Technicians
Adding technicians
Section titled “Adding technicians”Go to Settings > Technicians and click Add technician. Enter the technician’s name. That’s it — they’re ready to be assigned to tickets.
Assigning to tickets
Section titled “Assigning to tickets”On any ticket’s detail page, open the Assignment section menu to assign a technician. Each ticket can have one assigned technician at a time.
Assigning a technician is logged in the ticket’s activity timeline.
Actor attribution
Section titled “Actor attribution”When a technician is assigned to a ticket, actions taken on that ticket (status changes, edits, notes) are attributed to the assigned technician in the activity timeline. This is designed for shops where staff share a computer — the assigned technician is treated as the person working on the repair.
Dashboard workload
Section titled “Dashboard workload”The dashboard shows a technician workload grid (Pro feature) with how many active tickets each technician is handling. This helps you balance work across your team.
Deactivating or deleting a technician
Section titled “Deactivating or deleting a technician”When you deactivate or delete a technician:
- They are unassigned from all their current tickets.
- Their past activity on tickets is preserved in the activity timeline.
- Deactivated technicians no longer appear in the assignment dropdown.
If a technician is temporarily unavailable, deactivate them rather than deleting to keep things clean.