# Service

# Quick Start / Questions to Ask When Making a Service Ticket

****Quick-Start Overview****

<table id="bkmrk-when-you-need-to%E2%80%A6%C2%A0st"><colgroup><col></col><col></col></colgroup><tbody><tr><td><span style="white-space:pre-wrap;">When you need to… </span>

</td><td>Start here

</td></tr><tr><td><span style="white-space:pre-wrap;">Schedule a tune-up </span>

</td><td>Systems tab, gear icon, then the Visits tab on the resulting ticket.

</td></tr><tr><td><span style="white-space:pre-wrap;">Make a service ticket </span>

</td><td>The customer's account, or the Work Order button on the board.

</td></tr><tr><td><span style="white-space:pre-wrap;">Set up a shift or schedule </span>

</td><td>Admin, then Settings &gt; Shifts, or Admin &gt; Shift Schedules.

</td></tr><tr><td><span style="white-space:pre-wrap;">Review the service board </span>

</td><td>Hamburger menu, then Board.

</td></tr><tr><td><span style="white-space:pre-wrap;">Add or update a part </span>

</td><td>Service, then Parts.

</td></tr><tr><td><span style="white-space:pre-wrap;">Manage or resolve a project </span>

</td><td>Hamburger menu, Service, then All Projects.

</td></tr></tbody></table>

****CORE HABIT:**** Confirm the customer, the concern, and the correct project before scheduling or dispatching a visit.

****1. Questions to Ask Companies (Service Training)****

<table id="bkmrk-question%C2%A0what-to-con"><colgroup><col></col><col></col></colgroup><tbody><tr><td><span style="white-space:pre-wrap;">Question </span>

</td><td>What to confirm

</td></tr><tr><td><span style="white-space:pre-wrap;">True hourly rates </span>

</td><td>Confirm whether the company bills a flat hourly rate for labor.

</td></tr><tr><td><span style="white-space:pre-wrap;">Rate by brand </span>

</td><td>Check if labor or service rates differ across the brands the company

services.

</td></tr><tr><td><span style="white-space:pre-wrap;">Rate by plan or emergency </span>

</td><td>Confirm whether plan members get a different rate than non-plan

customers, and whether emergency calls carry a separate rate.

</td></tr><tr><td><span style="white-space:pre-wrap;">Rate by technician </span>

</td><td>Check whether rates vary by technician.

</td></tr><tr><td><span style="white-space:pre-wrap;">Departments </span>

</td><td>Confirm which trade departments exist: plumbing, HVAC, electrical,

appliance, and vents/metal.

</td></tr><tr><td><span style="white-space:pre-wrap;">Kits vs. hourly billing </span>

</td><td>If the company doesn't bill hourly, confirm whether it bills using kits. Kits

must be set up in the system before use.

</td></tr></tbody></table>

****NOTE:**** Labor rates cannot be used if kits are in use. Invoice codes should mirror the kit in the pricebook.

# Service Board Overview

## Accessing the Board

- <span style="white-space:pre-wrap;">Click the hamburger menu, then click </span>****Board****.

## Table View

- This is the default view.
- Shows the technician's name and job order.

## Calendar View

- Use this to add daily activities and work orders.
- Example: an emergency job comes in and needs to be scheduled:
    - Choose the customer.
    - Choose the date.
    - Type in the concern.
    - Add labels as needed (e.g., "No Hot Water").
- ****All Techs vs. Scheduled Today****<span style="white-space:pre-wrap;"> toggle: view all technicians, or only those scheduled for that day.</span>
- ****Calendar button:****<span style="white-space:pre-wrap;"> selects the date.</span>

## Projects View

- Shows the list of projects technicians are working on.
- <span style="white-space:pre-wrap;">Filter by </span>****Brand****<span style="white-space:pre-wrap;"> and by </span>****Status****<span style="white-space:pre-wrap;"> (Completed, In Progress, Future Work: anything not yet completed).</span>

## Changing the Layout

- Click the horizontal arrows on the left to switch to vertical view, with technicians listed across the top.

## Reassigning or Rescheduling a Job

If an appointment runs long and the next job needs a different tech:

- Click the ticket for the other job.
- Change the technician and date as needed.

# Inventory: Parts

## Navigating to Parts

- <span style="white-space:pre-wrap;">Go to </span>****Service****.
- <span style="white-space:pre-wrap;">Go to </span>****Parts****.
- Existing parts from the migration may already be on the list.

## Adding a New Part

- <span style="white-space:pre-wrap;">Click </span>****Add New Part****.
- Write in the part name.
- Write in the supplier.
- Write in the shelf location in the parts room.
- Add any additional description.
- Write in the sell price and buy price.
- Add inventory info to make ordering easier (optional; no issues if skipped).

## Updating a Part

- Click the edit pencil button and update.

# Managing Projects / Non-Associated Concerns

1. <span style="white-space:pre-wrap;">Click the hamburger menu, select </span>****Service****<span style="white-space:pre-wrap;">, then click </span>****All Projects****.
2. Use the brand dropdown to switch between brands.
3. Use the status dropdown to view projects by status:

<table id="bkmrk-statusmeaningallsee-"><colgroup><col></col><col></col></colgroup><tbody><tr><th>Status

</th><th>Meaning

</th></tr><tr><td>All

</td><td>See all projects

</td></tr><tr><td>Completed

</td><td>See completed projects

</td></tr><tr><td>Future Work

</td><td>Projects that aren't completed; a technician has done work, but the issue isn't fixed and requires a follow-up visit

