Callback Tickets
The follow-up list for jobs that need a return visit. Open the ticket, call the customer, then move it from Open to Solved to Done.
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What it is
Callback Tickets is a single list of follow-ups on work you have already done. A callback ticket is its own job record, but it stays linked to the original job, so the row shows you both numbers side by side, the customer, the field worker who did the first visit, and the date that first job was closed.
You open it from the left menu: More›Callback Tickets. On a phone it is More›Communication›Callback Tickets. The page header reads "Follow up on callback leads and move them from open to solved or done."
Open
Still needs a call. The card also tells you how many days old the oldest open ticket is.
Solved
Handled, but waiting for someone to review it before it is closed out.
All
Every ticket currently on the page. Click any card to filter the table below it.
When to use it
- A customer calls back about a job you already finished (warranty, the repair did not hold, a part failed).
- You want a short morning list of every follow-up that nobody has closed yet.
- A manager wants to see how long the oldest unfinished follow-up has been sitting.
- You need to move a batch of old follow-ups to the same status in one go.
Use the normal Leads page instead when the customer is brand new, or when the job has no earlier job behind it. Callback tickets are deliberately kept out of the Leads list, the Pipeline and the Leads Map so they do not inflate your new-work numbers.
Before you start
- Your role needs access. An owner or admin turns on Callback Tickets under Settings›Team Roles. Without it the menu item is hidden and the page will not open.
- The ticket needs a field worker. A callback ticket only appears on this page while it has an active field worker assigned to it. If a ticket seems to be missing, this is the first thing to check.
- Bulk changes and deleting are admin work. The selection checkboxes and the Change Status bar only appear for owners and admins. The delete (trash) button only appears for admins.
- Hidden phone numbers are normal for some accounts. If your login has customer contact hiding turned on, the Phone column shows dots instead of digits.
- Wording may differ at your company. "Lead" and "Field Worker" can be renamed under Settings›Company Settings, so your column headers may say something else (for example "Job" and "Technician").
Step-by-step
Work through today's follow-ups
- Open More›Callback Tickets from the left menu.
- Click the red Open card at the top. The table below now shows only tickets that still need work, and the address bar keeps the filter so you can bookmark it.
- Sort by Callback Created (click the column header) so the oldest follow-ups come first.
- Find the ticket you want. The search box accepts a Lead ID, a customer name, or a phone number.
- Click View on the row, or click the blue Callback Lead #, to open the ticket.
- In the ticket panel, call or message the customer with the buttons next to their phone number, and type what happened into the notes box. Notes save on their own a moment after you stop typing.
- Close the panel and set the row's Status dropdown to Solved when the customer is taken care of but you still want it reviewed, or Done when it is fully closed out.
Look up the original job
- Find the callback ticket in the table.
- Click the grey Original Lead # in the second column.
- The original job opens in the same panel, with its own notes, money and history.
The Original Close Date column tells you at a glance how long ago that first visit was finished, which is usually what decides whether the return visit is under warranty.
How to check it worked
- The row changes colour. Open is red, Solved is highlighted in your accent colour, Done is grey.
- The Open card counts down. Its number drops by one, and the "oldest" note under it updates.
- The menu badge counts down. The small number next to Callback Tickets in the left menu counts only open tickets. Clicking that number takes you straight to the list already filtered to Open.
- The Dashboard agrees. The Open callbacks card in the Dashboard action list shows the same count and links back to this page.
- Done tickets leave the page. Setting a ticket to Done turns it back into an ordinary finished job and releases its private call extension, so it disappears from Callback Tickets. That is expected, not a bug.
Tip: Because Done tickets leave the list, the Done option in the status filter will usually show an empty table. Use it as a sanity check, not as an archive.
Common mistakes
Looking for a "New Ticket" button
There is no button on this page for creating a ticket — the page is a work queue, not a form. You raise a ticket from the job it belongs to: open the finished lead and press Callback in its header. Tickets can also be raised for you by an automation (see Where tickets come from).
Marking a ticket Done too early
Done is the end of the line. The ticket becomes a normal finished job and drops off this page, and you cannot flip it back to Open from here. If the customer still needs something, use Solved and let a manager close it out.
Hunting for a Priority column
There is no priority or due-time field on a callback ticket. Age is how you judge urgency: watch the "oldest" figure on the Open card and sort by Callback Created.
"The ticket has vanished"
- Click Clear filters at the top right, then search again.
