Notes & Tickets
Requires.
- Notes & Tickets with View to see the list.
- Notes & Tickets with Create to add new notes or tickets.
- Notes & Tickets with Modify to edit or close existing ones.
The Notes & Tickets tab is the running log for everything that doesn't live in a dedicated form field — phone calls, emails, internal reminders, support issues, and follow-up action items. Every entry is timestamped and credited to whoever wrote it, giving your team a permanent, chronological record of context that travels with the customer.
Notes, tickets — what's the difference?
In SecurityTrax, notes and tickets are the same kind of record — they both live in the customer's communication/activity log. The difference is whether the record needs someone to follow up:
- A note is a free-form comment tied to the customer. It's recorded for history and context. It has no assignee and no deadline.
- A ticket is a note that's been flagged as a ticket, assigned to a user, and optionally given a due date and priority. It's a task someone needs to close.
Because they share the same underlying record, switching a note into a ticket (or vice versa) is a matter of checking a box and picking an assignee — no retype, no migration.
Getting here
- Click Notes & Tickets in the customer's header tab bar. The tab shows a count of open tickets if any exist.
- Or navigate directly to
https://portal.securitytrax.com/{your-company}/customers/{id}/customer-notes.
The list
Tip. If your company has the AI service enabled and the customer has at least one note, an AI-generated summary appears at the top of the page to help you quickly understand the customer's history.
Notes and tickets stack chronologically, newest first. Each one renders as a card showing:
- ID badge and subject line (the subject is a clickable link to open the note for editing).
- Badges on the right:
- Open Ticket (green) or Closed Ticket (red) — only if the record is a ticket.
- Priority badge (red / orange / green for high / medium / low) — only if the record has a priority.
- Note type — the category your company uses (drawn from the Customer Note Types catalog).
- Note body — the full text, line breaks preserved, in a left-bordered block.
- A grid below the body with:
- Created: timestamp and author.
- Assigned to: the user it's assigned to (only shown if one is assigned).
- Due Date: the date set for next action (only shown if one exists). In red if it's today or earlier (overdue).
If there are no notes yet, you see an empty-state message.
Filtering and sorting
Click the filter icon (funnel) next to the heading to open the filter flyout. Available options:
| Filter | Description |
|---|---|
| Sort By | ID (default, newest first), Subject, Created Date, Due Date, or Priority. |
| Ticket Status | All (default), Notes Only, Open Tickets, or Closed Tickets. |
| Type | Filter to a specific note type. |
| Search | Keyword search across subject and note body. |
Click Submit to apply your filters. Filters persist in the URL, so you can bookmark or share a filtered view. Click Clear to remove all filter criteria but keep your current sort order and per-page setting.
Creating a new note
Click + New Note (top-right) or use the + New Note quick-action button from the header flyout.
Form fields
| Field | Required? | Type | Validation | Notes |
|---|---|---|---|---|
| Subject | Yes | Text | 1–255 characters | Short summary. |
| Note | No | Rich text | Min 1 character if entered; max 2040 characters | The body. Supports line breaks and basic formatting. Some companies use note templates (see below) to pre-fill common messages. |
| Type | Yes | Select | From the Customer Note Types catalog | Helps group and report on notes by category. New note forms show only active types; existing records keep their saved type selected even if the catalog entry was later inactivated. |
| Is ticket | No | Checkbox | — | Check to turn this note into a ticket (reveals the ticket-specific fields below). |
| Priority | Conditional (required if ticket) | Select | Low / Medium / High | Used for sorting and visual triage. |
| Assigned to | Conditional (required if ticket) | Select | Any active user who can be assigned tickets on this customer's location | The user responsible for closing the ticket. |
| Due Date | No | Date + Time | — | When someone is next expected to act. Overdue dates render in red on the list and feed the Due Tickets section on Home. |
| ADT work order type | No | Select | One of the ADT work-order categories | Only relevant for ADT-integrated customers. |
| ADT work order number | No | Text | — | If this ticket corresponds to a specific ADT work order, enter its number. |
Click Save to commit. The new note appears at the top of the list.
Creating a ticket directly
Two ways:
- + New Ticket quick-action in the header flyout — opens the same form as + New Note but with the "Is ticket" checkbox pre-checked.
- + New Note → check the Is ticket checkbox yourself.
Either way, you must pick a priority and assigned user before you can save.
Note templates
If your admin has configured ticket note templates, the create form shows a Template dropdown at the top. Picking a template pre-fills the subject and body, and can auto-populate the assigned user to a dynamic value (e.g. Sales Rep resolves to whoever the customer's sales rep is — not a specific named user).
Templates save time on recurring scenarios: "Credit Grade C — Contact", "Missed Appointment Follow-Up", "High-Priority Service Issue", etc.
Tip. If you find yourself typing the same thing repeatedly, ask your admin to create a template. Consistency in note subjects and bodies makes reporting more useful.
Editing or closing a ticket
Click the subject line (or card) of any note to open the edit form.
- Edit any field and click Save.
- To close a ticket, change the Is ticket indicator's state to closed (the exact UI varies — some configurations use a button, others a status dropdown), then save. Closed tickets disappear from My Open Tickets and the Open Tickets counts on the header tab.
Notes cannot be deleted. They serve as an immutable audit trail. If a note was created in error, add a follow-up note explaining the correction.
How tickets relate to other pages
Tickets created here can show up in several other places:
- Company-wide Tickets queue — everyone's open tickets in one filterable list. Managers live there.
- My Open Tickets — tickets assigned to you, in one place.
- Home Dashboard — due tickets roll up to the Due Tickets section on Home.
Related
- Home — the customer landing page.
- Appointments — scheduled follow-ups often reference a note or ticket.
- Work Orders — formal technician dispatches that go beyond a simple ticket.
- At Risk — at-risk entries typically generate or reference related tickets.
- My Open Tickets — your personal queue for tickets assigned to you.
- Tickets (company-wide) — every open ticket across every customer.