Introducing Operator View, New Ticketing Functionality in Command

We're excited to announce that the Alerts page within Verkada Command has now expanded to include a new ticketing functionality, called Operator View. Now, when Command admins click into their organization's Alerts page settings, they will see a toggle option called “Verkada Operations.” When enabled, this transforms the Alert Inbox into a centralized, ticket-based system that tracks alerts through a structured workflow. There, security teams can investigate, share, and resolve alerts more efficiently from start to finish.

Review Tickets in One Location

When an alert is generated, a ticket is automatically created in the Operator View queue, which can then be claimed and investigated. Each ticket provides context for the event, such as related video footage, location, and event details. The review step provides security professionals with context to make decisions about ticket assessment and response. Security responders can claim tickets, evaluate their severity, and determine the appropriate course of action all within a centralized interface.

Route Tickets 

Once a ticket has been reviewed, security teams can assign it to the appropriate responder. Ticket claiming and sharing tools allow distributed organizations to collaborate, ensuring that each incident reaches the individual or team best equipped to handle it, such as internal security personnel, contracted security teams, law enforcement, or other specialized responders. Tickets can be shared for a set amount of time (e.g., 1 hour), can include a specific standard operating procedure (SOP) for the recipient to follow, and can be shared with individuals without a Command login, making it even easier to collaborate with external responding agencies.

Customizable SOPs and resolution instructions guide responders through predefined processes, supporting streamlined operations and improved incident response times. This structured routing capability is particularly valuable for large organizations managing security across multiple distributed sites, where consistent processes and clear ownership are essential for effective incident management.

Take Action  

Shared tickets can be opened by individuals without a Command login. When opened, these tickets enable responders to review event footage, details, and response instructions in one centralized location. The activity log provides responders with a dedicated area to add comments and take a picture using their mobile phone, creating a comprehensive record of all response activities and communications. 

Resolve Tickets  

After a ticket has been responded to, security teams can mark incidents as closed once appropriate action has been taken, creating a timestamped audit trail from alert to resolution. These logs can help maintain compliance requirements, facilitate security audits, and contribute to operator training for improved future responses. For deeper analysis, ticket data can also be exported via CSV. This helps provide insights into operator efficiency, such as time elapsed to close tickets, high-performing operators, and other metrics that can be used to optimize security operations. 

Availability

Operator View will be available in Command on October 9, 2025. To learn more, contact your Verkada sales representative or reach out to get a personalized demo at [email protected].