How to Create a Service Ticket in Catalystk
Log every customer complaint as a service ticket and fix it faster. Catalystk's free helpdesk and service ticket software lets you create a support ticket with the subject, issue details and the products involved – brand, model number and serial number – then set the ticket priority, assign a technician and track ticket status from open to closed. The customer gets an SMS when the ticket is opened and closed, and you can print the ticket for field visits. Free complaint management online – nothing to download.
- Priority
- Assign technician
- Status tracking
- SMS updates
- Free
Before you start: add the customer as a client, so you can pick them in the ticket and they get SMS updates.
Open Tickets and click New Ticket
Every support ticket starts from the Tickets page.
- 1
Go to Supports → Tickets
In the left menu, open Supports and click Tickets.
- 2
Click New Ticket and pick the customer
Click New Ticket, then search the customer by company name, client name, mobile or client ID.
Describe the issue and the products
Clear details help the technician fix it on the first visit.
- 3
Enter the subject and content
Type a short Subject and describe the problem in Content – both are required.
- 4
Add the products
Under Product Items, add the product code, name, quantity, brand, model no and serial no of each faulty product.
Set the priority and assign a technician
Decide how urgent it is and who handles it.
- 5
Choose the priority
Under Charges & Assignment, set the Priority – Low, Medium or High.
- 6
Assign and save
Pick the Assignee and the Employee who will visit, add any Amount or Invoice No., then click Save. The employee gets an SMS when assigned.
Track the ticket until it is closed
Update the status as the work moves forward.
- 7
Update the status
Change the status as work moves on – from Open to Closed. The customer gets an SMS when the ticket is closed.
- 8
Print the ticket
Use Preview, Print or Print Small to give the technician a printed job sheet.
Service ticket statuses explained
The default statuses, from complaint to resolution. Your administrator can rename them.
| Status | Meaning |
|---|---|
| Open | The complaint is logged and waiting |
| Work In Progress | Someone is working on it |
| Start Travel | The technician is on the way |
| Reached Client | The technician is at the customer's site |
| Closed | The issue is fixed – the customer gets an SMS |
Priorities are Low, Medium and High by default.
Tips for faster ticket resolution
- Always add the serial number – it tells the technician exactly which unit is faulty.
- Use High priority only for urgent breakdowns, so the team knows what to do first.
- Turn on Support Client SMS in branch settings so customers are told when a ticket is opened and closed.
- Print the ticket with Print Small for a compact job sheet on field visits.
Frequently asked questions
What is a service ticket?
A service ticket records a customer complaint or service request, so your team can assign it, track it and close it.
Can I assign a ticket to a technician?
Yes. Choose the Assignee and the Employee under Charges & Assignment. The employee gets an SMS when assigned.
Does the customer get updates?
Yes. With Support Client SMS turned on, the customer gets an SMS when the ticket is created and when it is closed.
Which statuses can a ticket have?
By default Open, Work In Progress, Start Travel, Reached Client and Closed. Your administrator can change them.
Can I print or download a service ticket?
Yes. Use Preview, Print or Print Small on the ticket, and save it as a PDF from the print window if you need a file.
Is the helpdesk ticket software free?
Yes. Service tickets are part of Catalystk's free plan – use it online, nothing to download.
What's next: keep equipment running – create an AMC contract.
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