Four-Ticket Phone Limit for Standard Locate Requests

Beginning September 1, 2026, Colorado 811 will limit non-emergency, non-damage locate ticket submissions to four (4) planned locate request tickets per agent-assisted phone call. This limit applies only to the number of standard planned locate tickets that can be handled during one phone call. It does not limit the total number of locate requests an excavator may submit.

This change is designed to help callers reach Colorado 811 agents faster when phone assistance is needed, reduce hold times, and keep agents available for urgent, complex, limited, non-standard, emergency, and damage-related needs.

• Excavators may submit up to four (4) standard planned locate request tickets during one agent-assisted phone call.
• The limit applies to non-emergency and non-damage tickets only.
• Emergency and damage tickets are not included in this phone ticket limit.
• Excavators who need more than four (4) standard planned locate tickets may use Colorado 811 online ticket entry when eligible or reenter the phone queue as directed by an agent after completing the first four tickets.
• Online ticketing remains available for planned, larger-volume, or recurring locate request activity.

High-volume locate ticket entry and management calls can keep Colorado 811 agents on the phone for extended periods, in some cases increasing hold times and making it harder for other callers to reach Colorado 811 quickly for urgent or complex matters. The four-ticket phone limit helps create a more balanced phone experience for all users while supporting safer and more efficient damage prevention.

The goal is not to slow excavation work or reduce the number of locate requests submitted. The goal is to improve phone access, encourage better planning for high-volume ticket activity, and support locate requests that are tied more closely to active excavation timelines.

Like many other 811 Centers across the nation that already use this type of process, Colorado 811 encourages professional and high-volume users to use online ticket entry and management whenever possible or plan to reconnect with an agent in smaller batches of standard planned tickets.

• You can still submit all eligible locate requests you need.
• If you are submitting more than four (4) standard planned tickets, plan ahead and consider using online ticket entry when possible.
• Online ticketing can help reduce phone wait times and gives professional users more flexibility for higher-volume work.
• Submit locate requests closer to when work is expected to begin so tickets better reflect active excavation plans.
• Continue to call 811 or 800-922-1987 for emergency, damage, complex, or time-sensitive needs that require phone assistance.

1. Review how your team currently submits locate requests by phone.
2. Identify staff, crews, contractors, or administrative users who regularly submit more than four tickets by phone and consider small-batch ticket management for planned locate ticket submissions.
3. Prepare to use online ticketing for larger or recurring ticket volumes whenever possible to save time and reduce phone delays.
4. Allow additional time if you choose to submit more than four (4) standard planned tickets by phone and need to reenter the phone queue after the ticket limit is reached.
5. Share this change with project managers, field crews, office staff, and anyone responsible for submitting locate requests.

Colorado 811 encourages professional excavators and high-volume users to use the Colorado 811 Exactix Ticketing System for high-volume, non-emergency, non-damage planned ticket management. The online system helps eligible users save time by supporting faster self-service for standard ticket submissions and management, with improved communication, mapping tools, attachments, and access to locate ticket update information.

• Submit and manage higher-volume locate ticket requests online.
• Easily check ticket status and positive response information online.
• Use mapping tools and attachments to improve communication.
• Reduce phone wait times for planned ticket activity.
• Access support resources through the Colorado 811 Exactix Knowledge Base.
• Complete required training if needed. Full online ticketing functionality requires an Exactix user account, training, and a competency exam.

Will I still be able to submit all the tickets I need?

Yes. This change limits the number of standard locate tickets that can be submitted during one agent-assisted phone call. It does not limit the total number of locate requests an excavator may submit.

Will this slow down my project?

The intent is not to slow down work. The change is intended to keep phone access available for all callers and encourage higher-volume users to use online tools or plan ticket submissions in smaller batches.

What if I have a large or ongoing project?

Large projects can still be supported through multiple tickets. Plan ticket submissions so requests are connected to the timing and location of active work. For larger or recurring ticket volumes, online ticket entry is encouraged whenever possible; if you prefer phone assistance, plan for additional time to reenter the phone queue and reconnect with an agent after each four-ticket call.

Does the limit apply to emergency or damage tickets?

No. Emergency and damage tickets are not included in the four-ticket phone limit. Continue to call 811 or 800-922-1987 for emergency or damage situations.

Why can’t high-volume callers continue submitting many tickets by phone?

Calls with high ticket counts can keep an agent occupied for a long time, reducing access for other callers. The four-ticket limit helps keep phone service available and responsive for everyone, especially during busy call periods and for urgent, complex, limited, or time-sensitive needs.

What if I am not in a rush and prefer not to use the online system?

You can still be reentered into the phone queue after completing the four standard planned tickets per call and continue working with agents in the same increments after each four-ticket call.

• The four-ticket phone limit begins September 1, 2026.
• The limit applies only to standard, non-emergency, non-damage planned locate tickets submitted by phone with an agent.
• Emergency and damage tickets are not included in the limit.
• Excavators can still submit all eligible locate requests they need.
• Online ticketing is recommended for higher-volume, planned, or recurring ticket activity.
• Users who prefer phone assistance may reenter the phone queue after completing each four-ticket call.
• This change helps improve phone access, reduce hold times, and support safer, more efficient damage prevention.

Are you a professional user and need online system training? Colorado 811 is delighted to offer online ticket system training. Don’t have an online professional user account? Sign up today.

Full online ticketing functionality requires an Exactix user account, training, and a competency exam.

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