← All product docs

Help · Tickets

Tickets

A ticket is one place to capture a problem or need from the field. Gearflow's AI reads it and drafts the requests that solve it, such as equipment, mobilization, maintenance or parts requests.

#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

The Tickets list shows every ticket you may see, newest first, with tabs, filters and a search box above the rows. As of November 2026, the list opens on Assigned to: You, so you see your own tickets first. Click the X on that chip to see every ticket.

#Tabs

The four tabs are All, Open, In progress and History. Open and In progress show a count. History holds Done and Canceled tickets together. On a phone, a Status chip replaces the tabs.

#Filters

Each filter is a chip in the row above the list:

• Status: narrows the statuses inside the active tab. It shows on All and History only, and only on a desktop screen.
• Request: tickets with a linked request of a type (Equipment, Mobilization, Maintenance, Parts), or None for tickets with no request.
• Assigned to: tickets owned by the people you pick. See Owner and escalation.
• Unassigned: tickets that have no owner.
• Needs approval: open tickets with drafts that wait for someone who may create them. Only people who may approve those drafts see this chip.
• Urgent: tickets marked urgent, by hand or by an escalation.
• Business unit, Job and Unit: where the ticket is and what machine it is about.
• Shop: where the work happens. Only accounts that have shops see this chip.
• Channel: how the ticket came in: In app, Email, SMS, Voice, Phone, Slack or E360.
• On the ticket: tickets that the people you pick are on.
• Customer: which customer the ticket is for. Only accounts that serve customers, such as dealers, see this chip.

Use Choose filters at the end of the row to hide chips or put them in a different order. While any filter is on, a Reset all filters link shows. The Only my sites switch limits the list to the work at your own jobs and shops. Search tickets finds the tickets that contain the words you type.

#What a row shows

Each row reads from left to right:

• The intent chip, which says what the person needs: Move, Repair, Rental, Call-off or Admin. It shows after the AI reads the ticket.
• The unit, then the AI-written title.
• The status. If you may change status, the status is a picker on the row.
• Machine down, when a linked request says the machine is down.
• The channel icon. A monitor icon means the ticket came in through the app.
• Urgent and Needs approval badges, when they apply.
• A second line with the customer or business unit, the job and the shop.
• Up to three badges for linked requests, then the request count ("record only" means no request) and the date it was created.

For the channels themselves, see Ticket intake.

#Act on many tickets at once

Tick the box on each row, or the box above the rows to select every ticket that matches the filters. A bar then shows how many tickets you selected, with these actions:

• Change status: sets one status on all selected tickets.
• Print selected: opens the pick sheets of all selected tickets, one per page. See Print a pick sheet.
• Move to another account: shows only when you select exactly one ticket that you may move. See Move a ticket to another account.

The checkboxes and the bar show on a desktop screen, to people who may change ticket status. A Ticketer does not see them.

#What's on a ticket

Click a row and the ticket opens as a canvas. The canvas is the same screen that a new ticket starts on, so a ticket reads the same before and after its requests exist.

The top bar holds the status picker, an Urgent badge when the ticket is urgent, the channel icon for a ticket that did not come in through the app, the ticket id, a copy-link button and the More options (⋯) menu. Below the bar are the title and chips for the business unit, unit, job and priority. Then the canvas shows five sections:

1. Summary: the AI's short read of the ticket. It appears after the AI reads the first note.
2. Requests: the draft cards and the requests made from this ticket. See Turning a ticket into requests.
3. Discussion: the team's messages, the people on the ticket and the Call with Gearflow button.
4. Timeline: every change, in order.
5. Details: the customer, units, job, location, business unit, Owner and shop.

The composer sits at the bottom. On a saved ticket it says "Message the team, @mention someone, or drop in a document". It sends to the Discussion, and the AI reads what you add. For the Discussion, Timeline, linking, approvals, calls and the customer thread, see Working a ticket.

The ⋯ menu holds these actions:

• Call with Gearflow
• Text the customer, when the ticket has a customer and you may message people outside the account
• Escalate and Mark urgent or Clear urgent
• Print pick sheet
• Move to another account, when you may move the ticket

#Request types a ticket can produce

A ticket can produce one or more requests of these types. Some types show only on accounts that have them turned on.

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). A ticket can also need no request. The list shows such a ticket as "record only".

#Lifecycle

A ticket starts Open. Once anyone takes action — usually by creating a request from it — it moves to In Progress. When it has at least one linked request and every linked request reaches its finish point, it moves to Done by itself (on screen, Done reads Complete). If it was a duplicate, a false alarm, or otherwise dropped, a person moves it to Canceled; Gearflow never cancels a ticket by itself. 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. The new ticket opens on the same canvas as every other ticket, with one composer at the bottom.

To file the ticket:

1. In the composer, say or type the situation in plain words, the way you tell it to a coworker. The prompt reads "Describe what you need — speak or type. We'll fill in the details."
2. To talk instead of type, click the record button. The live transcript shows while you speak.
3. Answer the AI's questions. A Questions button shows how many are open. Click it to answer them one at a time, or click Skip to leave one open.
4. Check the title, the chips under it and the draft request cards. Change anything that is wrong.

You do not submit the ticket. The ticket saves itself when the AI reads your first note, and the title says "New ticket" until the AI writes one. A line then says "Ticket saved." and tells you how many draft requests are not sent yet.

Tickets also come in by phone, text, email and other channels. See Ticket intake.

