Create a Subscriber Ticket in Visp.net

Introduction

Subscriber tickets in Visp.net help your team track customer-related work such as installations, service calls, troubleshooting, account follow-ups, and field technician tasks. When the Assignment Type is set to Subscriber, the ticket is linked directly to a subscriber account and can include subscriber-specific details such as the service address, contact information, tasks, attachments, scheduling, and billing items.

This guide explains how to create a subscriber ticket, assign it to a technician, schedule the work, add supporting details, and manage the ticket after creation.

Prerequisites

Before creating a subscriber ticket, make sure you have:

• Access to the Visp.net application.
• Permission to create and edit tickets.
• The subscriber account already created in Visp.net.
• At least one technician user configured, if you plan to assign the ticket.

To make a user available as a ticket assignee:

1. Open the app launcher / 9-dot menu in the upper-right corner.
2. Go to General.
3. Select Users.
4. Open the user profile.
5. Enable the option to set the app user as a technician.

Only users configured as technicians appear in the ticket Assignee list.

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1. Start a New Ticket

You can create a new ticket from either a subscriber profile or the main application menu.

Option A: Create a Ticket from a Subscriber Profile

Use this method when you are already viewing the subscriber.

1. Open the subscriber’s profile.
2. Locate the Tickets section.
3. Click the blue plus icon.
4. A new ticket opens and is automatically associated with that subscriber.

Option B: Create a Ticket from the App Launcher

Use this method when you are not currently viewing a subscriber profile.

1. Click the app launcher / plus menu in the upper-right corner of Visp.net.
2. Select Open Ticket.
3. A new ticket creation screen opens.

If you create the ticket from the app launcher, you may need to manually select the subscriber later.

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2. Set the Ticket Priority

The Priority field indicates the urgency of the ticket.

1. Locate the Priority field near the top of the ticket.
2. Select the appropriate priority:
   • High — urgent or time-sensitive issues.
   • Normal — standard work or routine customer requests.
   • Low — non-urgent follow-up or administrative tasks.

By default, new tickets are typically set to Normal.

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3. Assign the Ticket to a Technician

The Assignee is the technician or team member responsible for completing the ticket.

1. Locate the Assignee field.
2. Click the field or user icon.
3. Select the technician from the list.

If the technician does not appear in the list, confirm that the user has been configured as a technician in the system.

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4. Add Ticket Followers

Followers are users who receive updates and notifications about ticket activity.

1. Locate the Followers field next to the Assignee field.
2. Click the field.
3. Select one or more users who should monitor the ticket.

Use followers for dispatchers, managers, support representatives, or other team members who need visibility but are not directly responsible for completing the work.

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5. Select the Subscriber Assignment Type

The Assignment Type determines what kind of record the ticket is associated with.

Available assignment types may include:

• Subscriber
• Equipment
• Infrastructure

To create a subscriber ticket:

1. Locate the Assignment Type section.
2. Select Subscriber.

This ensures the ticket is linked to a customer account and displays subscriber-specific fields.

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6. Link the Ticket to the Correct Subscriber

After selecting Subscriber as the assignment type, a Subscriber field appears.

1. Review the subscriber listed in the field.
2. If no subscriber is selected, or if the wrong subscriber is shown, click the pencil icon.
3. Search for the correct subscriber.
4. Select the subscriber to link them to the ticket.

You may also see an external link icon next to the subscriber field. Use this icon to open the selected subscriber’s profile in a new tab or window for quick reference.

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7. Select a Ticket Type

The Type field allows you to apply a predefined ticket template.

Examples of ticket types may include:

• Onsite Installation
• Service Call
• Troubleshooting
• Equipment Replacement
• Customer Follow-Up

Selecting a ticket type can automatically populate parts of the ticket, such as:

• Summary
• Description
• Tasks
• Custom Fields

Using ticket types helps standardize workflows and reduces manual data entry.

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8. Set the Ticket Status

The Status field shows where the ticket is in your workflow.

1. Locate the Status dropdown.
2. Select the appropriate status, such as:
   • Pending
   • Open
   • Resolved
   • Closed

Available statuses may vary depending on your organization’s configuration. Custom statuses can typically be managed from the ticket workflow or Kanban board configuration.

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9. Schedule the Ticket

The Schedule field defines when the ticket is due or when the work should occur.

1. Locate the Schedule field.
2. Click the field to open the calendar.
3. Select the due date or scheduled service date.

If no date has been selected, the field may display a placeholder such as Due on or before.

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10. Set the Preferred Arrival Window

The Preferred Arrival Window helps communicate when the technician is expected to arrive.

1. Locate the Preferred Arrival Window field.
2. Click the field to open the scheduling popup.
3. Choose one of the available options:
   • Fixed arrival time — use when the technician should arrive at a specific time.
   • Arrival window — use when the technician may arrive within a range.
4. If using an arrival window, enter:
   • Earliest Arrival Time
   • Latest Arrival Time
5. Click OK to save the arrival window.

