A field super shouldn't have to log into anything to tell you the dozer is down. Gearflow takes tickets into the same Ticket inbox from a phone call, a text, an email, a Slack post, the app and its public form links, and the HCSS E360 work order button, and a free Ticketer seat lets everyone in the field file one.
The supers and foremen who notice problems in the field aren't sitting at a laptop. They're in a truck, on a crane, on a haul road. Asking them to log in, find the right form, and fill it in is the fastest way to lose the data — they'll text the office instead, someone there will type it into a spreadsheet, and the structured record never exists.
Gearflow's answer: meet the field where it already is. A super can call and talk to the Gearflow agent, send a text, forward an email, post in a Slack channel, scan a QR code to a form, or — if they're at a screen — open the app and talk or type. Each one becomes a structured Ticket, with the AI translating loose field language into the structured requests needed to solve it.
Every ticket records the channel it came in on. As of November 2026 there are seven, and the Channel filter on the Tickets list offers all seven. Each ticket row shows the channel's small gray icon beside the title, the app included. Hover the icon to see the channel's name.
| Phone | Call an intake number. The Gearflow agent answers, talks the problem through with the caller, and files the ticket before the call ends. Phone icon. |
|---|---|
| SMS | Text an intake number: the shared Gearflow number, or a number your account bought. Texts within 15 minutes of the ticket opening join it; "new" starts a fresh ticket. Photos attach automatically. Message-bubble icon. |
Forward or send to a per-user name.account@issues.gearflow.com address. The body becomes the ticket details; PDFs and images attach. Forwarded mail attributes back to the original sender when possible. Envelope icon. | |
| Slack | Post in a Slack channel that your account connected. The Gearflow bot answers in the thread and files the ticket. Hash (#) icon. |
| In app | The default. Talk or type the situation in plain language on the ticket canvas; AI handles the rest. A public form link opens the same canvas for a person with no login. Screen icon. |
| E360 | The Gearflow button on an HCSS E360 work order. A press from a person who may not create a parts request files a ticket for approval instead. Wrench icon. |
| Voice | Older tickets that were recorded in the app. As of November 2026 nothing files new Voice tickets: a ticket you dictate in the app counts as In app. Microphone icon. |
Two channels — phone (calls and texts) and email — route by who you are. Each user has a phone number and an email address that take messages directly into Gearflow on their behalf. Find both on the Profile screen.
If your profile has no phone number, the phone card says "This number won't recognize you yet." and offers Add your phone number. The shared number matches a caller or texter by their phone number only.
The matching logic on the shared number is strict. Inbound texts and calls look up the user by phone number. An unrecognized number does not make a ticket: a text gets the reply "We couldn't match your number to a Gearflow account. Contact your admin to add your phone number.", and a call hears "This number isn't registered with Gearflow. Ask your administrator to add it to your profile. Goodbye." and ends. Inbound email looks up the per-user address; if it matches but the original sender doesn't, the ticket goes to the email's owner with the forwarder noted.
An account can have its own intake addresses: phone numbers, email addresses, form links and Slack channels. Each address routes to the whole account or to one business unit. The shared Gearflow number keeps working beside them. So the answer to "can a dealer have its own number?" is yes.
| Tickets emailed to this address land in the account. | |
| Form link | Anyone with the link can send the account a ticket. The link opens as a blank ticket, or as one or more request types. |
| Phone number | Calls and texts to this number land in the account. You buy the number in the dialog: pick a country, search an area code, and pick a number. The countries are the United States and Canada, and the United Kingdom when Gearflow offers it. A UK number is a mobile number, so it has no area-code search. |
| Slack | A post in the channel becomes a ticket. The bot answers in the post's thread and nowhere else. Enter the bot token, the app-level token and the channel. Test connection asks Slack, without saving, who the bot is and whether it is in the channel. |
Editing. The pencil on a row changes the label and the route. On a form link, it also changes the request types the link opens as. To change the address itself, create a new address and remove the old one.
QR codes. The QR button on a row prints a code. A phone number has three: a contact card, a call, or a text. An email address and a form link have one each. A Slack channel has none.
Email forwards. A Gmail or Microsoft forward rule sends a confirmation mail to its new target. When that target is an intake email address, Gearflow makes no ticket from the mail. The account administrator sees the confirmation code, or a Confirm the forward button, at the top of the page. Give the code to the person who set up the forward, then click Done.
Deleting. Deleting a phone number releases it for good.
Replies. Gearflow sends the confirmation text from the number the person called or texted. A caller on the account's own number gets the reply from that same number, so the thread stays on the number they chose. A Canadian or UK number texts only phones in its own country; to another country, the reply comes from the shared number. A US number whose row shows Cannot send texts takes calls, but carriers block its texts: click Register for texting on the row.
