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Welcome

What Tickets Are and Why They Exist

Tickets vs Visis, and How They Work Together

Concepts check

Setting Up Tickets

Company Setup: Portal, Notifications & the Big Picture

Categorisation: Root Cause & Responsible Party

"Required to Close" — Enforcing Accountability

Project Setup: Enabling Tickets & Location Portals

Email Notifications (Company & Project)

Setup check

How a Customer Raises a Ticket

The Public Portal: What the Customer Sees

Submission & the "Submitted" Email

Portal Links & QR Codes

Portal check

Triaging & Managing Tickets

The Tickets Table: Your Management Hub

Filters, Columns, Search & Widgets

Inside a Ticket: The Detail View

Triage: Open, Resolve, Resolve & Close, Decline

The Ticket Lifecycle (Status State Machine)

Triage check

Lifecycle check

Resolving the Work: Linked Visis

What a Linked Visi Is (and the Prerequisites)

Creating & Assigning a Linked Visi

Defect Close-Out & Visi Completion

Resolve vs Resolve and Close — The Distinction That Matters

Linked Visi check

Communicating & Reporting

Internal Comments vs Public Replies

The Two-Way Email Thread

Bulk Actions & Categorising at Scale

Exporting & Reporting

Communication check

Reporting check

Wrap-Up

Quick Reference, the End-to-End Journey & Common Mistakes

A complete end-to-end guide to Visibuild Tickets — the concept, company and project setup, the customer portal, triage and the ticket lifecycle, linked defects, and communicating and reporting on post-completion issues.

This course takes you end-to-end through Visibuild Tickets — what they are, how to set them up, what the customer sees, and how your team triages, resolves, categorises, costs and closes post-completion issues.

Managing Tickets on Visibuild

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