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.