Service Quick Start / Questions to Ask When Making a Service Ticket Quick-Start Overview When you need to…  Start here Schedule a tune-up  Systems tab, gear icon, then the Visits tab on the resulting ticket. Make a service ticket  The customer's account, or the Work Order button on the board. Set up a shift or schedule  Admin, then Settings > Shifts, or Admin > Shift Schedules. Review the service board  Hamburger menu, then Board. Add or update a part  Service, then Parts. Manage or resolve a project  Hamburger menu, Service, then All Projects. CORE HABIT: Confirm the customer, the concern, and the correct project before scheduling or dispatching a visit. 1. Questions to Ask Companies (Service Training) Question  What to confirm True hourly rates  Confirm whether the company bills a flat hourly rate for labor. Rate by brand  Check if labor or service rates differ across the brands the company services. Rate by plan or emergency  Confirm whether plan members get a different rate than non-plan customers, and whether emergency calls carry a separate rate. Rate by technician  Check whether rates vary by technician. Departments  Confirm which trade departments exist: plumbing, HVAC, electrical, appliance, and vents/metal. Kits vs. hourly billing  If the company doesn't bill hourly, confirm whether it bills using kits. Kits must be set up in the system before use. 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 Click the hamburger menu, then click 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 toggle: view all technicians, or only those scheduled for that day. Calendar button: selects the date. Projects View Shows the list of projects technicians are working on. Filter by Brand and by Status (Completed, In Progress, Future Work: anything not yet completed). 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 Go to Service. Go to Parts. Existing parts from the migration may already be on the list. Adding a New Part Click 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 Click the hamburger menu, select Service, then click All Projects. Use the brand dropdown to switch between brands. Use the status dropdown to view projects by status: Status Meaning All See all projects Completed See completed projects Future Work Projects that aren't completed; a technician has done work, but the issue isn't fixed and requires a follow-up visit In Progress Projects currently being worked with a technician on-site After selecting a status, adjust the date range to the dates you're looking for. Use Columns to select which filter information displays. Click Reset to restore default filters. Click the expand arrow icon to open a project. To get an invoice, or to merge, split, or cancel a project, use the corresponding button next to Resolve. To add another concern to the project, click Concerns, then Add New Concern. Click the green Resolve button to close out a project. Managing Non-Associated Concerns Toggle over from Projects to Non-Associated Concerns in the All Projects tab. 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 Click the hamburger menu, then Admin, then Settings. In Settings, go to Shifts. Add shifts based on: name, type (Typical, Vacation, Sick, Holiday, etc.), department, start time (including incentive hours, if applicable), and season. Mark the shift as Active. REMINDER: Repeat this for each start time, even if they're only 15 minutes apart. Creating Shift Schedules Go back to the hamburger menu, then Admin, then Shift Schedules. Add shifts for each employee, using Add Typical Shift for a recurring, constant shift, New Shift for a one-time shift, or Edit Shifts to edit existing shifts. 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 Two ways: from the customer's account, or from the Work Order button on the board. Work Orders are only handy if you know the technician, the date, and time. Best practice: create it from the customer's account. This shows visit history and any open projects. From the Field (On-Call Technician, via the App) Search for the customer. Tap Create Emergency Ticket. Add the concern and submit. The ticket appears on the technician's board/job list. Go to the customer's account. Click Service. Click Add Concern. Add a project on the same concern. Click Visits, then click the service ticket number. Schedule the date and arrival window. Add labels. Add notes. Add parts, if applicable. Set the status to Ready for Dispatch. STATUS FLOW: As the technician works the job, status updates automatically: In Progress → Completed → Checked. Managing Visits Within a Project To add multiple visits to one project, click New Visit in the open project You can merge or split a project. Add the part and quantity as needed. The Financials tab is where the system automatically processes billing information. While the Technician Is On-Site The technician has access to the ticket and records all information here. They update the status from In Progress to Work Performed to Complete. To resolve a ticket, go to Overview and click the green Resolve button to close it out. Billing Click into Future Work, then 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. Once ready to bill, mark as Checked and post the bill. If the customer is on auto-billing, their card or ACH will be charged automatically. If you need to mail the invoice instead, click View Bill and mail it.