Help · Tickets

Tickets

A ticket is a single place to capture a problem or need from the field. From it, Gearflow's AI spawns the actual requests — equipment, mobilization, or maintenance — needed to solve it.

#Why tickets exist

Field people don't think in terms of "I need to file three forms." They think the loader is down and I need it back today. Tickets let them say that, in their own words, and let Gearflow translate it into the right requests on the back end.

You'll find tickets under the Tickets tab in the left navigation.

The Tickets list view, showing four open tickets with category tags and statuses. — Tickets list. Each row shows the title, status, category tags, the job it relates to, and the people on the ticket. The phone icon means the ticket came in through Call with Gearflow.

#What's on a ticket

Open a ticket from the list and a detail panel slides in from the right.

Ticket detail panel showing title, tags, timeline, and action buttons. — Ticket detail. Top to bottom: status, AI-summarized title, the unit and job the ticket touches, a timeline of changes, and two actions — **Ticket info** and **Create requests**.

The two key buttons:

Ticket info — shows the AI's structured read of the ticket: who, what, where, what's needed.
Create requests — opens a stack of pre-filled requests the AI thinks will solve the problem.

#The three request types

A ticket spawns one or more of these:

Equipment

Rent or buy something — a replacement excavator, parts, an attachment.

Mobilization

Move a piece of equipment between yards, jobs, or sites.

Maintenance

Maintenance / Service

Repair or service a machine. The badge says Maintenance; this capability is also called Service.

A single ticket can produce any combination. A "loader down" ticket commonly produces both an equipment request (rent a replacement so the job can keep moving) and a maintenance request (repair the broken one).

#Lifecycle

Open → In Progress → Done · Canceled

A ticket starts Open. Once anyone takes action — usually by creating a request from it — it moves to In Progress. When the work resolves successfully it moves to Done; if it was a duplicate, a false alarm, or otherwise dropped, it moves to Canceled. Both are terminal.

The Tickets list shows a fourth tab called History — this is a filter that bundles Done and Canceled together, not a status of its own. A ticket in History is either Done or Canceled, and the badge on the row tells you which. See Working a ticket for how a coordinator actually moves a ticket through these states.

#Creating a ticket

Hit the + in the top header and pick Create ticket.

Plus-button menu with Create ticket, Create equipment request, Create mobilization request, and Create maintenance request. — The "+" menu. Use **Create ticket** to start from a problem description; use the others if you already know exactly what request you need.

The Create ticket panel gives you tips and a few examples of how to phrase things.

Create ticket panel showing tips, examples, and a 'Type your ticket' input. — The empty Create ticket panel. You can type, or hit **Record instead** to dictate.

Type the situation in plain language — the way you'd describe it to a coworker.

Create ticket panel with a description typed: 'I've got a breakdown on my CAT 982M at Stillwater.' — One sentence is enough. Mention the equipment, the job, and anyone who should be looped in.

Click Next. The AI analyzes the transcript and pulls out the structured details.

Create ticket panel with a spinner and 'Analyzing transcript...' message. — The AI takes a few seconds to read the description.

Create ticket panel with the description set as title, suggested tags (Job, Energy, Unit), and fields for images and team members. — The result: title set from the description, category tags suggested (here: Job, Energy, Unit), and slots for photos and people to notify. Review, add anything missing, then **Submit**.

#Turning a ticket into requests

This is where the AI does the most work for you.

#Step 1: Check the AI's read

From the ticket detail panel, click Ticket info. You'll see what the AI extracted as facts — what's broken, where, what's needed, and what should happen next.

Ticket info popover listing facts: job, issue, machine status, rental needed, maintenance opened. — Ticket info — the AI's structured read of the ticket. Verify these before generating requests; if anything's wrong, edit the ticket or add a comment to correct the record.

#Step 2: Generate the requests

Click Create requests. The panel opens with one or more pre-filled requests stacked vertically.

Create requests panel showing a pre-filled Equipment request: Rent replacement excavator ASAP at Quantum I, with job, location, requester, equipment type, quantity, and duration filled in. — The first suggested request: an equipment request to rent a replacement excavator. Job, location, requester, equipment type, and duration are pre-filled from the ticket and from what Gearflow already knows about the job.

Scroll down the panel to see the other suggested requests.

Lower in the create requests panel: notes for the equipment request, then the start of a Maintenance request titled 'Repair excavator hydraulic pump (machine down)' with priority Urgent. — Below the equipment request, a maintenance request — repair the broken pump. Priority, machine-down state, and key details all carry over from the ticket.

Bottom of the create requests panel showing the full Maintenance request and Dismiss / Create request buttons. — Each suggested request has its own **Dismiss** and **Create request** buttons. You can review and edit any field, drop the ones you don't want, and submit only the ones you do.

The panel proposes Mobilizations on the same footing. When a ticket reads as moving a machine the company already owns — "haul the crane from the yard out to Ratts Phase 1 by Friday" — the AI fills a Mobilization card instead of a rental: the unit, the origin and destination, the needed-by date, and a contact at each end, all resolved from the ticket and the fleet.

A Mobilization request card in the Create requests panel: 'Mobilize CRN-300 crane to Ratts Phase 1 Site (lowboy)', with Origin (Central Equipment Yard), origin contact, Destination (Ratts Phase 1 Site), destination contact, a needed-by date, the CRN-300 unit, and a details summary, above a Create request button. — A move-implying ticket yields a Mobilization card. Origin, destination, the unit, and the needed-by date are pre-filled from the ticket; the card flags any required contact and won't submit until it's set. **Create request** creates the move and links it back to the ticket — see Mobilizations for the rest of that flow.

#Step 3: Track everything from the ticket

Created requests link back to the ticket. The ticket's timeline shows everything that happened — request created, status changes, comments — in one place. The ticket moves to Done when the spawned work resolves; a coordinator can also mark it Canceled directly from the status dropdown if the original problem turned out to be a duplicate or a false alarm. See Working a ticket for the rest of the response side — discussion thread, participants, linking to existing work.

#Tips

Be specific about the equipment. Including a make, model, or unit ID lets the AI link to the right machine in your fleet.
Mention the job. The AI can usually infer the job, but stating it directly removes ambiguity when you have multiple sites with similar names.
Don't overload one ticket. If you've got two unrelated problems, file two tickets — the AI will create cleaner request stacks.
Use Call with Gearflow for hands-free capture. A phone call routed to Gearflow becomes a ticket automatically. Look for the phone icon next to such tickets in the list.