Service Tickets
Create, assign, track, and escalate service tickets — all tied back to the venue's account.
After this lesson you'll be able to raise a ticket, assign it, track it to done, and escalate when needed — with everything tied to the right venue.
A ticket is not paperwork. It is the one place where an issue, its owner, its urgency, and its resolution live together — visible to the field, to leadership, and to the client-facing side of the business at the same time. A venue with clean tickets is a venue anyone can cover. A venue with issues living in text threads is a venue only one person can cover, and that person is always you.
The ribbon board call
Situation
A venue contact calls: a section of the ribbon board is dark, and there is a game in three days. Two other people at the venue have already emailed about it.
Goal
One ticket on the right venue, an owner assigned, priority set to match the game date, and the duplicate reports folded in.
Proof
Anyone who opens the venue — in the Service Dashboard or on the CRM Company page — sees one issue, one owner, one status. Nobody works it twice.
Ticket lifecycle
- 1
Create the ticket on the right venue Company.
- 2
Assign an owner and add enough detail to act.
- 3
Move status as work progresses.
- 4
Close it with the resolution on the record.
How tickets work here
Service tickets are tied back to their account — so when you open a venue, you see what's been raised, what's open, and what's handled. You're not hunting across systems to figure out the state of a venue.
Every ticket carries the same core anatomy: a title and description, a priority (low, medium, high, critical), a status that moves from new through in progress to closed, a category (hardware, software, content, operational), the venue it belongs to, and an assigned owner. Priority is not decoration — it drives the response and resolution deadlines the team is measured against, so set it to match reality: a dark board with a game in three days is not "low."
Tickets also arrive on their own. A client emailing the support address, calling the support line and leaving a voicemail, or submitting from their portal page all become tickets automatically — they land in the same list and behave the same way as one you create by hand. Your job on those is triage: confirm the venue is right, set the priority, and get an owner on it.
Create a ticket
- Make a new ticket.
- Link it to the venue's account — that's what keeps everything for the venue together.
- Add the issue and enough detail that someone else could act on it: what is affected, what the client reported, and any deadline pressure (an event date changes everything).
Create a ticket by asking
Assign it
Set the owner on the ticket so it's clear who's handling it. Nothing sits unowned, and anyone looking at the venue can see who's on it. Some tickets get auto-assigned by rule when they arrive; anything the rules don't catch lands in the unassigned queue — that queue should be empty by the end of every triage pass.
Track its status
Each ticket has a status as it moves from open to resolved. Move it as the work actually progresses — status is how the rest of the business reads the venue without calling you. Because of Real-time CRM Sync, every status change you make shows up on the CRM Company page in about a second.
Check a venue’s open work
See overdue or aging work
Filter your venue view to what's open and sort by age — the open items stay visible instead of slipping. An old open ticket is one of two things: work that stalled, or work that finished without the record being closed. Both need the same fix — open it and make the record match reality.
Find what’s slipping
Escalate
Raise it on the ticket and assign or note it to the right person, so the escalation is on the record — not just a hallway conversation. Everyone looking at the venue sees it's been escalated, and if the issue resurfaces in a client conversation, the timeline is already written.
Close it properly
Closing is where most ticket hygiene dies. A closed ticket with no resolution note is a hole in the venue's history — six months later, when the same display fails again, "what did we do last time?" has no answer. Before you close: state what the fix was, in one or two lines. That sentence is the cheapest documentation you will ever write.
Common mistakes
Ticket not showing on the Company page?
The sync matches by venue. If a ticket's venue doesn't line up with the CRM venue record, its tickets can stop appearing on the Company page. Don't work around it — flag it, and an admin fixes the match on the CRM venue record once. After that, everything flows.
What good looks like
Before you move on, your tickets should pass this bar:
Ticket quality bar
- Every ticket is linked to the right venue — no orphans.
- Every open ticket has an owner. The unassigned queue is empty after triage.
- Priority matches reality, especially when an event date is in play.
- Status reflects where the work actually is, not where it was last week.
- Closed tickets carry a one-line resolution someone can use next time.
Now you try →
Open a venue, create a test ticket linked to it, assign it to yourself, then filter your view to "open."
Related lessons
- The Account View — where these tickets appear in the venue's full story.
- Venue Activity — logging what happened on site, beyond the ticket itself.
- Your Day-to-Day — the daily pass that keeps the queue honest.
Key takeaways
- One issue, one ticket, one owner — merge duplicates instead of working them twice.
- Priority drives deadlines; set it to match reality, especially near event dates.
- Tickets arrive on their own too (email, voicemail, portal) — triage them into the same standard.
- A closed ticket without a resolution note is a hole in the venue's history.
- Every ticket change appears on the CRM Company page in about a second — status is how the business reads the venue.
Check yourself
A client calls about a dark display, then emails about the same issue an hour later, and a second ticket gets created. What is the right move?