Service Requests

The Service Requests section is where your customer can request service for their equipment and view the status for each request (i.e. Work Order Opened, Pending, etc.). To view the request details, click the respective Request ID number or click the three vertical dots and select Details.

Like that of HQ, there are icons throughout the portal that allow users to enable/disable filters, to export the data in the table to a .csv file, and to hide/unhide and arrange the columns in the table and to request a Repair/PM click the plus sign (+).

Within the Service Request details you can view/upload attachments, cancel the request, and add a comment to the dealer (i.e., Can I get an ETA for when the tech will be here to fix this?). You the Dealer can view/update this request in HQ/Service/Work Order Requests by clicking the three vertical dots, then click Details. 

In HQ, the dealer can create a work order or link a work order to the request which will then update the work order number in the customer portal. NOTE: If integrated, you will create the work order in your business system, then link the respective work order. 

The Quote Requests includes a Status field that indicates the current status of the request, specifying whether the request is Pending, Request Received, Need More Info, Assigned, Wor Order Opened, Completed, or Canceled. It is important to keep these updated so that your customer knows the status of their request.

TIP: Requests submitted by your customers will have a green star next to their name.