A preview ticket appears when a client creates a ticket for a vehicle that is visible to a service provider, but does not assign the ticket to them.
Because the service provider has visibility of the vehicle, the ticket is displayed as a preview. However, it cannot be edited or worked on until it has been assigned.
To make the ticket available, the client must open the ticket and click Assign SP. Once assigned, the service provider will have full access to the ticket and can begin working on it.
How can preview tickets be avoided?
Service providers can enable Auto-Assignment so that future tickets created for selected hubs are automatically assigned to them.
To enable Auto-Assignment:
Go to the client's profile.
Open Ticket Settings.
Under Auto-Assignment, select the hub(s) where tickets should be assigned automatically.
Click Save.
Note: Auto-Assignment only applies to new tickets created after the setting is enabled. Existing preview tickets must still be assigned manually by the client.