This information is especially useful for onsite visits and customer-facing appointments.

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11. Review the Service Contact Information

The Service Contact section displays the subscriber’s service location and contact details.

It may include:

• Physical service address
• Email address
• Phone number

Available actions may include:

• Click the pin icon to view the service address on a map.
• Click the email address to open your default email application.
• Click the phone number to place a call using your configured calling tool.
• Click the pencil icon to edit the service contact details.

Before dispatching a technician, verify that the address and contact information are accurate.

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12. Add the Ticket Summary and Description

The Summary and description provide the main context for the ticket.

Use this section to clearly explain:

• What the issue or request is.
• What work needs to be completed.
• Any important customer notes.
• Relevant troubleshooting history.
• Site access instructions, if applicable.

A ticket type may pre-populate this section. Review and update the content as needed.

If available, enable Include on print when the summary or description should appear on printed ticket reports.

Best Practices for Ticket Summaries

Use clear, action-oriented summaries such as:

• Install new service at customer location
• Troubleshoot intermittent connectivity
• Replace subscriber router
• Verify signal levels after outage

Avoid vague summaries such as:

• Problem
• Fix customer
• Check account

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13. Complete Custom Fields

Custom Fields capture additional information required by your organization.

Depending on your configuration, custom fields may include items such as:

• Installation type
• Equipment requirements
• Access notes
• Network details
• Service package
• Dispatch region
• Required tools or materials

Some custom fields may be pre-filled when you select a ticket type. Review each field and complete any required information before saving or dispatching the ticket.

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14. Add and Manage Tasks

The Tasks section breaks the ticket into individual work items.

Tasks may be:

• Automatically added by the selected ticket type.
• Manually added by clicking the blue plus icon.

For each task, you can typically:

• Mark the task as complete.
• Add comments or updates.
• Track progress against the ticket.

Example tasks for an onsite installation may include:

• Confirm customer availability.
• Install required equipment.
• Verify signal or connection quality.
• Test subscriber service.
• Collect customer signature.
• Close ticket after verification.

Using tasks helps technicians follow a consistent process and provides better visibility into work completion.

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15. Add Attachments

Use Attachments to include supporting files with the ticket.

1. Locate the Attachments section.
2. Click the plus icon inside the upload area.
3. Upload the relevant file.

Common attachment types include:

• Photos of equipment or installation areas.
• Screenshots of errors or diagnostics.
• Signed documents.
• PDFs.
• Images such as JPEG, GIF, or PNG files.

Attachments are useful for documenting work performed, providing visual context, and supporting billing or customer communication.

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16. Save the Ticket

After completing the required fields:

1. Review the ticket details.
2. Confirm the correct subscriber is selected.
3. Verify priority, assignee, status, schedule, and contact details.
4. Save the ticket.

Once saved, additional ticket management options become available.

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17. Manage the Ticket After Creation

After the ticket is created, you can continue updating and managing it throughout its lifecycle.

Linked Tickets

Use Linked Tickets to associate related tickets.

Common relationships may include:

• Is parent of
• Is child of
• Merged to
• Merged into by

This is useful when tracking related service issues, escalations, or duplicate tickets.

Bill of Materials

The Bill of Materials section allows you to add billable items or charges associated with the ticket.

These may include:

• One-time charges
• Recurring charges
• Equipment fees
• Installation fees
• Service charges

These items may later be converted into an invoice, depending on your billing workflow.

Ticket Activity

The Ticket Activity section provides an audit trail of ticket changes.

It may include:

• Status changes
• Field updates
• Task updates
• User actions
• Timestamps
• Comments or notes

Use this section to review the history of work performed on the ticket.

Signature

The Signature section can be used to capture approval or completion confirmation.

Common uses include:

• Customer confirmation after installation.
• Technician sign-off.
• Proof of completed work.
• Authorization for service changes.

Messages

The Messages tab allows communication related to the ticket.

Depending on your configuration, you may be able to send:

• Internal team notes.
• Customer emails.
• Customer text messages.

Text messaging may require a configured Twilio integration.

Print Ticket Summary Report

Use the printer icon to generate a printable ticket summary report.

This can be useful for:

• Field technician paperwork.
• Customer records.
• Internal documentation.
• Service completion review.

Change Ticket Status

Use the status controls near the bottom of the ticket to update the ticket as work progresses.

Available actions may include:

• Mark as Resolved
• Close Ticket
• Delete Ticket

Only close or delete tickets according to your organization’s ticket management policy.

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Conclusion

Creating a subscriber ticket in Visp.net ensures customer-related work is properly documented, assigned, scheduled, and tracked. For best results, select the correct Subscriber assignment type, link the ticket to the correct subscriber account, choose an appropriate ticket type, add clear summary details, and verify service contact information before dispatching work.

A well-created ticket gives technicians the information they need, improves customer communication, and creates a reliable activity history for future reference.