Service Tickets

A service ticket is the work order for a job. The tech records what was done, captures the customer’s signature, and FieldLabel produces a branded PDF you can email or print for the customer — no separate app, no paper.

Turning service tickets on

Service tickets are off by default. An admin enables them at Settings → Service Tickets with the Enable service tickets switch. Until they’re on, jobs stay plain jobs — the work-order card doesn’t appear.

Once they’re on, every new job still starts as a plain job — there’s no checkbox on the new-job form. When a job needs a signed record, add a work order from the job’s own page: the Service Ticket card offers Create work order, where you pick a ticket type and fill in that type’s fields. A job can go without a work order forever (a quote, a placeholder, a record that doesn’t need sign-off), or get one the moment it’s ready.

Turning the feature back off means jobs can no longer get a work order added (so they also skip your default line items). Any work order that’s already underway or completed keeps working: an open or in-progress ticket stays editable so you can finish it, and completed and voided tickets stay fully readable and downloadable.

Ticket types

Every work order has a ticket type — Service call and Installation are typical examples. An admin manages types at Settings → Service Tickets:

Add a type with a name. Every org starts with a default type, Service call.
Rename, reorder, or archive a type. Archiving keeps every ticket that already used it intact — you just can’t pick it for a new work order.
Restore an archived type to make it selectable again.

Each type carries its own custom fields — small pieces of intake data specific to that kind of visit, like Customer PO or Reason for call. For each field an admin sets:

A name.
A type: Text or Number (fixed once the field is created).
Whether it’s required — a required field must be filled in before the work order can be created, and can’t be blanked out afterward.

Fields can be renamed, reordered, made required or optional, and archived or restored the same way types can. Archiving a field keeps any values already recorded on existing tickets — they show up read-only; only new tickets stop being able to set them.

An organization can have up to 20 active ticket types, and each type up to 20 active fields — archive one to make room for another.

Members can see ticket types and their fields; only admins can add, edit, or archive them.

When you create a work order, you choose the type (auto-selected if your org only has one) and fill in its fields — required ones are marked and block submission until they’re complete. The type name and its field values show on the Service Ticket card, and print on the signed PDF alongside the rest of the ticket.

The lifecycle

Not every job needs a work order — a job without one is just a plain record. A job with a work order moves through a set of stages your org controls.

Three stages carry fixed behavior and always exist — you can rename their labels, but not their meaning:

Open (default label) — the stage every new work order starts in. You can edit it freely.
Completed (default label) — the tech has signed off. The work performed, parts, labor, signature, and consent wording are frozen into the ticket, and a PDF is generated.
Voided (default label) — a completed ticket that was later found to be wrong. The original signed PDF is preserved as the record of what the customer actually signed; the ticket is just marked void.

Between Open and Completed, an org can add its own stages — an admin does this at Settings → Service Tickets → Job statuses, covered below. Out of the box every org also gets an In progress stage (a tech is actively working it — click the status pill on the ticket card, or use Move to in the board card’s menu), but it’s an ordinary custom stage like any other: rename it, recolor it, reorder it, or delete it if it doesn’t fit how your team works.

Writing up the ticket

Open the job and use the Service Ticket card.
Set the assigned techs (see below), the service date, and the work performed.
Add line items for parts and labor — each tagged with a category. There are no prices — invoicing stays wherever you already handle it.

Your write-up autosaves as you go, so an accidental reload or a dropped connection won’t lose it.

Labor rows record who did the work. Adding a labor row fills in whoever is writing up the ticket by default — pick someone else from the dropdown if the work was actually done by a different member of your org. This is required: every labor row needs a person before the ticket can be completed. It’s for your own records only — the name is never shown to the customer and never appears on the PDF.

A labor row’s unit is fixed to Hours — techs can’t change it, so quantity is always the number of hours worked.

Assigning techs

A job can go out to more than one tech — a lead and a helper, or a whole crew. Everyone assigned sees the job in their own queue, and there’s no “primary” among them.

Assignment is part of the work order. The Assign control sits beside Assigned techs on the Service Ticket card and only appears once the job has a work order — on a plain job the card offers Create work order instead, and there’s no way to assign a tech until you use it.