A super calls an intake number and talks to the Gearflow agent, a live AI voice. The agent greets them as Gearflow and says how the call works: "Tell me what you need, and when we're done I'll write it up and text you a link." Then:
A complete request the caller may create becomes a real request when the call ends. Anything else stays on the ticket as a draft that waits for approval; see Approve a Ticketer's drafts. If the caller cannot give a detail, the agent says it waits on the ticket for someone at their company. A call where nobody asks for anything files no ticket, so a wrong number does not make an empty one. A call ends after 15 minutes.
The agent records no audio. Voicemail is only a fallback, for a phone line where the live agent is not set up: the caller hears a greeting, leaves a message after the tone, and Gearflow transcribes it into a ticket the same way.
Same intake numbers; the user texts instead of calling. Useful for short asks, situations where a call isn't practical (windy job site, equipment running), and follow-up photos.
Five behaviors worth knowing:
The first reply confirms with a magic-link URL and explains the threading window so the user knows what to expect. It comes from the number the user texted, an account's own number included. Reply codes and the MOVE and NEW replies are on Texting and calling Gearflow.
Each user has an inbound address of the form your-name.account-namespace@issues.gearflow.com. Forwarding or sending to it creates a ticket. The subject becomes the title; the body becomes the details; PDFs and images attach.
The forwarded-email path is what makes this useful in the field. A foreman emails their super about a problem; the super forwards it into Gearflow; the system tries to attribute the ticket back to the original foreman — not the super who hit Forward. If the original sender's email matches a user in the account, the ticket lands assigned to them, with the forwarder noted as a participant. If not, it falls back to the forwarder.
Senders get a confirmation email with the ticket URL, threaded back to the original message, so any reply on that thread becomes a comment on the same ticket.
A post in a connected Slack channel files a ticket, the same way a phone call does. This is for teams whose supers already live in Slack.
Later replies in the same thread go to the ticket's discussion. The poster is matched by their Slack email to a user in the account. A poster with no seat, or whose email the bot cannot read, files as a contact.
Who sets it up. An account administrator connects the channel under Settings → Intake addresses, with the Slack app's Bot token, its App-level token and the channel. Test connection checks that the bot can reach the channel before you save. The channel can route to the whole account or to one business unit. Only accounts where Gearflow turned on intake addresses see this page; ask Gearflow to turn it on.
A form link lets a person with no Gearflow login file a ticket from a browser. A visitor opens the link, or scans its QR code, and gets the same ticket canvas the app uses, with the account's logo in the header.
Who sees it. Account administrators make form links under Settings → Intake addresses, on accounts where Gearflow turned on intake addresses. Each link routes to the whole account or to one business unit. Opens as picks what the link opens: leave all unticked for a blank ticket, or tick one or more of Equipment, Maintenance and Mobilization (and Parts, on accounts with Parts). On a dealer account only, New people join as decides whether a new person becomes one of Your customers or a user on Your team.
The channel most people expect: open the app, hit the + in the header, and pick Create ticket. The ticket opens on one canvas with one composer at the bottom. Talk or type the situation in plain language; the AI fills in the title, the chips and the draft requests, and asks what is missing. The ticket saves itself, so there is no submit step. The full walkthrough is in Creating a ticket; this article won't repeat it.
A dictated ticket and a typed ticket are the same In app ticket. The record button in the composer swaps typing for a live transcript.
The Ticketer seat is for people who only ever file work. A Ticketer can file tickets through every channel on this page. No paid seat. No charge.
Paid seats are for the people running procurement — buyers, office managers, the office side that touches RFQs, POs, vendor selection, and reporting. Everyone else who only ever files work — superintendents, foremen, mechanics in the field — gets in for free. Unlimited Ticketers per account.
The tiers. The Role picker in Settings → Users lists job titles and four tiers: Ticketer, Requester, Fulfiller and Admin. Each job title stands on one tier. Equipment Operator and Laborer are Ticketer titles. Some Ticketer titles add one right: a Check-In Foreman can also submit check-ins and call-offs, and a Maintenance Requester can also create maintenance requests.
What a Ticketer cannot do. A plain Ticketer cannot create an equipment, mobilization, maintenance, parts or materials request. The AI still drafts the request cards on their ticket. Each draft wears a Needs approval badge and waits for an approver to submit it; see Approve a Ticketer's drafts.
Adding a Ticketer. Anyone signed in can add one, from any people picker that offers Add new user… (for example, a ticket's people or a maintenance request's POC). The Add new user dialog takes a name and an email, a phone number, or both. The new person joins as a Ticketer and can sign in with a link or code sent to that email or phone — no password. An admin can also add anyone with any role from Add user in Settings → Users.