Escalate a ticket to a service work order

When a customer's problem needs a visit or a repair, escalate the ticket. Desk creates a work order in Services & Maintenance with the ticket's title, description and customer, and links the two.

Before you start

• Services & Maintenance must be bought and switched on. See pick your apps.
• You need Manage Customer Support and Manage Services & Maintenance.
• The ticket must be Open or Waiting.

Steps

1. Open Customer Support and select the ticket.
2. Under Actions, open Create service order.
3. Optional: type the Site / address where the work is needed.
4. Select Create service order.
5. The ticket now shows Open linked record · Services & Maintenance. Select it to open the work order.

Good to know

• Once per ticket. A ticket can be escalated only once. A second try is refused.
• The work order uses the same customer as the ticket, and it links back to the ticket.
• The ticket stays open: resolve it when the work is done and the customer is happy. See work a ticket.
• From the work order on, the job follows Services & Maintenance: estimate, approval, technician, completion and invoice.
• Without Manage Services & Maintenance, or with Services & Maintenance switched off, the escalation is refused.
• If the ticket shows Pending after an escalation, it started but did not finish: fix the cause and select Retry. It finishes without creating a second work order.