- Check the status filter. It is stored in the page address, so a bookmarked or refreshed page keeps it.
- Check whether someone set it to Done — Done tickets are no longer on this page.
- Check that the ticket still has a field worker assigned. With no active assignment it will not be listed.
Selecting rows across pages
The select-all checkbox only picks the rows on the page you are looking at, and your selection is cleared whenever you change page, page size, filter or search. Always read the "N selected" count in the blue bar before pressing Change Status.
More detail (6)
What each column shows
- Callback Lead # — the ticket's own job number. Click it to open the ticket.
- Original Lead # — the job this follow-up came from. Click it to open that job. A dash means the ticket has no linked original job.
- Customer Name — first and last name copied from the original job.
- Phone — the customer's number, or dots if your login hides customer contact details.
- Original Close Date — when the first job was closed out.
- Field Worker — the worker carrying the ticket.
- Callback Created — when the ticket was raised. Click the header to sort.
- Status — an editable dropdown: Open, Solved, Done. Click the header to sort.
- Actions — View opens the ticket. Admins also get a trash button to delete it.
Owners and admins see one extra column on the far left: a checkbox for selecting rows.
View
Opens the ticket in a panel with call and message buttons, the address, and a notes box that saves itself.
Sorting
Only two columns sort: Callback Created and Status. Click once for ascending, again for descending.
What the three statuses mean
- Open — nobody has finished this yet. New tickets start here, and a ticket with no status set at all is treated as Open.
- Solved — the customer has been dealt with, but the ticket is still on the page waiting for a review. Use this when the visit is done but the paperwork or money is not settled.
- Done — finished. The ticket turns back into an ordinary completed job, its private call extension is released, and it leaves this page.
Note: Set the status from the Status dropdown in the ticket's own row on this page. That is the control that moves a ticket between Open, Solved and Done.
Finding tickets
Search box
"Search by Lead ID, name, or phone". It matches the callback's own job number, the first or last name, or the phone number, and searches as you type.
Status filter
All Statuses, Open, Solved or Done. The three cards at the top do the same job with one click.
A badge next to the page title always shows which status you are filtered to, plus a second badge with your search text. Clear filters next to those badges resets both at once.
The table pages 20 rows at a time by default. Change it to 50 or 100 with the "per page" dropdown at the bottom left, and step through pages with the arrows on the bottom right. The counter reads "Showing 1-20 of 137" so you always know the true total. On a phone you can pull down on the list to refresh it.
Changing many tickets at once
Owners and admins only.
- Tick the checkbox on each row you want, or the checkbox in the header to take every row on the current page.
- A blue bar appears above the table showing N selected.
- Pick the new status in the small dropdown in that bar.
- Click Change Status.
The update runs in the background, so you can carry on working or move to another page. A message confirms when it finishes and tells you if any tickets could not be updated. You can change up to 500 tickets in one go; select more than that and Joby will ask you to split the batch.
- Check the "N selected" number matches what you meant to pick.
- Check which status filter is active — you may have more rows on other pages.
- Remember that a bulk change to Done removes all of those tickets from this page for good.
- Use Clear in the blue bar to drop the selection without changing anything.
Deleting is separate and permanent. The trash button on a row is admin-only and asks you to confirm first; there is no undo.
Where tickets come from
Tickets are raised two ways. By hand: open a job whose status is Done and press Callback in the lead header (on a phone it is under the ... menu). Type the reason and the ticket is created and opened for you. The button only works once the job has an active field worker assigned, because the ticket inherits that assignment.
Automatically: in Settings›Automations, build an automation and add the action Create a Callback. It has two settings:
- Callback Reason — free text explaining why the follow-up is needed.
- Delay (minutes) — how far ahead to schedule the follow-up. The default is 30 minutes.
When it runs, the new ticket copies the customer's name, phone, email, address, job type and service area from the original job, and links back to it.
There is also a matching trigger, Callback Status Changed, so you can start another automation the moment a ticket moves to Solved or Done — for example, texting the customer a "we are on our way" message, or alerting a manager.
The reason you type is available in your message templates as the Callback Reason variable, so a follow-up text can repeat back why you are calling. See Communication Templates.
Who can see this page
- Owners and admins — full access, including selection checkboxes, bulk status changes and (admins) the delete button.
- Office agents — the page is switched on by default for new roles. It can be turned off per role under Settings›Team Roles, in the Management group, as Callback Tickets.
- Roles limited to their own records — see only the tickets that belong to them.