Copy Tickets and Create Sub-Tickets

Overview

You can copy tickets and create sub-tickets to streamline your workflow when handling similar service requests or breaking down large jobs into smaller tasks.

Two Powerful Features

Copy Ticket

Copy Ticket allows you to duplicate key information from an existing ticket and create a new, unrelated ticket in the same account or a different account.

What Gets Copied:

• Customer information
• Service type and category
• Key ticket fields (highlighted in the system)

What Doesn't Get Copied:

• Service items

When to Use:

• Creating similar service requests for different customers
• Duplicating ticket templates for recurring service types
• Setting up tickets in related accounts with similar needs

Create Sub-Ticket

Create Sub-Ticket allows you to copy key information from a "Master" ticket and create related sub-tickets that are attached to the Master within the same account.

What Gets Copied:

• Key ticket information from the Master ticket

What Doesn't Get Copied:

• Service items (by default)

Special Feature: You have the option to MOVE service items from the Master to a sub-ticket if they haven't been invoiced yet.

How to Copy a Ticket

1. Click the Tickets Icon
2. Select the ticket you want to copy from the list
3. Choose Copy Ticket
4. Select the new account (can be the same account or different)
5. Save the new ticket

How to Create a Sub-Ticket

Sub-tickets can be created from two locations:

1. From the Ticket List - Select a Master ticket and choose "Create Sub-Ticket"
2. From Within a Ticket - Open the Master ticket and use the sub-ticket creation option

Sub-Ticket Workflow for Large Jobs

Breaking Down Accepted Quotes

Sub-tickets are particularly useful for breaking large accepted quotes or tickets into individual manageable pieces.

Example Workflow:

1. Master Ticket: Large installation quote accepted for $10,000
2. Create Sub-Tickets:Break into smaller tasks:
   • Sub-Ticket 1: Day 1 - Equipment installation (Tech A)
   • Sub-Ticket 2: Day 2 - Wiring and programming (Tech B)
   • Sub-Ticket 3: Day 3 - Testing and customer training (Tech A)
3. Move Service Items: Distribute uninvoiced service items from Master to appropriate sub-tickets
4. Schedule Individually: Assign each sub-ticket to different technicians on different days
5. Invoice Separately: Invoice each sub-ticket as work is completed

Sub-Ticket Invoicing

• Individual sub-tickets can be invoiced separately as work is completed
• Sub-ticket invoicing is summarized on the Master ticket for easy tracking
• This provides both detailed task tracking and high-level project overview

Identifying Sub-Tickets

Sub-tickets are identified in the Reference field on both:

• The ticket itself
• The ticket list view

This makes it easy to see the relationship between Master and sub-tickets at a glance.

Key Benefits

Copy Ticket Benefits

• Time Savings - Avoid re-entering similar information
• Consistency - Maintain standardized ticket information across accounts
• Flexibility - Create tickets in any account from existing templates

Sub-Ticket Benefits

• Project Management - Break large jobs into manageable tasks
• Better Scheduling - Assign different parts of a job to different technicians
• Flexible Invoicing - Bill customers as work progresses rather than waiting for completion
• Clear Tracking - Maintain relationship between related tickets
• Resource Allocation - Distribute service items across multiple sub-tickets

Important Notes

• Service items are NOT automatically copied when copying tickets or creating sub-tickets
• Service items can be moved (not copied) from Master to sub-tickets if not yet invoiced
• Sub-tickets must be in the same account as the Master ticket
• Copied tickets can be in the same or different accounts

Need Help?

Still have questions? Contact Cornerstone Holding Co. 847-405-9517 or email us customer.success@alarmbills.com