Customer Requests
A customer request is an incoming report from a customer — a complaint, a service event, or a general request for work. It sits one step before a job: someone reports an issue, you log it here, and then create a job from it.
Request types
Section titled “Request types”| Type | When to use |
|---|---|
| Request | A general service request from the customer |
| Complaint | The customer is reporting a problem or dissatisfied with previous work |
| Service event | A scheduled service event tied to a service plan |
Request statuses
Section titled “Request statuses”| Status | Meaning |
|---|---|
| New | Just logged, not yet reviewed |
| Planned | Being reviewed |
| Assigned | A technician or crew has been assigned |
| In progress | Work is underway |
| Completed | The request has been resolved |
| Cancelled | No action will be taken |
Like job statuses, these are configurable by company admins under Company Settings → Job & Request Statuses, using the same mechanism: statuses can be renamed, added, deactivated, or restricted to only allow certain transitions. If your team has restricted which status can follow which, a request can only move to one of the allowed next statuses. “New” is the only status that can’t be deleted, since it’s the default for newly logged requests.
Priority levels
Section titled “Priority levels”Low, Medium, High, Critical.
What a request links to
Section titled “What a request links to”- Customer — who submitted the request
- Contact — the specific person who called or wrote in
- Address — where the work needs to happen
- Project — if this request is part of a larger project
- Contract — the specific service contract this falls under
- Installed equipment — the specific device being reported
- Service plan — if triggered by a scheduled service plan occurrence
If you select a contract or installed equipment, the project must also be set, and the contract must belong to that project.
Preferred dates
Section titled “Preferred dates”You can record up to two preferred dates from the customer. These don’t create calendar events automatically — they’re reference dates for scheduling.
Creating a job from a request
Section titled “Creating a job from a request”Once reviewed and scheduled, create a job linked to the request. The job picks up the customer, address, and other details from the request. One request can generate multiple jobs if the work spans multiple visits.
Who can see and edit requests
Section titled “Who can see and edit requests”All dispatchers and employees can see and open every customer request — there’s no per-request visibility restriction the way there is for jobs. Dispatchers can edit any request. Employees can edit only the requests they created themselves; requests created by someone else open in read-only view for them.
Tabs on the request record
Section titled “Tabs on the request record”Edit — all the main fields described above.
Jobs — the job(s) already created from this request, with their status, priority, project, and scheduled start. You can add another job straight from this tab if the work needs more than one visit.
History — audit trail of changes to the request.
Searching and filtering
Section titled “Searching and filtering”Search works across: summary, notes, customer name, contact name, address, project code/name, contract code/name, equipment name and serial number, customer tags.
You can also filter by tag and by “created by me”. The list can be exported with customer, request summary, contact, status, priority, dates, and preferred dates.