Service calls and appointments

Service Calls schedules work at the customer's location. Appointments handles drop-offs, pickups and consultations booked at your shop. Both are under Operations.

Service calls

The screen has three views: Map, Calendar and List. Filter any of them by date range (today, this week, this month), status and technician, or search by number, customer, address, title or technician.

The counters at the top show visits on site today, this week, scheduled visits and visits completed this month.

Booking a call

1. Click Book call, or the + on a calendar day.
2. Set the priority, a title and the reason for the visit.
3. Assign a technician, the date and time, the duration and how long before the visit to send a reminder.
4. Link the customer and, if it relates to one, a repair ticket.
5. Enter the site address.

Manage your technicians and their colours with Technicians.

On site

A call moves through Scheduled, En route, On site and Completed (or Cancelled). On site, the technician adds photos and a call-out rate, and the customer signs on the screen. Confirming the signature completes the call and records who signed and when.

Reminders and calendar feed

Reminder emails go to the technician, and to the customer when one is linked, before the visit. They need the service-call reminder job in Scheduled jobs.

Subscribe iCal gives you a private calendar feed of your service calls for Google Calendar, Outlook or Apple Calendar.

Appointments

Customers request appointments from the booking page on your website and from the client portal. Requests wait in a queue:

• Approve a request and assign a technician. The customer is emailed a confirmation and gets reminders.
• Decline it with a reason, which is sent to the customer.
• Send reminder re-sends a reminder for a confirmed booking.

Staff can also book an appointment directly with Book. Those are confirmed straight away.

Settings & Secrets › Appointments & Booking controls online booking: slot length, buffer between appointments, the maximum per day, how far ahead and how close to the time customers can book, the booking days and the reminder lead time.

Appointment reminders go out 24 hours and 1 hour before the booking, through the appointment reminder job in Scheduled jobs.