Ticket Detail Update Overview
Introduction
The Ticket Detail view gives you a fast, customizable way to review a ticket.
It is based on direct feedback from field technicians, with a focus on speed, convenience, and customization, and helps you quickly find the information you need, when you need it.
Watch a quick demo of the redesigned Ticket Detail view!
Layout
The ticket layout has been completely refreshed to create a cleaner, easier-to-read experience.
At the top of each ticket, you’ll see a summary card that includes all key information:
Work type
Address
Tags (when applicable)
Below the summary card are three tabs that organize ticket information into a clear, easy-to-scan layout:
Details – Key ticket information such as the intersection, locate coordinates, meet date, and more.
Remarks – Any location or OCC remarks associated with the ticket.
Contact – The company requesting the locate and the contact information provided by the call center.
Each tab is designed for faster navigation and improved readability, minimizing scrolling and screen clutter.
Pinning
Each field now includes a pin icon, allowing you to personalize your Ticket Detail view.
When a field is pinned, it appears in the Pinned section at the top of the ticket, giving you immediate access to your most important details, such as the meet date, coordinates, or contact information.
To unpin, simply click the unpin icon next to your pinned fields.
Pinned fields persist across tickets, so your customized layout remains ready every time you open Ticket Detail.
When a field are pinned, they will no longer appear in their home sections. They will only be visible in the pinned section.
Customizing Your Layout
Users can now drag and drop pinned fields to control the order they appear in.
To reorder pinned fields:
Click and hold (or tap and hold on mobile) the field you’d like to move.
Drag it to your preferred position.
Your layout updates instantly and will persist across all tickets.
This flexibility allows each technician to arrange their view according to their workflow — whether prioritizing scheduling, coordinates, or contact information first.
Locking your layout
Once your pinned fields are arranged the way you like, you can lock the layout so an accidental tap does not rearrange it. Select the lock icon to turn off pinning and drag-and-drop, then select it again to unlock and make changes.
Mobile Layout & Map View
For mobile users, the ticket action bar has been moved to the bottom of the screen.
During field testing, we observed that technicians often work one-handed. Placing key actions at the bottom ensures that all functions remain accessible without repositioning the device.
All the same functionality remains — just more conveniently located for a smoother, one-handed experience.
Map View Improvements
Also for mobile users, the map is no longer displayed directly beneath ticket details. Instead, you can now access a dedicated map view by selecting the toggle button on the left side of the action bar.
This opens a full-screen map tab for easier navigation. To return to Ticket Details, simply press the toggle button again.
Convenience Enhancements
The new Ticket Detail view also introduces several small but impactful improvements to save time during day-to-day work.
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Hyperlinked Coordinates and Address
Both latitude/longitude coordinates and the address field are now clickable.
Selecting either opens directions in your default map application.
If one-call center coordinates are inaccurate, technicians can quickly try the address instead.
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Attachment and Notes Count
A numeric count badge now appears above the attachments and notes icons.
This provides an at-a-glance view of how many records exist, eliminating unnecessary clicks.
Additionally, on Windows, a copy icon appears next to the address, allowing technicians to quickly copy and paste address details into other systems or notes. This icon is on Desktop only.