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Contact UsAnswer work requests
Requests holds the work your customers send you. Admins accept it onto the location's next visit, decline it with a reason, or cancel it later.
A request is a customer asking you to take something on. Requests keeps every one in a single queue, longest wait first, so nothing sits unanswered.
What you'll need
- A Service Partner Admin account to accept, decline, or cancel. Technicians can read the requests for the locations they're assigned to, without the buttons.
Read a request
Select Requests in the sidebar. The tabs are the status:
| Tab | What's in it |
|---|---|
| Pending | Waiting on you, longest wait at the top |
| Accepted | Booked onto a visit and not done yet |
| History | Completed, declined, or cancelled, newest first |
Select a row to open it. You'll see the REQ number, the customer's priority, their description, and the attention item or service it's about. Select that record for its full details.
Accept or decline
To accept a request, open it on Pending and select Accept - Add to the next visit. It moves to Accepted and appears under Work Requests on that location's next visit.
To decline a request:
- Open it on Pending and select Decline.
- Type why. The customer reads your reason exactly as you write it.
- Select Decline request.
Cancel an accepted request
To take accepted work back off the visit:
- Open it on Accepted and select Cancel this request.
- Type why, then select Cancel request. Keep it closes the box without changing anything.
It moves to History and comes off the next visit. The customer sees it as cancelled, with your reason, and can send it again.
Undo a decision
Right after you accept, decline, or cancel, a strip above the list says what you did. Select Undo to put the request back where it was. The strip goes away once you switch tabs or make another decision.
To find a request, search by title, company, location, person, or REQ number. Filter narrows by type, company, or location, and on History by date and status.
- When the visit holding an accepted request is completed, the request moves to History as completed.
- If someone's already working a visit at that location, an accepted request joins that visit.
- Undo puts the request back, but the emails and push notifications already sent about it aren't recalled.
Common questions
Can a Technician accept a request?
No. Only Service Partner Admins accept, decline, or cancel. Technicians see the requests for their assigned locations.
Can the customer cancel a request?
Yes, while it's still Pending. Once you've accepted it, they're asked to contact you instead.
Which priority should we go by?
Both are shown. The badge on the linked record is its current condition, such as Critical or Past Due. Customer priority is what the customer picked when they sent it.