Managing Your Product Tickets
Every sold line item creates a ticket for the production team to work on. Users can assign tickets to users, update statuses, upload materials for proofs or review, and notify customers and internal users by email, all from the ticket. Most parts of the tickets are the same between all the product types, but there are a few differences when it comes to the details and asset management. We will review all parts of the tickets.
The fastest way to find your ticket(s) is by the Global Search or going to Production > Tickets > All Tickets. Each ticket type also has its own search page with filters specific to the type.
Use the search to find your tickets and click on the Ticket ID number or Ticket Icon to view the ticket page.
The first section on all tickets it the details. Almost all the details for a ticket come from the Sales Order. The details include the customer, what they purchased, notes about the item, and any relevant dynamic attributes.
Depending on your permissions, you can edit the name of the item for your references and edit the line item by clicking on the line item ID.
The fields that display will depend on the type of ticket. and what is relevant to the ticket.
Ad: Publication, Issue, Rate Card, Color, Section, Size, and Flight Range
Digital Media: Publication, Placement, Channel, Units, and Flight Range.
Service: Category, Service, Quantity, Status, Priority, and Hours Worked.
The Contact details display who is the relevant contact from the order company, for the ticket. You will see who is responsible for materials and who was the primary contact on the order.
Tip
You can reach out to these contacts by sending a direct email or using the Twilio call service.
There are links to both the contact and their company. The contacts may be on an agency or parent company, so their company may not be the same as the order company.
You do have the ability to change the artwork contact, which will change who will receive notifications for materials that are due.
The Anonymous Artwork Upload Link is an optional tag in your Artwork Reminder emails called 'Upload Artwork Url'. When included in your reminder emails, it allows your contacts to upload assets to their tickets without needing to log into the Client Center. This section on ticket pages allows you to interact with that link.
If the link has never been sent for that ticket, you'll see a 'Generate' button, allowing you to create the link.
If the link is active, you can copy the link and paste it into a custom email.
You'll also see the date the link is set to expire, or has expired. If expired, you can Renew the link. When renewing the link, you can choose whether or not to email the ticket artwork contact and notify them of the renewal.
This section will show you any additional notes or dates about the item. The notes will come from what the rep entered on the order, for both the customer and internal purposes.
Service items will also display date information, including when an item is scheduled, if you are leveraging service blocks.
The next table is the same for all tickets. The assignment section allows you to assign a user to a ticket and update the status of the ticket. You can also use it to send an email to another user in the system about the ticket.
The assigning step allows you to enter the name of a user. Once you have selected your user, you can choose to keep the last status. Otherwise, the system will assign the new user and set the new ticket status to 'Assigned.'
If you are working on the ticket, you can use the status update section to select from a list of available statuses. The statuses can differ for each ticket type: Ads, Services, and Digital Media. You may also be limited by what statuses you have access to and what is available if you are using the ticket checklist.
The Email Ticket option allows you to select a user and compose an email to those users.
For ad tickets, you can also use the email ticket action to send a proof to the customer of any assets currently uploaded to the ticket.
The status updates table shows any changes to the tickets's status over time. It includes the status, any relevant notes, and who the status change was performed by.
Any assets that have been uploaded to the ticket will be displayed in this table. You'll be able to see information about each asset, including actions to view annotations, submit it for pre-flighting, and marking it as final.
You can delete assets attached to tickets but you must have permission. A trash can icon will display next to assets on a ticket to any user with the delete assets permission.
Make sure you have the permission to delete any assets.
Once you have permission, you will see a trash icon in the ellipsis actions.
A key component to managing a ticket is to manage all the assets; this is especially true for Ad and Digital Media tickets. All tickets allow you to store files. Files can be shared internally or with the customers through the client center. There are multiple ways to get files on your tickets.
Navigate to the Attach Files section, just below the Status Updates section.
Click choose file and select the file to upload. Make any notes you need to in the note text box. You also have the option to check to keep the last status on ticket and mark as final. For digital items, you can also include a URL or the Destination information for where the ad should take the viewer.
The last ad step is to click the Upload button. Once file is uploaded in the Attached Files log, you will see the file name, a preview and any added notes.
There are two external links you can add to your tickets if needed - one for Documents, and one for Analytics/Reporting.
External Document Link: This link essentially serves as a replacement to an asset for proof requests. If a link is entered here, you will not be required to attach an asset when sending proof requests. If using this link, we highly recommend adding the 'External Link' merge tag to your proof request email templates.
External Reporting/Analytics Link: When added to a ticket, the reporting/analytics link can be accessed by your team on ticket searches and the Consolidated Production Report. It can also be accessed by your contacts in their Client Center account on their Analytics tab. The link should be used to connect the ticket to an external ad campaign or analytics report.
The Assign to Ad Size section on tickets will only display on Digital Media tickets. For information about this section, please click here.
Only applicable if you have the SendMyAd integration enabled, and for certain ticket types, this section of a ticket displays the item's SendMyAd information as well as allows you to perform actions.
If the line item is synced with SendMyAd, you'll see the SendMyAd ID.
The 'Sync Ad Information' button allows you to manually push any updates on the item to SendMyAd.
Only available on print ad tickets, the 'Download Assets' action lets you bring in any assets uploaded to the SendMyAd item into the Ad Orbit ticket.
The table in this section will show information about SendMyAd actions that have already occurred on the item such as attempts to sync or downloading assets.
