Verkada Operations User Guide

This guide outlines the key steps and best practices for configuring alerts and managing tickets within Verkada Command. Following these guidelines helps your security operations team work efficiently, maintain a clear audit trail, and respond to incidents with speed and accuracy.

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Enable Operator view

Organization Admins must enable the Operations feature within the Alert inbox before you can see the Operator view.

1

On the Command homepage, left navigation, click Alerts .

2

In the top right, click .

3

Toggle on Enable Operations.

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Roles and Permissions

Access to the Operator view is determined by role permissions:

Organization Admins

• Have full, unrestricted access by default

• Can claim, manage, add notes, release, reopen, and close any ticket (including those claimed by others)

Operator Admins

• Have the same full permissions as Organization Admins within Verkada Operations

• Ideal for security managers who need full operational control without org-wide admin rights

Operators

• Have limited permissions focused on ticket handling

• Can claim, investigate, and close their own tickets

• Cannot close tickets claimed by others or access alert configuration and admin settings

Feature	Org Admin	Operator Admin	Operator Role
Enable operations	✅	✅	❌
Manage operators	✅	✅	❌
Manage alerts routed to operations	✅	✅	❌
Export ticket CSV	✅	✅	❌
Manage tickets owned by other users	✅	✅	❌
Claim tickets / Close owned-tickets	✅	✅	✅
Add comments to tickets	✅	✅	✅
Add tags to tickets	✅	✅	✅
Share claimed tickets	✅	✅	✅

Grant permissions

User page

1

In Verkada Command, go to All Products > Admin.

2

Under Admin > Users & Permissions, click Users.

3

Select a user to grant permissions.

4

Next to Command Roles, click >.

a. Select Operator Admin or Operator. b. Click Apply Changes.

Operators page

1

On the Command homepage, left navigation, click Alerts.

2

In the top left, click > Operators.

3

Search for users or groups and assign the appropriate role.

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Configure alerts for ticketing

Org Admins or Operator Admins can route alerts directly into the Operations ticketing queue. The alert will generate a ticket in Operator view whenever it is triggered.

1

On the Command homepage, left navigation, click Alerts.

2

Select the alert you want to route.

3

Click Edit Alert.

4

Under Response, select Operations.

5

Toggle on Route to Operations.

6

Under Ticket Instructions:

a. Add alert-specific instructions to guide operators when responding to the resulting tickets. b. Click Done.

Integrate Operations with New Alarms

Operator view can manage New Alarms events by routing them directly into the operators’ queue.

1

On the Command homepage, left navigation, click Alerts.

2

Under the Operator View, in the top right, click .

3

Toggle on Route Alarm Incidents.

Note: This toggle applies to all sites configured with New Alarms.

Once enabled:

• Each New Alarm raised event automatically generates a corresponding ticket in the Operator view queue.

• Operators can claim tickets, review the associated clip, and investigate the incident.

• Select Investigate to open the alarm detail page and review all related information. From there, you can dispatch emergency services or resolve the alarm based on the severity of the incident.

Add instructions

When routing an alert, you can add custom ticket instructions to guide operators through their response and investigation. Clear, actionable instructions ensure consistent and effective incident handling.

• Be specific and action-oriented: Use precise verbs (e.g., Verify, Contact, Dispatch, Document).

• Define escalation paths: Identify who to contact if escalation is needed.

• Keep it concise: Use short, direct steps and simple language.

• Include links or numbers: Add relevant hyperlinks or phone numbers for quick action.

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Tickets management

Claim tickets

When an alert triggers, a ticket appears in the Operator view queue.

1

On the Command homepage, left navigation, click Alerts.

2

Select the Operator tab.

a. Select the ticket you want to claim. b. Click Claim to assign the ticket to yourself.Note: Once claimed, the ticket cannot be claimed by anyone else.

3

The Activity Log updates with "Claimed by [Operator Name]" to record the action.

Manage tickets

1

Read Instructions: These serve as the ticket’s SOP (standard operating procedure).

2

Analyze the video: Watch the full event clip. In the bottom right, select a clip to open the full-screen history player.

3

Review video feeds: Toggle between Event Clip and Live to see current activity.

4

Use Multiple Views: For complex alerts (e.g., License Plate Recognition), switch between camera views, map view, and close-ups to gather context.

Activity Log

The Activity Log is the official, time-stamped record of the incident. A detailed log is critical for audits, post-incident reviews, and team collaboration. Add notes in real-time to document all actions and communications. Use the text box to leave notes for other operators or managers to review investigations in real-time.

Examples:

• "Verified LPR match. Dispatched local police."

• "Contacted Michael Scott via radio. En route to investigate."

Tags

Tags make it easy to categorize, search, and analyze tickets.

Apply relevant tags (e.g., Dispatch, False Alarm, Guard Notified, Maintenance Required, LPR-BOLO).

At the top, click Tag and search for or create new tags.

Establish a consistent tagging system across your organization for uniform data collection and reporting.

Filters

Operators and Admins can filter tickets by UID, site, event type, product, status (unclaimed, in progress, closed), or operator. Filters help manage workload and focus on active tickets.

In the top right, click to access filters.

Share tickets

You can send a secure link to a ticket to internal colleagues or external partners, including law enforcement or on-site guards. Shared tickets support real-time note updates and media uploads, allowing seamless coordination between field personnel and centralized security teams.

1

Click Share on a claimed ticket to open the sharing modal.

2

Enter a phone number, email address, or select an existing contact from Command.

3

Choose the access duration in hours or days.

4

(Optional) Add instructions to include with the shared ticket.

Use external contacts to share relevant tickets with non-Command users. See Configure External Contacts for more information.

Resolve ticket

Close a ticket once an incident is fully handled and documented to remove it from the active queue and mark it as resolved.

Need more help? Contact Verkada Support.