Tasks and tickets

Tasks and tickets both live under Operations in the sidebar, but they serve different purposes and have different visibility.

Tasks

/tasks is visible to everyone. It is your personal and team to-do list: individual action items, whether standalone or attached to a project workstream.

Tasks can be:

• Assigned to a person.
• Given due dates.
• Linked to a service or a location.

For how tasks roll up into larger engagements, see Projects and workstreams.

Tickets

/tickets is admin-only. Depending on your plan and role you may not see it: the Tickets area is part of the Projects add-on and is intended for organization admins. It tracks support cases and service requests, everything from a bandwidth increase at Site B to a billing dispute. If you are a member and need something raised, ask an organization admin at your company.

Each ticket has:

• A status that moves the case through its lifecycle (for example, Open).
• A priority: High, Medium, or Low. Automated billing tickets set their own priority from the size of the problem, so a large variance or a disconnected service that is still billing comes in as High.
• A support category describing the kind of request.

Support categories

Categories are grouped into a small set of easy-to-scan buckets:

• Billing Disputes for a charge you want challenged. Vigilis documents the variance and opens the ticket; the actual dispute with the carrier is worked off-platform by the people behind Vigilis. See Disputes and credits.
• Service Lifecycle for a move, add, change, or disconnect (MACD), like upgrading a circuit or moving it to a new address. See Requesting a change (MACD).
• Incident and Escalation for an outage or a problem that needs to be escalated.
• Contracts and Renewals for anything tied to a contract’s terms or end date.
• Reporting and Cost Management for report and cost questions.

Tickets that open themselves

Many tickets are created automatically. An invoice variance alert or a missing-invoice check opens a ticket for you, tagged with a source so you can tell an automated alert from one your team opened by hand. An alert ticket carries the billing period, the affected services, and the total overpay or underpay impact. See Anomalies and alerts for what triggers them.