On the Service Ticket card, click Assign next to Assigned techs. A picker opens — a dialog on a computer, a bottom sheet on a phone.
Tick everyone who should own the job. Tick a name again to take them off, or use Clear all to empty the list.
Click Assign to save, or Cancel to back out.

Saving replaces the whole list with whatever is ticked — so confirming with nothing ticked leaves the job unassigned.

Nothing is saved until you click Assign, and the button stays disabled until your selection differs from who’s on the job now — so opening the picker to check who’s assigned can’t change anything by accident.

Once saved, the techs show up wherever the job appears as a row of colored initial circles — each tech keeps the same color everywhere. Hover a circle to read that person’s full name; a +2 bubble means there are more than three, and hovering it lists the rest.

Every tech you add is emailed as soon as you save. The message names who assigned it and carries the job’s name and number, the customer, the service date when one is set, and a View job button that opens the job. A few cases deliberately send nothing:

You added yourself to the job.
A tech was already on the job — only the ones you just added hear about it.
A tech was taken off the job. Removals are silent.

There’s no setting to turn assignment emails off.

Default line items

To save techs from re-typing the same rows on every visit, an admin can set default line items at Settings → Service Tickets. Every new job that gets a work order starts pre-filled with these rows, each tagged with a category — a minimum labor charge, a standard trip fee, whatever you always bill.

Default rows don’t carry a person, even ones tagged Labor — the tech is filled in on the ticket itself, not in the default. A default row tagged Labor is likewise always in Hours.

Defaults are a starting point, not a lock: techs edit or remove them on the ticket like any other line item. Changing the defaults only affects new jobs — jobs that already exist keep whatever they had.

Line item categories

Every line item is tagged with a category, managed by an admin at Settings → Service Tickets → Line item categories. Every org starts with two: Labor and Parts — Parts is the fallback category for anything that isn’t labor.

Add a category with a name — Materials, Consumables, Tools, or whatever fits how your org bills. You can have up to 12 categories in total, including Labor and Parts.
Rename any category, including Labor and Parts.
Reorder categories — this is also the order they print in on the PDF.
Delete a custom category when you no longer need it. Labor and Parts can’t be deleted. If any line items are currently tagged with the category you’re deleting, you’ll be asked how many there are and which category to move them to before the delete goes through — nothing is left behind untagged.

Labor is special: only a row tagged Labor asks for who did the work, and its unit is always fixed to Hours — that holds even if you rename the Labor category. Every other category behaves the same way.

Job statuses

An admin shapes the work-order lifecycle at Settings → Service Tickets → Job statuses:

Add a status with a name and a color. You can have up to 12 statuses in total, including Open, Completed, and Voided.
Rename or recolor any status, including Open, Completed, and Voided — only their behavior is fixed, not their label.
Reorder statuses with the up/down arrows. Open and your custom statuses can go in any order you like; Completed and Voided are always pinned last, in that order, since they’re the end of the line for a work order.
Show on board controls whether a status gets its own column on the work-order board. Turn it off for a stage you don’t need called out on the board — jobs in that status stay fully visible on the Jobs list either way. Voided is the one exception: its board visibility is controlled by the board’s own Show voided toggle, not this switch.
Delete a custom status when you no longer need it. Open, Completed, and Voided can’t be deleted. If any jobs are currently sitting in the status you’re deleting, you’ll be asked how many there are and which status to move them to before the delete goes through — nothing is left behind in limbo.

Completing with a signature

Click Complete ticket.
Review the work, enter the signer’s name, and have the customer sign in the signature box — everything is on one screen. Confirm the customer agrees to the on-screen consent statement, then click Continue.
Confirm the recipient email (prefilled from the customer, editable) — or uncheck to skip sending — and click Complete & send.

FieldLabel freezes the document and renders the branded PDF. The line items print with a TYPE column showing each row’s category label — Labor, Parts, or whatever your org named it — but never who did the labor; that’s for your records only. The ticket is identified by its job number — the same number the job carries — shown on the card, the PDF, and the email. The address on the ticket and PDF is the job’s own location if one was set, otherwise the customer’s primary location. The job’s linked assets print under Equipment Serviced — unit number, model, and serial only; custom field values stay off the document, for your records. On the PDF they’re always called equipment, never “assets” — the customer-facing document keeps FieldLabel’s internal terms out of sight. If you chose to send, the customer receives the PDF attached to an email so they can keep it.

