Documentation

Tickets

Requires. Tickets Page with View on at least one location. Without it, this page returns a 403 and the Tickets icon is hidden in the top navigation.

The Tickets page is the company-wide ticket queue — every ticket across every customer, sortable, filterable, and bulk-editable. Tickets are a special kind of customer note: notes flagged as needing action, with an assignee and usually a due date. See Notes & Tickets for the notes-vs-tickets distinction on a single customer.

This page is structurally very similar to Work Orders (they share the same underlying table, differentiated by the is_work_order flag). Most of the filter and bulk-action shape is identical — if you've used Work Orders, this will feel familiar.

Getting here

  • Click the Tickets icon in the top navigation bar.
  • Or navigate directly to https://portal.securitytrax.com/{your-company}/tickets.

Filters

Click the filter icon to open the filter flyout. Most of the shape mirrors Work Orders; the differences are noted below.

Section 1: Status, sort, and pagination (sticky at top)

Field Type Notes
Status Dropdown All, Open, Closed. Default: Open.
Sort by Dropdown ID, Task Type, Assigned To, Due Date, Subject, Customer, Sale Date, Install Date, Created, Created By — each ascending/descending. Default: ID descending.
Per page Dropdown 10, 25, 50. Default: 50.

Section 2: Date ranges

Same as Work Orders — Due Date, Created Date, Sale Date, Install Date, each with From/To.

Section 3: Multi-select pickers

Field Source Notes
Assigned to Users who can be assigned tickets on locations with ticket view
Office locations Locations you have ticket object permission for Narrower than the customer-install permission used by Work Orders.
Task types Active note types Same catalog as Work Orders.
Managers Org-hierarchy users (from the user hierarchy tree) Unique to Tickets. Picks managers; the filter expands to every user under those managers in the org chart, then filters tickets to assignees in that set.
Note is tagged Customer-note tags (if any exist)
Customer is tagged Customer tags (if any exist)
Sources Source values shown on customer records; configured by admins under Sources
Source Campaigns Source Campaign values associated with the selected sources; configured from each source's Source Campaigns page

Section 4: Text & tri-state inputs

Field Type Notes
Ticket number Number Exact match on the ticket ID.
Customer is canceled Tri-state -- / True / False.
Customer is installed Tri-state -- / True / False.
Appointment assigned Tri-state Unique to Tickets. Any / Yes / No — filter by whether the ticket has any linked appointments.
Details keywords Text Full-text search on the ticket body.
Subject keywords Text Faster search on subject only.

Columns

Column What it shows
Ticket ID The ID. Click to open on the customer's Notes & Tickets tab.
Task Type Note type.
Assigned To User responsible.
Due Date When the next action is expected. Overdue rendering highlights it.
Subject Ticket subject line.
Customer Customer name, clickable to Home.
Sale date Customer's sale date.
Install date Customer's install date.
Created When the ticket was created.
Created by The user who created it.
Appointments Count of appointments linked to the ticket.
Tags Customer-note tags (only shown if you have Tags with View for customer notes).

Every column is sortable.

Bulk actions

Same mechanic as Work Orders:

  • Toggle Ticket Status — flip between Open and Closed.
  • Bulk Edit — set any of Status, Assigned To, Task Type, Due Date across every selected row.

Manager hierarchy filter

Unique to this page. When you set the Managers filter, SecurityTrax:

  1. Takes the list of selected manager user IDs.
  2. Walks the org hierarchy tree (ID 1, the default) to find every user reporting under each selected manager — direct reports, their reports, and so on.
  3. Uses that expanded set as the assignee filter for the ticket query.

So selecting one regional manager effectively filters to "every ticket assigned to anyone in that manager's org." Useful for managers covering their team without having to manually select each rep.

Step-by-step: find a specific ticket you know was logged last week

  1. Click the Tickets icon.
  2. Open the filter flyout.
  3. Status: switch to All (the ticket might already be closed).
  4. Created date — From: a week ago. To: today.
  5. Subject keywords or Details keywords: a distinctive word from the ticket.
  6. Click Submit.
  7. The matching ticket(s) appear at the top.

Step-by-step: reassigning stalled tickets away from a departing user

  1. Assigned to: the departing user.
  2. Status: Open.
  3. Submit.
  4. Use the header checkbox to select all rows.
  5. Click Bulk Edit.
  6. Set Assigned to = the replacement user.
  7. Optionally set Due Date to push everything forward a few days for the new owner.
  8. Click Apply.

Non-obvious behaviors

  • Tickets and work orders share a table. Closed tickets don't count against open-work-order metrics, and vice versa — they live in the same underlying note table but are distinguished by is_work_order.
  • Manager filter reach depends on the org tree. If your company's org hierarchy isn't built out, the manager filter won't find anyone. Ask your admin about Organizational Hierarchy.
  • Appointment-assigned filter is tri-state. No means tickets that have zero linked appointments; Yes means one or more; Any is the default.

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