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

Type	When to use
Request	A general service request from the customer
Complaint	The customer is reporting a problem
Service event	A scheduled service event tied to a service plan

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

Priority levels

Low, Medium, High, Critical.

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

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

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.

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.