Abrir chamado pelo celular

What happened, the details and (if it makes sense) the customer. A fifteen-field form does not get filled in in front of the elevator — and the ticket that is not opened right there is the ticket that does not exist. The rest belongs to the coordinator, on the big screen, where they have the context to categorize.

Opening a ticket in the hands of whoever is in the field: what happened, the details, the customer and the priority — three fields, to be filled in standing up. Right below, the tickets the person opened themselves, so they can see it got in. — this is the role of the "Open ticket (mobile)" screen within the platform.

Low, medium or high — three buttons, no combo, because the screen was made to be filled in standing up. The priority you mark is your sense of urgency as someone who saw the problem up close: it guides whoever triages the ticket in the first stage of the workflow, but it does not replace the full classification (severity, impact, SLA), which is done at the desk. If in doubt between medium and high, ask yourself: is someone stopped or something at risk right now? If so, high — and describe in the description field what is stopped.

The initial status is not a fixed word: it comes from the ticket workflow your company has configured, the first in the order. If it were hard-coded, the ticket would be born in a state your board does not recognize — it would exist and not appear in any column.

Because it is what makes you trust that it got in. Without seeing the ticket appear with a number, the natural tendency is to send a message to the coordinator "just to be sure" — and then there are two versions of the same problem, one of them outside the system.

"I saw a problem here, where do I take it?" — when this question comes up, this is the screen that answers it.

No — the customer combo has the "no customer" option, for an internal problem or for when you don't know whose equipment it is. But choosing the customer when you can shortens triage: whoever receives the ticket already knows the contract, the address and the history involved, instead of starting an investigation. The combo has text search, so typing three letters of the name is usually enough — faster than scrolling the list standing up, with the phone in one hand.