Headcontractor - Tickets Onboarding | Visibuild Help Center

The Visibuild Tickets Module facilitates streamlined and effective management of the Post Completion stage, by allowing purchasers to directly raise defects and warranty claims, which can then be administered in your company tickets portal.

This article is a basic step-by-step guide/overview for setting up your company’s tickets portal; each step contains links to dedicated articles with further in-depth and supplementary information.

STEP 1: Import Historical Defects and Warranty Claims

To import historical defects and warranty claims, complete the attached Tickets import template and send it to your designated Visibuild coordinator for upload.
Tickets Import Template.xlsx

The following fields are required or optional as outlined below:

Title (required)
Description (required)
Status (optional) - one of: Open, Closed, Declined
Priority (required) - one of: Low, Medium, High, Urgent
Project (required) - exact project name
Location (optional) - location path (e.g Apartment 101)
Address (optional)
Contact name (required) - submitter's name
Contact email (required) - submitter's email
Contact phone (required) - submitter's phone
Estimated cost (optional)
Actual cost (optional)
Created at (optional) - use if the ticket needs to be backdated (defaults to the upload date if left blank)
Completed at (optional) - use if the ticket is Closed or Declined and requires a completion date (defaults to the upload date if left blank)

STEP 2: Activate Tickets for your Projects

Company admins have the ability to activate tickets for multiple projects from the company setup page:

Project admins can turn on tickets for their project within their individual project setup tab.

STEP 3: Configure Tickets Locations

In your projects, you should select and import specific locations from your location tree into the ticket portal. Ensuring customers who want to create a ticket only see relevant areas, such as rooms or apartments.

STEP 4: Customise Email Notifications

Configure the email settings within your project so that the correct people are notified about ticket creation, and customer responses within the issues comment section.

You can configure notifications at both the company level and the project level through Company setup and Project setup.

STEP 5: Distribute Ticket Links

Project admins have the ability to distribute a link or a QR code which provides access to the tickets portal for your individual projects.

Contractors can also download a link or QR code for their whole company, which will present customers multiple projects to choose from when they enter into the portal.

In the interests of streamlining the handover process, Visibuild also offers an inclusion document, that can be included in the Building Manual, providing instructions for the end user on how to use the portal. You can find the inclusion document here

NEXT STEPS:

Now that tickets have been setup for your project, use the following articles to learn how to view and manage your tickets once they have been created: