Skip to content
English
Contact us
  • There are no suggestions because the search field is empty.

Handling "Needs Attention" Tickets (Missing or Partial)

Handling "Needs Attention" Tickets (Missing or Partial)

When the warehouse or dispatch team encounters a roadblock—like a missing part during assembly or a partial delivery—they will record a "partial completion" status.

When this happens, the system automatically generates a Needs Attention ticket (often titled "Missing or Partial"), assigns it to you (the Sales Rep), and drops it into your O queue. This is the system's way of raising a red flag.

Here is the exact workflow for investigating and resolving the issue.

Step 1: Investigate the Root Cause

Do not blindly ask the warehouse what went wrong. The answers are already in the system; you just need to look at the correct ticket.

  1. Open your assigned Needs Attention ticket.

  2. Look at the Right-Hand Sidebar under the "Tickets" section.

  3. Here, you will see the Associated Ticket (this is the original Build or Delivery ticket where the problem actually occurred).

  4. Click on that Associated Ticket to open it.

  5. Check the Completion Status and read the Notes left by the warehouse or driver to see exactly what went wrong (e.g., "Missing two hinges for the upper cabinets, cannot finish build.").

Step 2: Acknowledge & Take Action

Now that you know what the problem is, navigate back to your Needs Attention ticket to take action.

  1. Acknowledge the Ticket: Change the status of the Needs Attention ticket from Open to Acknowledged. This lets the fulfillment team know you have seen the alert and are actively working on a solution.

  2. Take the Necessary Action: Order the missing part, contact the customer to update them on a partial delivery, or reach out to the vendor.

Step 3: Communicate via @ Mentions

All communication regarding the fix must be logged on the Needs Attention ticket.

  • In the notes section of the Needs Attention ticket, type @ followed by the Build or Delivery team.

  • Leave your updates, requests, or questions (e.g., "@Build I just ordered the two missing hinges, they will arrive on Tuesday.")

  • Tagging them ensures they get a direct notification and keeps the communication loop completely centralized.

Step 4: Resolve the Ticket

Once the missing item has arrived, the customer has been updated, and the warehouse has everything they need to finish the job, change the status of the Needs Attention ticket to Resolved.

This closes the loop and clears the red flag from your dashboard.