🚀 How to Manage Tickets
📍 Navigate to the Tickets Page : To access tickets, head to: Company → Tickets
This is your central hub for all incoming and active post-completion requests across your projects.
➕ Creating a Ticket (Directly from Visibuild)
Sometimes, tickets may be created directly in Visibuild, bypassing the external portal. This can be done manually via the Tickets page within the platform.
🎯 Ticket Statuses
Each ticket will move through the following statuses:
Pending – Awaiting triage or assignment
Open – Actively being worked on
Declined – Not accepted or deemed invalid
Closed – Resolved and completed
You can update the status at any time as the request progresses.
🎯 Ticket Priorities
There are different priorities available to be allocated to tickets, which can be edited within the Ticket, or directly from the Ticket Table.
Low
Medium
High
Urgent
👥 Triaging a Ticket
When a ticket is created through the Tickets Portal it will automatically be set to the "Open" Status.
If the defect is created through the Tickets Portal, it will be set to "Pending" in the Tickets Table and needs to be triaged. The different triage options are as follows:
Open - Accept the ticket, and open it. The Ticket creator will be notified via email that the Ticket has been created.
When you click "Open Ticket" you will be given the option to provide a comment to the Creator at acceptance which will be included with the Ticket Open email.
If the Ticket is opened you will also be given the option to create a "Linked Visi" - this is your opportunity to create a linked Defect in the Project.
Decline - You can decline the Ticket.
If this option is chosen you will be given the option to provide a comment to the Ticket Creator as to why the ticket has been declined.
The Ticket Creator will then be notified via email that their Ticket has been declined, with the comment (if applicable)
Close - The Ticket can be immediately closed.
If this option is selected the Ticket Creator will be notified via email that the Ticket has been closed.
Ticket Notifications & Messaging
Within the a ticket, you have the ability to message internally completely within the app, or send a public reply via. email to the ticket creator, also from within the app
Ticket Notification to Ticket Creator after Reply from Contractor (In Portal/In Email)
When sending a public reply to the ticket creator through the portal, the ticket creator receives an email with your message as shown below;
Once the ticket creator responds to this email, their response comes straight into the ticket's activity feed. This ensures that all communication can occur through the tickets chat and stores all conversation history in one place.
Made an error in your public reply? Just hit "Undo"
All public replies can be undone via the "Undo" button 30 seconds after the reply is sent. This ensures that no sensitive or incorrect information is sent out to the ticket creator.
Learn more about configuring who receives email replies from customers here
Below are some examples of instances when ticket creators are notified of changes to their tickets via email.
Ticket Notification to Ticket Creator at Creation
Ticket Notification to Ticket Creator after Ticket Status set to "Open"
