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Responding to Tickets

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Written by Tiffany Harmon
Updated over 8 months ago

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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