</td></tr><tr><td>In Progress

</td><td>Projects currently being worked with a technician on-site

</td></tr></tbody></table>

4. After selecting a status, adjust the date range to the dates you're looking for.
5. <span style="white-space:pre-wrap;">Use </span>****Columns****<span style="white-space:pre-wrap;"> to select which filter information displays. Click </span>****Reset****<span style="white-space:pre-wrap;"> to restore default filters.</span>
6. Click the expand arrow icon to open a project.
7. <span style="white-space:pre-wrap;">To get an invoice, or to merge, split, or cancel a project, use the corresponding button next to </span>****Resolve****.
8. <span style="white-space:pre-wrap;">To add another concern to the project, click </span>****Concerns****<span style="white-space:pre-wrap;">, then </span>****Add New Concern****.
9. <span style="white-space:pre-wrap;">Click the green </span>****Resolve****<span style="white-space:pre-wrap;"> button to close out a project.</span>

# Managing Non-Associated Concerns

- <span style="white-space:pre-wrap;">Toggle over from </span>****Projects****<span style="white-space:pre-wrap;"> to </span>****Non-Associated Concerns****<span style="white-space:pre-wrap;"> in the </span>****All Projects****<span style="white-space:pre-wrap;"> tab.</span>
- These are concerns that do not have a project attached.
- If a customer makes a service request on the customer portal, this is where it will live.
- Once you create a project for the concern, it will leave this list.

# Shift Schedule

## Creating Shifts

1. <span style="white-space:pre-wrap;">Click the hamburger menu, then </span>****Admin****<span style="white-space:pre-wrap;">, then </span>****Settings****.
2. <span style="white-space:pre-wrap;">In Settings, go to </span>****Shifts****.
3. Add shifts based on: name, type (Typical, Vacation, Sick, Holiday, etc.), department, start time (including incentive hours, if applicable), and season.
4. <span style="white-space:pre-wrap;">Mark the shift as </span>****Active****.

> ****REMINDER:****<span style="white-space:pre-wrap;"> Repeat this for each start time, even if they're only 15 minutes apart.</span>

## Creating Shift Schedules

1. <span style="white-space:pre-wrap;">Go back to the hamburger menu, then </span>****Admin****<span style="white-space:pre-wrap;">, then </span>****Shift Schedules****.
2. <span style="white-space:pre-wrap;">Add shifts for each employee, using </span>****Add Typical Shift****<span style="white-space:pre-wrap;"> for a recurring, constant shift, </span>****New Shift****<span style="white-space:pre-wrap;"> for a one-time shift, or </span>****Edit Shifts****<span style="white-space:pre-wrap;"> to edit existing shifts.</span>
3. Change the employee using the dropdown menu.

Once employees are added, they'll be available to add to the board for service and deliveries.

# Scheduling the Visit / invoicing ticket

# Making a Ticket

## From the Office

- <span style="white-space:pre-wrap;">Two ways: from the customer's account, or from the </span>****Work Order****<span style="white-space:pre-wrap;"> button on the board. Work Orders are only handy if you know the technician, the date, and time. </span>
- ****Best practice:****<span style="white-space:pre-wrap;"> create it from the </span>****customer's account.****<span style="white-space:pre-wrap;"> This shows visit history and any open projects.</span>

## From the Field (On-Call Technician, via the App)

- Search for the customer.
- <span style="white-space:pre-wrap;">Tap </span>****Create Emergency Ticket****.
- Add the concern and submit.
- The ticket appears on the technician's board/job list.

1. Go to the customer's account.
2. <span style="white-space:pre-wrap;">Click </span>****Service****.
3. <span style="white-space:pre-wrap;">Click </span>****Add Concern****.
4. Add a project on the same concern.
5. <span style="white-space:pre-wrap;">Click </span>****Visits****, then click the service ticket number.
6. Schedule the date and arrival window.
7. Add labels.
8. Add notes.
9. Add parts, if applicable.
10. <span style="white-space:pre-wrap;">Set the status to </span>****Ready for Dispatch****.

> ****STATUS FLOW:****<span style="white-space:pre-wrap;"> As the technician works the job, status updates automatically: </span>****In Progress → Completed → Checked****.

## Managing Visits Within a Project

- <span style="white-space:pre-wrap;">To add multiple visits to one project, click </span>****New Visit****<span style="white-space:pre-wrap;"> in the open project</span>
- You can merge or split a project.
- Add the part and quantity as needed.
- <span style="white-space:pre-wrap;">The </span>****Financials****<span style="white-space:pre-wrap;"> tab is where the system automatically processes billing information.</span>

## While the Technician Is On-Site

- The technician has access to the ticket and records all information here.
- <span style="white-space:pre-wrap;">They update the status from </span>****In Progress****<span style="white-space:pre-wrap;"> to </span>****Work Performed****<span style="white-space:pre-wrap;"> to </span>****Complete****.
- <span style="white-space:pre-wrap;">To resolve a ticket, go to </span>****Overview****<span style="white-space:pre-wrap;"> and click the green </span>****Resolve****<span style="white-space:pre-wrap;"> button to close it out.</span>

## Billing

- <span style="white-space:pre-wrap;">Click into </span>****Future Work****<span style="white-space:pre-wrap;">, then </span>****Financials****, to see the amount of work performed.
- Note whether the work is billable and generate the invoice.
- Add any additional parts or an emergency visit fee to the invoice.
- <span style="white-space:pre-wrap;">Once ready to bill, mark as </span>****Checked****<span style="white-space:pre-wrap;"> and post the bill.</span>
- If the customer is on auto-billing, their card or ACH will be charged automatically.
- <span style="white-space:pre-wrap;">If you need to mail the invoice instead, click </span>****View Bill****<span style="white-space:pre-wrap;"> and mail it.</span>