Tickets and issue reports

Operations

Operations

Tickets and issue reports

Every problem reported, tracked to the end.

The problemDamage found on site and customer requests arrive by phone and chat, and some are never followed up.

The resultEach report becomes one ticket with an owner, a status and a conversation, so nothing is dropped.

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Example with sample data. Nothing here is real.

What you can do

  • See every report in one list and filter it by status or priority
  • Read the description, the reporter, the property and the photos
  • Set the status, the priority, the category, the assignee and a due date
  • Reply to the customer, or leave an internal note they never see
  • Receive reports from field staff, customers and your own team
  • Start a workflow when a ticket is created or the customer acknowledges it

Who can use it

Owners, Admins and Managers can use this.

You need permission to view tickets to open the list. Changing and answering tickets needs permission to manage them. Owners, admins and managers hold the permission to view and manage tickets in the standard roles.

Ask Heyva AI

  • Show my urgent tickets

  • Which tickets are waiting on a customer?

  • Reply to the latest ticket

Questions

Where do tickets come from?
From field staff who flag damage or a problem during a visit, from a photo marked as an issue, from customers who report a problem or ask for a change to a visit, and from your own team.
What are the statuses?
Open, in progress, waiting on customer, resolved and closed. A ticket can skip ahead, for example from open straight to resolved. A resolved ticket can be reopened for a while, and a closed ticket is final.
Can the customer see my comments?
Only comments that you mark as visible to the customer. Internal comments stay inside your team.
Can I add a ticket myself?
You can ask the Heyva assistant to file one on a customer's behalf. It needs the reporter's email address.
Do customers send photos?
Yes, as evidence on a report. Customers can attach photos only, not videos or office files.

In more detail

A ticket is a promise to follow up. The status says where it stands, the assignee says who has it, and the comments keep the whole conversation in one place.

For AI agents

Heyva AI and connected assistants can do this with these tools:

  • heyva_list_tickets
  • heyva_get_ticket
  • heyva_create_ticket
  • heyva_update_ticket
  • heyva_add_ticket_comment

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Last reviewed 31 October 2026