Services & Operations
Triage tickets, staff events, use IoT Operations Workspace, and log walkthroughs.
Triage tickets, staff events, use IoT Operations Workspace, and log walkthroughs. The Service Dashboard is where the field actually runs — tickets, events, technicians, venue hardware. The CRM reads from it, about a second behind, so leadership and sales always see live operational truth without ever pinging the ops team. Your rule of thumb: do the work in the Service Dashboard, let the CRM catch up on its own.
Scenario 1: The Flickering Display
SERVICESSection 110, display 3 is flickering. Two hours to tip-off. The client just called it in.
Log the ticket in Service Dashboard.
Fields to set:
- venue = venue name
- priority = HIGH for game-day issues
- description = Display 3 section 110 flickering
- category = HARDWARE
Why each field matters: priority is not decoration — it drives the response and resolution deadlines on the ticket, so a high-priority game-day issue gets a tighter clock than a Tuesday cosmetic fix. Category routes the ticket: when an auto-assignment rule matches the category and venue, the ticket lands on the right technician without a dispatcher touching it. If no rule matches, it goes to the Unassigned queue — which someone must be watching on game day.
Write the description for the technician who has not seen the display: what is wrong, where exactly, since when, and what the client already tried. "Board broken" costs a phone call; "Display 3, section 110, flickering intermittently since doors, power-cycled once by venue staff" does not.
What happens automatically: the ticket appears on the CRM Company record in about a second through Real-time CRM Sync. Every later change — status, assignment, resolution — syncs the same way. Sales sees the full service history before the next renewal conversation, and nobody ever forwards a ticket screenshot to leadership.
Check the open load on a venue
Common mistake: working the issue and logging the ticket afterward. If it is not in the system, there is no deadline clock, no assignment, and no record on the account when someone asks in June what happened in February. Log first, fix second.
Scenario 2: IoT Operations Workspace
SERVICESYou need the IP address for the main rack and the walkthrough log from last month.
Open Service Dashboard -> Venues -> venue -> IoT Operations Workspace.
What is there:
- Displays grid — installed displays, physical locations, model details, status
- Rack/device notes with IP addresses
- Walkthrough logs — inspection visits, results, follow-up status
- Maintenance schedule rows — affected equipment, assigned techs, resolution notes
- Forms and operational documents
Which surface for which job: the Operations Workspace is for table-first operational records — what hardware exists, where it is, what state it is in, what the field team observed. Tickets are for support cases with a deadline, a client, and a resolution. Venue settings are for the venue record itself. If you are logging a walkthrough, that is the workspace. If the walkthrough found a dead display that needs fixing this week, that finding becomes a ticket too — the walkthrough row is the observation, the ticket is the action.
CRM link: this data can surface on the Company record, but editing happens in the Service Dashboard. Never try to fix an operational record from the CRM side — the dashboard is the source of truth and the CRM is the mirror.
What good looks like: every venue visit leaves a walkthrough row the same day, with follow-up status set. Six months of consistent walkthrough logs is what turns "I think that rack has been flaky" into a documented pattern the client will pay to fix.
Scenario 3: Event Staffing Workflow
SERVICESTonight's game needs a technician. You need to assign and track the workflow.
Open Service Dashboard -> Events -> event -> Assign Technician.
The workflow:
- Check-in: tech arrives on-site.
- Game-ready: equipment checked, boards operational, content loaded.
- Post-game report: event ended, issues logged, equipment status recorded.
The platform runs the follow-up for you. Assigned techs get an automatic reminder hours before the event; if the tech has not checked in as the event approaches, the reminders escalate to managers, and a missing check-in at start time raises a critical alert. You do not need to babysit the board — you need to react when an escalation actually fires.
The post-game report matters more than it looks. It stays editable for roughly a day after submission, then locks and becomes the canonical record of the event. If a display failed during the third quarter and the report does not say so, that failure never happened as far as the account history is concerned.
Scout status check:
Find tonight's gaps
Check workflow status before tip-off
Common mistake: assigning the tech and considering the job done. Assignment is step zero — the workflow statuses are what tell you the venue is actually covered, ready, and reported on.
Cross-Tool Handoff
How field work becomes account history
- 1
Ticket or event created in the Service Dashboard.
- 2
It appears on the CRM Company record in about a second.
- 3
Sales and leadership read live status without asking the ops team.
- 4
Work is resolved in the Service Dashboard — never edited from the CRM side.
- 5
The resolved history compounds into the account story used at renewal time.
Prove It Under Pressure
Decision drill: Game day minus six hours
Pick the move you would actually make. Score at the end.
Saturday morning. A venue contact texts: the ribbon board on the east side is flickering, and doors open at 6 PM.
Where does this problem get recorded?
Keep Going
- Venue Services: Service Tickets — ticket handling in depth.
- Venue Services: Your Day-to-Day — the daily operating rhythm.
- Venue Services: The Account View — how your work reads from the CRM side.
- Service Dashboard: Workflows — the check-in flow and reminder tiers in detail.
- Service Dashboard: IoT Operations Workspace — full workspace reference.
Prove it to yourself
- Create a test-safe ticket with venue, priority, category, and a description a stranger could act on.
- Open the venue's CRM Company record and watch the ticket appear.
- Find the rack notes and last walkthrough row for one venue in the Operations Workspace.
- Assign a technician to an event and walk the three workflow statuses.
- Run the events-needing-technicians prompt and read tonight's coverage.
Key takeaways
- Log first, fix second — an unlogged issue has no clock, no owner, and no account history.
- Priority drives deadlines and category drives auto-assignment; set both deliberately.
- Operations Workspace is for observations and hardware records; tickets are for actions with deadlines.
- Everything syncs to the CRM in about a second — but editing always happens in the Service Dashboard.
- The post-game report locks after about a day and becomes the permanent record — write it like it will be read at renewal time.
Check yourself
A walkthrough finds a dead display that must be fixed before Saturday. Where does that work get tracked?