---

#Turning a ticket into requests

The AI drafts the requests on the ticket's canvas, while you talk or type. Each draft is a card in the Requests section, and each card sends only when you submit it.

#Step 1: Check the draft cards

Each card shows its type and the fields the AI filled from the ticket and from what Gearflow already knows: the unit, the job, the location, the people and more. A card can also carry:

• Machine down: Yes or No, on maintenance cards and on parts cards that name a unit.
• Roadside, on maintenance cards.
• Accident, on parts cards.
• Start from a vendor quote, on parts cards: upload a quote or parts sheet to fill the lines.
• A Fleetio or Clue work order, on parts cards, when the account connects to that system.
• The shop, when the account requires one or the ticket has one.
• A drafted job, when the ticket names a job that Gearflow does not know yet. Open it to review it before it is created.

The chips under the ticket title change the business unit, unit, job and priority for all cards at once. To add a card yourself, use the add buttons in the Requests section, such as + Parts or + Equipment. To drop a card, click its X.

#Step 2: Submit each card

Each card has its own Submit button. The button stays off until the card has every required field. When you click it, Gearflow creates that one request and links it to the ticket.

Some people may file a ticket but may not create a request of that type. Their cards show Needs approval, and the Requests section shows a count such as "1 needs approval". The cards stay on the ticket until someone who may create them submits them. That person finds these tickets with the Needs approval filter. See Working a ticket for the approval side.

#Step 3: Track everything from the ticket

Created requests link back to the ticket and show in its Requests section and as badges on the list row. The Timeline shows each change in one place. A mobilization card works the same way; see Mobilizations for the rest of that flow. The ticket moves to Done by itself when every linked request finishes. While a request is open, a person cannot set Done by hand. A coordinator can mark it Canceled from the status dropdown if the original problem turned out to be a duplicate or a false alarm; the cancel dialog takes an optional reason, and the update email to the ticket's recipients quotes it.

---

#Owner and escalation

Every ticket can have one owner: the person who works it. The owner shows under Owner in the ticket's Details, and the list's Assigned to filter reads it.

• The first person to act on an unowned ticket becomes its owner. The person the ticket is for does not take it by acting on it.
• You can set the owner by hand. In Details, pick a person under Owner, or pick Clear owner. The Timeline records the change, and Gearflow adds the new owner to the ticket.
• Gearflow AI can pick the owner of a new ticket. Only accounts with AI routing turned on get this; ask Gearflow to turn it on. A person's pick always wins.

#Escalate a ticket

Escalate hands a ticket to a teammate and marks it urgent in one step. Use it for a hot lead or a problem that needs a senior person.

1. Open the ⋯ menu and click Escalate.
2. Under Who should take it?, pick a teammate. You cannot pick yourself.
3. Under Why is it urgent?, write the reason. The reason is required.
4. Click Escalate.

The teammate becomes the owner and gets a notification with your reason. The ticket shows the red Urgent badge.

#Mark a ticket urgent

To flag a ticket without a new owner, open the ⋯ menu and click Mark urgent. To remove the flag, click Clear urgent. The Urgent filter on the list finds every urgent ticket.

Only people who may create requests see Escalate and Mark urgent.

---

#Move a ticket to another account

Move a ticket when it was filed in the wrong account. Some requesters belong to more than one account, so a ticket can land in the wrong one.

1. Open the ⋯ menu and click Move to another account. From the list, select one ticket and click Move to another account in the bar.
2. Pick the destination under The requester's other accounts. The list shows only accounts that the requester belongs to.
3. Under Why is it moving?, write the reason.
4. Click Move request.

Gearflow files the ticket in the account you picked and voids the original. Nothing is deleted, and the requester is told where it went. The original shows a Read-only badge and a "Moved to" notice with a link. The new ticket shows a "Moved from" notice. Finished requests do not move with the ticket; the dialog says so before you confirm.

Only an account admin or a Gearflow admin sees this action, and only when the requester belongs to another account.

The requester can also fix it from a text. When a ticket comes in by SMS and the sender has another account, the confirmation text says: Reply "move" to file it in a different account.

---

#Print a pick sheet

A pick sheet is a printable list of a ticket's parts, for the person who pulls the parts from the shelf. Print pick sheet is in every ticket's ⋯ menu, for everyone who can open the ticket.

The sheet opens in a new tab with no app screens around it. It shows the account logo, the unit, job, requester and filed date, then each parts request with its lines: line number, part number, description, quantity, unit, a Picked box and space for notes. A line that is already received says Received. Click Print, or save the sheet as a PDF from the print dialog. A ticket with no parts request prints "This ticket has no parts requests."

To print many sheets at once, select the tickets on the list and click Print selected. Each ticket prints on its own page.

---

#Tips

• Be specific about the equipment. A make, model or unit ID lets the AI link the ticket to the right machine in your fleet.
• Mention the job. The AI can usually infer the job. Say it directly when you have several sites with similar names.
• Don't overload one ticket. If you have two unrelated problems, file two tickets. The AI then drafts cleaner request cards.
• Answer the questions. The Questions panel asks for what the AI could not read from your note, so an answer is often the last step before Submit.
• Escalate instead of a side message. Escalate puts the new owner, the reason and the urgent flag on the ticket, where the team can see them.
• Call the intake number for hands-free capture. The Gearflow agent files the ticket while you talk, and the list shows a phone icon on it. See Ticket intake.