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Responding to Tickets

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Written by Tiffany Harmon

Once you have access to the GeoCall Portal, it is important to know how to respond properly to locate tickets. The system allows you to respond to a single ticket or multiple tickets simultaneously, depending on your needs.

From the Homepage

Single Code Responses

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Follow these steps to respond to a ticket per a single code.

  1. Locate the Ticket – Click on the ticket in the My Responses dashboard.

  2. Open the Response Window – Click Add Response to bring up the response options.

  3. Select a Response – Choose the appropriate action (e.g., Located, Clear, In Conflict).

  4. Add Comments (If Needed) – Provide additional details for clarity, if necessary.

  5. Save the Response – Click Save to submit your response.

Responding to Multiple Utility Types for a Single Code

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If you need to submit a response for multiple utility types under a single code, follow these steps:

  1. Open Ticket Details – Double-click the ticket to view its details.

  2. Add a Response – Click Add, then select Add Response from the top left corner.

  3. Select Facility Types – Choose all applicable facility types that require the same response.

  4. Choose a Response Action – Select the appropriate response from the available options.

  5. Add Comments (Optional) – Include any additional information or clarification, if needed.

  6. Save Your Response – Click Save to apply the response to all selected facility types.

⚠️ Important:

When responding from the homepage, if the response is not a final action, the ticket will remain in the dashboard and display the most recent action taken.

From the Responses Section

You can respond to a single code or multiple utility types for a single code in the same way as on the homepage. However, in the Responses section, you also have the ability to respond to closed tickets, provided they require a response action.

Responding to Open or Closed Tickets

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To respond to open or closed tickets, follow these steps:

  1. Navigate to Responses – Select Responses from the left panel.

  2. Locate the Ticket – Click on the ticket in the dashboard to highlight it in dark gray. To find closed tickets, deselect the Only Open option from the search criteria and select a date range.

  3. Add a Response – Click Add Response in the top right corner of the dashboard to open the response options.

  4. Choose a Response Action – Select the appropriate action (e.g., Located, Clear, In Conflict).

  5. Add Comments (Optional) – Provide additional details or clarification if needed.

  6. Save Your Response – Click Save to apply the response to the selected ticket.

🤓 Learn More:

Check out our guide that covers all the different response actions, what they mean, and which responses close a ticket: Open & Close Response Actions

Have Questions?

If you have any questions or need any assistance, contact Texas811 support at:

📧 ThePortalTX@Texas811.org

📞 888-776-6077

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