As an IT service provider, you provide support to your customers, or Accounts. The services you provide vary and may include installation of new PCs, router setup, anti-virus updates, server administration, printer repair, phone support, fixing network configuration problems, and more. Each incident, problem, or job you handle for a given Account is managed in Commit using a Ticket record.
Use the Tickets window to view and manage all your Tickets.
Each Ticket record is linked to a selected Account, and has a unique Number, Description, Type, Assigned Employee and Status. A Ticket can also be linked to an Account Asset (such as hardware, or software licenses owned by the customer).
The Ticket Status field allows you to check whether a ticket has just been opened, whether it was scheduled with a technician, whether it is awaiting information from a customer, or whether it was resolved and closed.
While viewing Ticket information, you can see all data related to the ticket. This includes scheduled technician visits, open tasks that must be completed in order for the ticket to be closed, special service notes, information regarding the Account's service contract, linked documents, charges for labor, expenses and parts, etc.
The Ticket information is organized on separate tabs, with each tab displaying different information about the Ticket.
The Tickets window is often the window that is most used during day-to-day operations. It helps you keep track of all tasks and issues that need attention.
To each Ticket you can add as many Charge records as you need (for more information, see the chapter about Charges). Charge records help you log all your activity on a single ticket. You can add Labor Charges for work you've performed, Parts Charges to track parts used to solve the problem and Expense Charges to charge for travel time, special deliveries etc.
You can bill you customers for charges collected in Commit by easily generating a QuickBooks invoice from Commit based on all the billable charges.
Here's a screen shot of the Tickets main window:
