# What tickets are

The record behind one repair job: the customer, the equipment, the work done on it, and what it comes to.

A ticket is one repair job written down. It names the customer who brought the equipment in, lists what is wrong with each piece, records the labour and the parts that put it right, and carries the money the job comes to. Everything else in Repairs either feeds a ticket or is produced by one.

**Video coming soon:** A tour of the ticket screen, from the list to a single repair

## Highlights

- **One ticket covers one visit**, however many pieces of equipment came in with it.
- **Each line is a separate repair**, with its own status, technician and price.
- **Ticket numbers are issued for you** in sequence, so nobody has to invent one.
- **A ticket is not a bill.** It becomes a quote or an invoice when you convert it.
- **Everything that happens to it is logged**, down to who changed which field.

## The list

Tickets opens on a list of every repair on your books, newest first. The columns answer the questions asked across a service counter: whose is it, what is it, what is wrong with it, who has it, and what will it cost.

![The Tickets list under a tab reading Tickets, headed Tickets with the subtitle Manage and track all repair tickets. An All filter sits above a table with columns Ticket #, Customer, Device, Device Issue, Status, Technician, Total Amount and Created. Row RPT-00044 is Llanelli Steel Processing with a Keystone Series 31 DN100 valve weeping from the gland seal, at Customer Reply, assigned to Sian Pritchard, 2228.64 pounds. Row RPT-00021 is Tyneside Dry Dock Services with three devices, three separate Repaired statuses and three lines assigned to Graham Whitfield, 4605.06 pounds. The foot reads showing 1 to 25 of 64 results.](https://www.sorviai.com/help/repairs/tickets/tickets-list.png)

*One row per ticket. A ticket with three repairs on it shows three statuses and three technicians stacked in its row.*

> **Note:**
>
> **A row can hold more than one status**
>
> Look at the second row above. That customer sent in three valves on one visit, so the ticket carries three lines, and each line has its own status and its own technician. The list shows them stacked rather than collapsing them into a single answer, because a ticket where two repairs are finished and one is waiting on a part is not "finished" and is not "waiting" either.

## What a ticket holds

Opening a ticket puts the repair in the middle, the rest of the list down the left, and its history down the right.

![Ticket RPT-00021 open in a three column layout. The left column lists other tickets with their equipment and totals. The middle column shows Associated Documents with Invoices and Quotes tabs, an invoice INV-00074 marked Paid for 12,318 pounds, then Customer Details for Tyneside Dry Dock Services Ltd with billing and shipping addresses in North Shields, then Ticket Details listing Ticket Number RPT-00021, Created On 20/07/2026, Location Sheffield Depot, Source Walk In and Est. Completion 22/07/2026, then a Services table. The right column is an Activity Panel with a comment box and a log reading status changed from In Progress to Repaired.](https://www.sorviai.com/help/repairs/tickets/ticket-detail.png)

*The ticket in the middle, the rest of the list on the left, and every change ever made to it on the right.*

- **Associated documents**: The quotes and invoices this ticket has produced, with what each one is worth and what is still owed on it.
- **Customer details**: Who the equipment belongs to, how to reach them, and where it is going back to.
- **Ticket details**: The number, the dates, the depot holding the equipment, and how the job came to you.
- **Services**: One row per repair: the equipment, the fault, who is doing it, and what the labour costs.
- **Parts**: What the repair consumes, priced separately from the labour.
- **Totals**: Labour and parts added up, less any discount, less anything already paid.
- **Activity panel**: Comments left by your team and an automatic log of every field that changed.

## Where a ticket sits in the work

A ticket is the first record in the chain and the one the rest hang off. Nothing is billed until a ticket says there is something to bill.

*What a ticket becomes, and what it needs from elsewhere*

| Direction | What passes |
| --- | --- |
| A ticket needs | A customer, and the parts and services you charge for |
| A ticket produces | A quote to be approved, an invoice to be paid, and a package to send the equipment back in |
| A ticket records | A work report per repair, the technician's account of what they found and did |
| A ticket never does | Take money. A payment is recorded against the invoice, not against the ticket |

> **Tip:**
>
> **The quickest way to a ticket is the search bar**
>
> Enter a ticket number, a customer name or a serial number in the header search and the ticket opens directly, rather than a list you then have to read.