Service Requests

Accept service requests from customers through a public form or the customer portal, review incoming requests, and convert them into work orders.

How to Access

Navigate to Work Orders → Service Requests in the left sidebar to view all incoming service requests.

What Is a Service Request?

A service request is a job submission from a customer or prospect. Unlike work orders created by your team, service requests originate from the customer side. They provide a structured way for customers to describe the work they need, submit their contact information, and upload supporting photos. You then review the request and decide whether to convert it into a work order.

How Customers Submit Service Requests

Customers can submit service requests through two channels:

Public Service Request Form

FieldPromax generates a unique public URL for your company's service request form. You can share this link on your website, in emails, or on social media. The form is accessible without login and collects:

• Contact Information — name, company name, email (required), and phone (required)
• Service Address — street, city, state, and postal code for the job location
• Work Description — a detailed description of the service needed
• Photos — the customer can upload images showing the issue or work site

The form displays your company logo and brand colors for a professional appearance.

Customer Portal

Customers who have external user accounts can submit service requests through the customer portal after logging in. Their contact information auto-fills from their account, and the request is automatically linked to their customer record.

Viewing Incoming Service Requests

The Service Requests list page shows all submitted requests with their key details. Click on a service request to open the full view, which displays the customer's information, address, description, and any uploaded photos.

Converting a Service Request to a Work Order

1. Navigate to Work Orders → Service Requests.
2. Click on the service request you want to convert.
3. Review the customer's submission, including the description and any photos.
4. Click Convert to Work Order.
5. The conversion form pre-fills with the customer's contact information, address, and work description from the service request.
6. Select or create the Customer record to link the work order to.
7. Add scheduling details, assign a service provider, and set priority and job type as needed.
8. Click Create to complete the conversion.

Result: A new work order is created with the data from the service request. You can then schedule and dispatch it like any other work order.

Service Request Configuration

Administrators can customize the service request experience from Company Setup → Service Request Settings. Configuration options include:

• Enabling or disabling the public service request form
• Customizing the form fields and required information
• Setting up email notifications when new requests are submitted
• Configuring the brand appearance (logo, colors) on the public form

Next Steps

• Creating a Work Order — learn about creating work orders manually
• Customer Portal — set up external user access for customer self-service
• Service Request Settings — configure the service request form and notifications
• Adding & Managing Customers — create customer records for new service request contacts