Running a service call from the first phone call through to invoicing — what each person does, what the stages mean, and the timing we hold to.
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The flow, start to finish
Every job moves left to right. One person hands it to the next; the stage badge always shows where it is.
Call in
Log the call
Office
Received
Fill dispatch sheet, assign a tech
Dispatcher
In Progress
Do the work, fill the form
Technician
For Review
Review & send to invoicing
Dispatcher
Archived
Office invoices the customer
Office
Two roles, two jobs
The Dispatcher your main job
You own the ticket from the call until it's handed off for invoicing.
Log the call. Click + Log a call, pick the call type (Service / Parts / Sales / Other), start typing the company to pick from the customer list, then add the contact, phone & a short summary. Optionally route it to a dispatcher. This creates the ticket in Received.
Fill the dispatch sheet. Open the ticket and complete the dispatch sheet — company, site contact, site phone, site name, requested by, site & billing address, PO number, location URL, and the "Customer requested service" note for the tech.
Assign the tech. Set the Lead tech (and 2nd tech if needed) under Assignment. This dispatches the job — it moves to In Progress, stamps the dispatch time, starts the clock, and notifies the technician.
Review the finished work. When the tech submits, it lands in For Review. Open Service form (internal) to check their description, parts, labor & photos. Clarify or correct anything that's off — or use Send back to tech if more work is needed.
Send to invoicing. When it's right, hit Submit to invoicing. That notifies the office and closes the ticket. Open Service report (external) to print the priced report for the customer.
The Technician in the field
You get the dispatched job, do the work, and write it up.
Open your assigned ticket. It'll be In Progress. The top shows what the customer needs and the dispatcher's note.
Log your work in the Service form. Fill the Description of service, Parts used (qty / category / part # / description), Labor times (depart / arrive / leave / arrive back — the total calculates itself), and any Action items for follow-up.
Add photos. Use Photos for parts you couldn't identify (with a description), and Before / after photos at the bottom for the site and the work.
Watch your clock. The Date of service fills in the first time you log labor. You have 3 business days from that date to submit — the "Report due" chip shows where you stand.
Submit it. When the write-up is complete, hit ✓ Submit for review to hand it to the dispatcher. Need to pause for parts or access? Use Mark delayed (with a reason).
What each stage means
Received
Dispatcher
The call is logged and the ticket exists. The dispatcher fills the dispatch sheet and assigns a tech.
In Progress
Technician
A lead tech is assigned and the job is theirs. They travel, do the work, and write up the service form. The clock is running.
For Review
Dispatcher
Field work is done and submitted. The dispatcher (Director of Lifecycle Services) audits the form and completes any open items.
Delayed
Anyone
On hold — parts, customer access, weather, etc. Requires a reason; can carry an expected-return date and auto-resumes.
Archived
Office
Sent to invoicing and closed. The job is filed; the office invoices the customer in the billing system.
The two forms & the office
Service form (internal)
The full work sheet — dispatch info plus everything the tech recorded. This is what the dispatcher reviews. Prints to PDF.
Service report (external)
The customer-facing, priced version — parts, labor (hours × rate), travel, and a total. Prints to PDF for the customer.
The office (invoicing)
When a job is submitted to invoicing, the office is notified and a job appears in their queue. Invoicing & payment happen in the billing system — not here.
Timing we hold to
Goal: every job from dispatch to invoiced in 14 days or less.
Operational
Variable
From dispatch through the field work. No countdown while scheduling or traveling.
Report due
3 business days
The tech submits the write-up within 3 business days of the date of service.
Audit
7 business days
The dispatcher reviews and sends to invoicing within 7 business days.
Good to know
The status pills are just a progress indicator — you move a ticket with the action buttons (Assign a tech, Submit for review, Submit to invoicing), not by tapping the pills.
The forms appear at For Review. Both the internal form and the external report show up once a ticket reaches the review stage, ready to print.
Nothing gets lost. "Mark delayed," "Send back to tech," and "Archive" sit just below the main buttons when you need them.
Photos: unidentified-parts photos go in the Service form; before/after and site shots go in the block at the bottom of the ticket.
Everything syncs live across everyone's screens — no saving, no refreshing. Open this guide anytime from the ? How it works link in the header.