Service requests
A service request is a customer raising their hand: a bed needs mulch, a branch came down, they’d like a quote for something new. They come in through the customer portal and land in one queue instead of scattering across voicemail, text and email.
Professional and up (serviceRequests). Requires service-requests.view;
changing status needs service-requests.edit.
Where they come from
Customers submit them from the customer portal. They choose a property, describe what they need, and set how urgent it is.
Working the queue
Open Service Requests in the sidebar. The status cards at the top double as filters — click Pending to see only what hasn’t been looked at.
Open a request
You get the description, the property, the urgency the customer chose, and who asked.
Decide
Move it to Reviewed while you work out scheduling or pricing, Scheduled once there’s a job for it, or Declined if it isn’t something you’ll do.
Leave a note
The notes field is internal — the customer doesn’t see it. Use it for “quoted 3/14, waiting on their approval” so the next person isn’t guessing.
Turning one into work
A request isn’t a job. When you decide to do the work, create the job or estimate as you normally would, then mark the request scheduled. The request stays as the record of how the work came in.
Tips
- Answer quickly, even to say no. A customer who submits a request and hears nothing goes back to calling.
- Watch the urgency field, but don’t trust it blindly. Everything is urgent to the person asking. The description tells you more.