + icon to create a New Ticket.

Use the Ticket Details Screen

When you open a ticket in Syncro Mobile, the Details screen (underlined) displays by default:

If an appointment is associated with the ticket, its date/time appears above the Ticket Description. If the description is long, tap to see more.

In the Assets section, tap to see the Asset details.

Tip: Tap the (+) to search for assets you want to add to this ticket:

See also: Work with Assets, Use Ticket Timers and View & Add Ticket Notes.

You can also tap and change the following attributes of the ticket:

• Customer: Displays the customer's contact information.
• Status: Displays a list of choices (e.g., modify to "In Progress").
• Priority: Displays a list of choices (e.g., modify to “Urgent”).
• Ticket Due Date: Display a calendar (or a text field) to change the date.
• Issue Type: Displays a list of choices (e.g., modify to “Regular Maintenance”).
• Custom Fields: If Custom Ticket Types/Fields are available, allows you to select and provide information for them.
• Tech: Displays a list of users (e.g., to reassign the ticket to someone else).
• Attachments: Allows you to upload photos from your camera (or take a photo), attaching them to the ticket.
• Timer Entries: Displays existing timer entries and allows you to start a new timer. 
• Ticket Charges: Displays the current list of charges related to the ticket. 
• Appointments: Allows you to view or edit the current appointment associated with the ticket, and allows you to create a new appointment.

View & Add Ticket Notes

Note: Ticket “Notes” in Syncro Mobile are also referred to as "Ticket Comments" and “Ticket Communications” in Syncro. Syncro Mobile offers the most important functionality of Syncro, which is fully described in The Communications section.

When you open a ticket in Syncro Mobile, the Details screen displays by default. Tap “Notes” to switch:

Ticket notes show in chronological order, newest first. (Notes include any Ticket Automations that have been run.) In addition to the “Private” label, Private notes display in pale yellow; Public notes display in white. If the note is long, Tap it to see more text.

Tap the (+) in the bottom right to add a ticket Note.

Select whether the Note should be Public or Private, then enter your Update and any Minutes Spent. 

If you check the Charge Time Now box, a new charge will be added to the ticket and captured as an un-editable Ticket Timer entry. 

If your note is Public, you may optionally check the Send Email box.

Tap Save.

Note: Ticket Notes can't be edited after you save them.

Use Ticket Timers

There are two ways you can work with Ticket Timers in Syncro Mobile: 

1. Use a live timer that you start and stop to track your time as you work the ticket, 
2. Manually record your work time. 

Track Work Time Using Ticket Timers

Whether you're viewing Ticket Notes or Ticket Details, Syncro Mobile gives you the ability to Start and Stop a Ticket Timer right at the top of your screen:

When you tap Start Timer, Syncro Mobile begins to count the seconds, and gives you a Stop Timer option:

When you tap Stop Timer, a message lets you know your timer entry was saved:

Manually Create, Edit, or Delete Ticket Timers 

You can use Syncro Mobile to manually create new Ticket Timer entries or edit existing ones.

The number of existing Timer Entries displays as part of the menu on a ticket's Details screen. 

Tap “N Ticket Entries” to show the individual items (and quickly see which have already been charged).

If you tap the (+) in the upper right, the Add Timer Entry screen displays and you can create a new Timer Entry.

If you tap an individual timer instead, the Edit Timer Entry screen displays.

Here you can change your Note, click the Trash (Delete) icon in the upper right, or check the Charge box to add this charge to the ticket.

Note: You can't edit Timer Entries that have previously been charged.

Tap Save Changes when you're finished.

Manually Create or Delete Ticket Charges

Syncro Mobile also lets you manually add new Ticket Charges (or delete existing ones). You cannot edit Ticket Charges at this time. 

The number of existing Ticket Charges displays as part of the menu on a ticket's Details screen. 

Tap “N Ticket Charges” to show the individual items.

Tap Add Ticket Charge. Syncro Mobile displays a searchable list of items from your inventory (including any Warranties and Discounts). 

Tap the item you want. The New Charge screen displays.

Provide a Description and if necessary, adjust the Quantity. Then tap Add New Charge. Syncro Mobile displays the new charge on the Ticket Charges list and the count on the ticket Details screen menu item updates.

Tip: Use the Trash (Delete) icon to remove any undesired Ticket Charges.