Work Orders

Work orders are discrete service jobs you create, track, and complete for customers. Unlike recurring route stops, work orders handle one-time work—repairs, equipment installs, inspections, or any job that needs its own lifecycle, quoting, and customer approval.

Creating a work order

From the Work Orders page, click New work order to open the template picker. Select a template to pre-fill line items and details, or start from scratch. You can also create a work order from an accepted proposal using Create Work Order on the proposal.

The create form includes:

• Customer & Property — Select the customer and the service address.

• Work Order Details — Title, description, and any specific instructions.

• Priority — Set urgency to help dispatchers and technicians triage.

• Scheduled Date — Optional date for planned work.

• Customer Message — A note visible to the customer in the portal.

• Assign Technician — Optionally assign a technician now or leave unassigned.

When ready, choose one of two save actions:

• Save as Draft — Saves the work order in Draft status. No quote is sent to the customer.

• Save & Send Quote — Saves and transitions the work order to Quoted status, sending a quote email to the customer for review.

Viewing and searching work orders

The Work Orders list shows all work orders with their status, priority, and customer. Use the search box to filter by number, title, customer name, or address. Filter by status or priority to narrow the list, and sort by newest, oldest, priority, or scheduled date.

Empty states

• If no work orders exist and no search is active, you'll see No work orders yet with a prompt to create your first work order.

• If a search returns no results, you'll see No work orders found with a suggestion to try different terms.

Work order detail page

Click any work order to open its detail page. The detail page shows the full work order information, lifecycle timestamps, and available actions based on current status.

Lifecycle fields

• Scheduled — The planned date for work.

• Started — When the technician began work.

• Completed — When the work order was marked complete.

• Duration — Estimated vs. actual time spent.

Customer Portal panel

The detail page includes a Customer Portal panel showing when the customer last viewed the work order and a Copy portal link button to share the link directly.

Editing a work order

Click Edit work order to modify details, line items, assignment, scheduled date, and customer message. You can edit work order details while the job is still active. Download a PDF of the work order anytime with Download PDF.

The detail page can also show related service visits so you can see field progress without leaving the job.

Work order lifecycle and statuses

Work orders move through a defined lifecycle. Each status determines which actions are available:

Status actions explained

• Send Quote — Transitions to Quoted and emails the customer a quote for approval.

• Mark Approved — Manually mark as Approved if the customer confirms outside the portal. When marking a Draft work order as Approved, you can choose whether to send a confirmation email to the customer.

• Schedule — Set a scheduled date and assign a technician. A work order requires both a scheduled date and an assigned technician to move to Scheduled status.

• Start Work — Mark the work order as In Progress. Used when a technician begins on-site. This sets the started timestamp.

• Mark Complete for Review — Mark as Review after the technician finishes work. This is the standard completion action for technicians and sets the completed timestamp.

• Mark Complete — Move from Review to Completed after admin review confirms the work is finished and ready for invoicing.

• Generate Invoice — Create an invoice from the work order's line items and totals. Only available once the work order is Completed; a work order in Review must be marked Complete first.

• Resume — Take a work order off hold and return it to its previous active status.

• Revise — Edit details and resend a quote after customer feedback or scope changes.

• Resend Quote — Send the same quote email again.

• Put On Hold — Pause the work order without cancelling it.

• Cancel — Permanently cancel the work order. A cancellation reason is required; cancelling without one is blocked. Cancellation cannot be undone. Any scheduled or in-progress visit for the job is cancelled, the customer is not billed for this work, and the reason is stored on the work order and in the customer’s activity history.

Work order templates

Click Manage templates from the Work Orders page to create and manage templates. Templates pre-fill line items, descriptions, and default values for common work types—such as pump repairs, filter cleanings, or equipment installations—saving time when creating new work orders.

Scheduling and assigning crews

Use Schedule & assign on the work order detail page to set dates and technicians together. It is available at every work order status and edits every scheduled date plus every technician assigned to each date.

For approved work orders and later, you can add multiple dates with Add date and assign multiple technicians to each date with Add technician. Each real visit needs a technician selected. A draft or quoted work order with no visits is limited to a single tentative date and technician until it is approved.

Visits that are already underway or done are locked: a visit that is en route, arrived, in progress, or completed cannot have its date or technician changed, and a completed visit cannot be removed. To add follow-up work, add another date instead.

When multiple technicians are assigned to the same work order on the same date, they are given the same estimated arrival time so the crew arrives together, even though each technician has a separate service visit and route stop.

Marking line items complete

Line items are not marked complete automatically when a work order is completed. Each item must be marked complete individually, either by the technician in the app or from the work order detail page.

Completion controls appear once a work order is In Progress and stay editable through Review, Completed, and Invoiced. Only cancelled and rejected work orders freeze line-item completion.

An invoice can only be sent once every line item is marked complete. If any item is incomplete, the invoice dialog offers Create draft only, so the customer isn't charged for work that wasn't done.

Customer portal experience

Customers can view work orders through the Customer Portal at /portal/work-orders. The portal shows all work orders with tabs for All, Needs action, Active, and Done.

When a customer opens a quoted work order, they can:

• Approve — Accept the quote and its total amount.

• Approve & sign electronically — Accept and add an electronic signature.

• Decline — Reject the quote.

The portal shows photos, signatures, and activity associated with the work order, giving customers full visibility into the job.

Work orders vs. routes

Work orders are separate from recurring route stops. Use work orders for:

• One-time repairs or inspections

• Jobs requiring customer approval and quoting

• Work that doesn't fit your regular service schedule

Route stops handle routine, recurring service visits. Work orders can be assigned to technicians, scheduled for specific dates, and completed independently of route assignments.

Troubleshooting