After a project is handed over, every complaint becomes a tracked service ticket with an SLA clock, photo evidence and an honest reason for closure. This guide covers the ticket lifecycle, the service tasks and appointments that hang off it, and the admin settings that shape all three.
What a service ticket is
A service ticket is the life of one customer complaint after handover. It links to the customer, the project and, where known, the affected installed asset, so the whole history of an account stays in one place instead of on WhatsApp and spreadsheets. The same rules run in the browser and in the mobile app: the office works on the web, site teams work on the phone, and both obey one rulebook.
- Tickets are numbered
TKT-YYYY-NNNNper financial year, allocated collision-safe. - A ticket carries service tasks (the steps of the job) and appointments (the site visits).
- An SLA clock and a recorded close reason make the After Care dashboard reflect reality.
Note
What tickets do, and what is still on the roadmap
The ticket lifecycle
A ticket opens as Raised and unassigned. A manager assigns an engineer, the engineer runs a site visit with photos, and then a manager, not the engineer, reviews that evidence and decides the job is done. The engineer never declares their own work finished, which is what stops a closed ticket from meaning only that the engineer said so.
Raise the ticket
On the web, go to After Care and create a new ticket. On mobile, use the add button and choose Raise Ticket. It opens as Raised.Assign an engineer
A manager opens the ticket and assigns a service engineer. This works on both web and mobile: a manager on the phone sees the whole non-closed queue, including raised tickets flagged Needs Assigning.Run the visit
The engineer schedules an appointment, taps Start Visit on arrival (the ticket moves to In Progress by itself), and on finishing records an outcome, a work note and, for a completed repair, at least one required photo.Verify and mark Fixed
The manager opens the ticket, checks the Visit Evidence photos, and marks it Fixed with a note. Completing a visit does not by itself make the ticket Fixed.Close with a reason
The manager closes the ticket and picks a close reason, so a real fix is never counted the same as a duplicate or a customer who went quiet.
Tip
Mark Fixed and Close are a permission, not a job title
Service tasks and appointments
A ticket usually needs more than one step. Service tasks break it into real work, inspect, repair, replace, follow up, each moved through its own statuses. They are ticket-specific and stay out of your Projects task list. Completing or cancelling a task keeps its history rather than deleting it.
Appointments are the site visits. One ticket can need several: no access first, then parts, then the fix. What a visit must record follows what actually happened, so an access-blocked visit needs only a clear reason and is never forced into labour or warranty fields, while a completed repair needs a note, time on site and photos. Photos are filed against the ticket and surface in the project's Documents tab.
| Item | Statuses | What it requires |
|---|---|---|
| Service task | Open, In Progress, Blocked, Completed, Cancelled | Optional owner and due date; history kept on complete or cancel |
| Appointment (visit) | Scheduled, Confirmed, Rescheduled, In Progress, Completed, Cancelled, No Access | Outcome and work note; photos required on a completed repair |
Setting it up in Control Panel
The workflow is the firm's, not Panzo's. Nothing here is hardcoded, and an admin owns all of it from Control Panel.
| Setting | What you control |
|---|---|
| Stage flow | From each status, which statuses a ticket may move to, and what must be filled in to get there. An empty flow locks a status rather than opening it, so a Closed ticket is simply a status with no exits. |
| SLA targets | The response and resolution clock per category, so the dashboard can flag tickets at risk. |
| Close reasons | The picklist a manager chooses from when closing, so reporting separates fixes from duplicates and withdrawals. |
| Categories and rates | Ticket categories and the service charge rate card that a chargeable visit reads from. |
Key takeaways
- A ticket runs Raised, Assigned, In Progress, Fixed, Closed, and the manager, not the engineer, marks it Fixed after reviewing visit photos.
- Service tasks are the steps of the job; appointments are the site visits, with photos required on a completed repair.
- Stage flow, SLA targets, close reasons and categories are all admin-configurable in Control Panel.
- Work orders and a dispatch console are not part of the product yet; tasks and appointments attach to the ticket directly.