Tickets

Tickets are how Boxture keeps track of work that needs a person: a task someone asked for, or a problem that the system ran into and cannot solve on its own. Every ticket has a subject, a description, a state, comments and one or more tasks. A ticket is finished when all its tasks are completed and someone resolves it.

You find tickets in the sidebar under Tickets:

Menu item	Shows
Tickets	All open tickets you can see, of both kinds
Work orders	Tickets created by users for manual work (kind manual)
Problems	Tickets created automatically by Boxture (kind automated)
Groups	Teams that tickets and contacts can be assigned to
Contacts	The people that request, submit and handle tickets
Organizations	Companies that contacts belong to

Two kinds of tickets

Work orders (manual tickets)

A work order is created by a user to describe and register work: relabelling a batch of products, an inventory count, preparing a special shipment, building displays. Work orders can record time spent, units completed and a price per unit, so they can also be used as the basis for invoicing extra work. Their tasks can be linked to orders, shipments, containers or bin locations, but do not have to be. See Work orders.

Problems (automated tickets)

A problem is created by Boxture itself when something blocks the normal flow, for example:

• a picker reports that there is no stock in a bin location, or that the stock has expired;
• an order imported from a webshop or ERP has invalid details;
• a user puts an order or container on hold;
• received goods are put on hold because they are damaged;
• a shipment contains hazardous goods (an item with a UN number).

The problem ticket comes with tasks that carry out the solution for you, such as Release manual hold, Reallocate order or Cancel order. See Problems.

Ticket states

State	Meaning
Open	New, or being worked on
Pending	Waiting for something, for example an answer from the requester
Hold	Parked because of an external factor
Solved	All tasks are completed and the ticket was resolved
Closed	Final; the ticket is archived

The buttons at the top of a ticket show the state changes that are possible right now:

Button	From	To
Pending	Open, Hold	Pending
Hold	Open, Pending	Hold
Resolve	Open, Pending	Solved. Only possible when all tasks are completed
Reopen	Pending, Hold, Solved	Open
Close	Solved	Closed

Open ⇄ Pending ⇄ Hold
Open / Pending → Solved → Closed
Solved → Open (reopen)

The Resolve button is missing?

Resolve only appears when every task on the ticket is completed. Complete or process the remaining tasks first. A solved ticket cannot be changed; reopen it if you need to edit its tasks.

The tickets list

All three lists (Tickets, Work orders, Problems) show the same columns: Number, State, Priority, Subject, Group, Assignee, Requester, Organization, Created at and Updated at, newest first.

• By default solved and closed tickets are hidden. Filter on State to see them.
• Filter on Group to see the tickets of one team, on Assignee or Requester by (part of) a name or e-mail address, or use the search.
• The Number is the first part of the ticket's ID in capitals, for example 3F9A1C27. Click the copy icon to copy it.

The dashboard shows counters for Open, Pending, Solved and Hold tickets; see Dashboard.

Tickets on orders, shipments and containers

Tickets are also shown where they matter: an order, shipment or container that is the subject of a task has a Tickets tab in the section at the bottom of its page. This is the quickest way to find out why an order or container is on hold and what needs to be done.

Which tickets you can see

Tickets are linked to people through contacts: each ticket has a requester (who asked for it), a submitter (who entered it) and optionally an assignee (who handles it). Every Boxture user automatically gets a contact the first time one is needed. You see a ticket when:

• you are its requester, submitter or assignee;
• its requester, submitter or assignee is a contact of the current account or one of its sub-accounts;
• it belongs to an organization owned by the current account or one of its sub-accounts;
• it is assigned to your group, or a contact in your group is involved;
• a contact of your organization is involved and that organization shares its tickets.

In practice this means that warehouse staff and administrators working in the parent account see all tickets of all clients, while users of a client account see the tickets of their own account. See Groups, contacts and organizations.

Comments

Below every saved ticket is a Comments section. Type a comment in the editor (formatting, lists and links are supported) and click comment to add it. Comments show the author, their avatar and how long ago they were written, newest first. The first comment of a ticket is its description and is shown at the top of the ticket instead.

Notifications and integrations

Tickets and their tasks have events (created, state changes) that can be used by Messaging templates, for example to e-mail a team when a new problem is created, and by integration flows in Vorto. Nothing is sent unless such templates or flows have been set up.

In this section

• Work orders: creating manual tickets, tasks, time and units registration.
• Problems: every situation in which Boxture creates a problem, and how each is solved.
• Groups, contacts and organizations: who sees which tickets and how to organise teams.