Renaming or deleting a category never changes a ticket that’s already signed — its PDF is frozen with the category label as it read at the moment of completion, and a ticket signed before line item categories existed keeps rendering exactly as it always has.

When the customer isn’t there

If the customer can’t sign, choose Customer not available and pick a reason (not present, or declined to sign). The ticket still completes and produces a PDF — clearly marked as unsigned — so the work is on record.

The statement a customer agrees to when they sign is editable per organization at Settings → Service Tickets. Whatever wording was shown is frozen into each signed ticket, so editing it later never changes what a past customer agreed to. Leave it blank to use the default wording.

Downloading, emailing, and printing

Once a ticket is completed, its PDF is available from the Service Ticket card at any time — Download PDF opens the latest copy. The PDF stays available in-app even if you later downgrade your plan; you can always read and download tickets you’ve already signed.

Removing a work order

Picked the wrong type, or added a work order to a job that turns out not to need one? While the ticket is still Open or an in-progress custom stage — anything short of Completed or Voided — Remove work order on the Service Ticket card reverts the job back to a plain job. This discards the ticket’s line items and any custom-field values, but the job itself, its assets, work-performed notes, and service date all stay put. The card falls back to the Create work order state, so you (or anyone else) can start over with the right type.

A completed or voided ticket is a signed record and can’t be reverted this way — see voiding and reissuing below.

Voiding and reissuing

Made a mistake on a completed ticket? A lead or admin can Void it (a reason is required). Voiding never deletes the signed record — the original PDF is preserved, and the ticket is flagged Voided.

To redo the work, use Reissue: this creates a fresh Open job prefilled from the voided one (line items, notes, service date, assigned techs, linked assets, and the ticket type and its field values), linked both ways. Because it’s a brand-new job, the reissued ticket carries its own new number. Reissuing doesn’t send a new assignment email — it’s the same techs on the same work.

If the voided ticket came from a preventative maintenance schedule, the reissued one stays attached to that schedule — it’s still the same visit — and completing it is what sets the date of the next one.

Finding your work

The Jobs list has a status filter and an assignee filter. The assignee filter covers all four ways you’d want to slice the list:

All assignees — everything, the default on a computer.
Assigned to me — your own queue. This is what the list opens on when you’re on a phone, since that’s what a tech in the field wants first.
Unassigned — jobs nobody has picked up yet, so a dispatcher can find work that still needs a tech.
Any teammate by name — what one specific tech is carrying.

Picking a name shows every job that tech is on, including the ones they’re sharing with someone else — a crew job appears in each of their queues.

Voided tickets are hidden from the active list unless you filter for them.

The same assignee filter sits above the work-order board on the dashboard, where it narrows every column at once — Assigned to me turns the board into your own queue across all its stages.

Assignment is part of service tickets. With service tickets off there’s nobody to assign a job to, so the assignee filter doesn’t appear at all.

Techs don’t have to keep checking, either: assigning techs emails them a link straight to the job.

The work-order board

Turning service tickets on also changes the dashboard: instead of count cards, it becomes a board with a column for each stage in the lifecycle that has Show on board turned on — Open, your org’s own custom statuses (like In progress), and Completed, plus a Voided column behind a separate Show voided toggle. Columns appear in the order your org set them in at Settings → Service Tickets → Job statuses, and the board scrolls horizontally if your org has more stages than fit on screen. On a phone it shows one column at a time — swipe between columns or tap a stage name above the board.

Move a card by dragging it between any two non-terminal columns (Open, In progress, or any custom stage) on a computer, or from the card’s menu on a phone.
Moving a card to Completed opens the job rather than completing it — completion always runs through the signature flow above.
Filter the board by customer, by date range, and by assignee (on a phone the filters sit behind the Filters button above the board). The date range matches the job’s service date, falling back to its created date. It opens showing everything from the last 30 days onward, so upcoming scheduled work stays visible.
Jobs without a work order don’t appear on the board at all. They stay on the Jobs list.

The full walkthrough lives in Navigating FieldLabel.

Limitations

One visit is one ticket. For a recurring contract, put the customer on a preventative maintenance schedule and FieldLabel raises each visit’s ticket for you.
Voiding a ticket does not notify the customer — they keep the original PDF and hear nothing unless you tell them.