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Review a customer's service request, then accept it, decline it, change its status, turn it into a quote, or archive it.
A service request is a job a customer asks you for. Customers submit requests from their portal, then each request waits for you to review it and decide what happens next: accept it, decline it, change its status, turn it into a quote, or archive it.
Before you start: sign in with an operator account that can manage service requests, and have at least one customer who has submitted a request.
Requests are tied to the customer who sent them. Open the customer from Customers, then select the Requests tab to see everything they’ve asked for, with its Created date, Request #, and Status. Select a row to open the request. (You also get a notification whenever a new request comes in — selecting it opens the request too.)
The Requests tab on a customer's profile lists their service requests.
The Service Requests page lists requests from every customer together. Narrow the list with the filter bar above it: a From and To date range, a Status dropdown (pending, approved, in_progress, completed, cancelled, archived), and a Search box that matches the request’s description and notes. You can reach this page from a new-request notification or global search.
The Service Requests list with the date, status, and search filters.
On the request page you see the RQ- number, a status badge, and the customer at the top. Request Details shows the Customer, Email, Phone, Job Date, and Job Address, followed by each surface the customer asked about — its type, Area (or Length/Duration), and Complexity. Notes holds anything the customer added. Read all of it before you decide what to do.
A service request opened to its detail page.
If the customer attached photos, they appear in the Photos panel on the right — select one to open it full-screen, or use the pencil to annotate it. When no photos were sent, the panel reads No photos uploaded. Photos come from the customer when they submit the request; you view and annotate them here.
The Photos panel showing a photo the customer attached.
When you’re going to do the work, select Accept (top right). The status badge changes to Approved, a green Request status updated to approved. message appears, and the Accept button greys out so you can’t approve twice. The customer is notified that you’ve approved their request.
Accepting a request moves it to Approved.
If you can’t take the job, select Decline. The status badge changes to Declined, you see Request status updated to declined., and the Decline button greys out. The customer is notified that the request was declined.
Declining a request moves it to Declined.
To price the work, select Create Quote. A + New Quote from Service Request form opens with Quote pre-populated from service request. Fill in pricing and save. — the customer, the job address, and each surface the customer requested are already filled in. Add your pricing and save to finish the quote. The full quote walkthrough is in create a quote.
Create Quote opens a quote already filled in from the request.
The Actions button (top right) holds the rest of what you can do with a request: Edit Service Request (change its details), Change Status (set any status by hand), Archive Request (or Unarchive Request if it’s already archived), and Delete Request. Delete Request removes the request and its photos for good — use Archive Request instead when you only want it out of your active list.
The Actions menu on a service request.
Select Actions → Change Status to open the Change Request Status window. It shows the Current Status, then lets you pick a new one: Pending, Approved, In Progress, Completed, or Cancelled. Choose one and the badge updates immediately (for example, In Progress while your crew is on site, then Completed when the work is done).
The Change Request Status window with every status to choose from.
A request moves through these states: Pending (new, waiting on you), Approved (you accepted it), In Progress (work underway), Completed (finished), Declined (you turned it down), and Cancelled. Accept and Decline are shortcuts for the Approved and Declined states; everything else you set from Change Status. Archived is separate — it hides a request from your active list without changing its underlying status.
A request set to In Progress.
Select Actions → Edit Service Request to fix the details. The Edit Service Request form lets you change the Requested Date, the Address, each Service Area (surface, description, unit, quantity, complexity), and the Notes — the customer stays the same. Select Save Changes to keep your edits.
The Edit Service Request form.
Once a request is handled, select Actions → Archive Request to move it out of your active list. The badge changes to Archived, you see Service request archived successfully., and the menu now offers Unarchive Request to bring it back. Archiving keeps the full record and its history; it just gets it out of your way.
An archived request, with Unarchive Request now in the Actions menu.
You’ve reviewed the request and acted on it — accepted, declined, turned into a quote, moved to a new status, or archived. The customer is kept in the loop as the status changes, and an approved request is ready to become a quote, then a scheduled job.
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