Handle a Priority Ticket

High-priority tickets mean a grounded drone or a mission stopped today. This tutorial covers the dealer-side path from notification to customer confirmation — about five to seven minutes of portal work, plus shop time.

What you'll need#

• Access to Support → Tickets with permission to assign Technician.
• The drone Serial number from the ticket (customer should have selected it).
• A technician available to run Receiving checklist and open a Service Order.

The walkthrough#

1. 1

   Acknowledge the ticket

   Open Support → Tickets. Sort by Priority (Urgent first) and filter Status to Open or Reopened. Open the row and read Description — confirm error codes, plot name, and what the pilot already did (RTL, power-cycle, etc.).

2. 2

   Triage and assign

   On Ticket details, verify the Drone serial matches the unit on the bench or in the field. Use Assign to me (support) or set Technician to the bench lead. Change Status from Triage to Open when ownership is clear. Add an internal note if you are waiting on the customer to land the aircraft.

3. 3

   Reply with expectations

   In the conversation thread, click Send a Message. State what you need next (photos, controller error screen, ETA for drop-off) and your target response window per dealership SLA. Keep the first reply under three short paragraphs — the customer is under pressure.

4. 4

   Open a service order

   On the Overview tab, under Service Order, click Create service order. In Create Service Order, confirm the Support Ticket code and optional ERP Quote ID. Click Create Service Order. The ticket now shows Linked service order; status on the order starts Open.

5. 5

   Run receiving checklist and diagnose

   On Service Order Details → Checklist, apply a Receiving template and complete every Photo required item. Save Diagnosis verdict under Actions → Diagnosis, then move status to Diagnosing and In Progress as the repair proceeds. See Handling service orders.

6. 6

   Close the repair loop

   When the drone is ready, finish the Release checklist, capture Customer Signature on Overview, and set the service order to Completed. Return to the ticket: set Status to Resolved, summarize what was fixed, and ask the customer to confirm flight readiness.

7. 7

   Close the ticket

   After the customer acknowledges, set Status to Closed. The customer may see Rate Your Experience — CSAT feeds your dealership scorecard.

Support ticket detail with Urgent priority, technician assignee, and linked service order

SLA reminders#

Priority	Typical dealer target
Urgent	Same business day acknowledgment; same- or next-day repair plan
High	Four-hour acknowledgment; repair plan within 24 hours
Medium / Normal	Next business day

Exact numbers are contractual — post them in your shop so support and technicians quote the same window.

Escalation#

Escalate to your Distributor or GTEEX support when:

• Block Status is factory-locked and you cannot Release drone.
• Multiple drones under one customer fail the same error code (possible firmware campaign).
• The ticket is account-level (billing, access) — reroute using internal process, not a service order.

Related#

• Support tickets · Service orders
• Dealer roles — who triages vs who repairs
• Service order lifecycle