The Service module allows you to seamlessly create and perform service tickets for your clients.
Once you have added the Service module to your account, you can start creating service tickets. There are two ways to create new tickets:1. Your team can create tickets within your account2. Your client can create tickets from their locationThis article will focus on the first way: How to create a service ticket within your Jetbuilt account.
Here's how to create a Service Case from within your account:
1. From the Dashboard, select "Service"
2. On the Service Page, click "+Add Service Case"
3. Fill out the form with your client's details - if the client is already in your system, just start typing their name to search/select your existing client and we will automatically fill in their details for you:
4. If this ticket is related to a corresponding Jetbuilt project, you can search/select the project from the dropdown list. Projects that are in Completed Stage will appear
in the Project dropdown list.
If you link the Service Case to a project that has a Service Package included, you can select that Service Package here to be used in Service Package Tracking.
If you have been Asset Tracking the items in that project, you can select the specific asset in that Project that needs service:
5. Next, you can select the payment option you'd like to apply to this case. (Your company's Service Payment options can be defined in your Service Settings area.)
If the associated project has a sold service package, or the selected asset has a warranty, that will show here as well:
6. Last, you can fill out the details of the service case, indicate if this ticket is "hot" or urgent, include a short description, and schedule an appointment for an assigned tech:
Once all of this is filled out, just click "Add Service Case".
Case Overview
Once the Service Case has been created, you'll be taken to the Case Overview page.
Here you will see a timeline of events - when the case was opened, when appointments are scheduled, and all discussions and emails (if you are utilizing email sync) associated with the case.
Case Details on the Overview page will include:
Associated Project (if the service case is linked to a project)
Project Warranty
Sold Service Package (view Service Package details by clicking the name)
Associated Asset (if the service case is linked to a specific asset)
Client contact name
Client contact phone number
If a technician has clocked time into the Service Case, it will be displayed under Services and will be included in the Service Pricing.
You also have the ability to add additional expenses by clicking "+Add Expense" under Expenses. In the window that pops up, you can select the category, enter a description, the amount, and even upload a receipt or other documentation for the expense.
All Labor (clocked time or minimum fee), Equipment, and other Expenses will be included in the Service Pricing. A .csv file can be exported from this section:
Closing a Service Case
When a case is completed, simply click "Close Case". This will pull up a form where you can enter any notes/findings from the field, and confirm that the case is ready to close.
Client Signature for Closed Service Cases
If you need to get your client's signature when closing out the Service case, you can do so from the JetbuiltGO mobile app on your phone.
Open up the JetbuiltGO app, tap on the navigation menu in the top left, and tap Service. From there, tap on the Service case you wish to close, then tap on Case, then tap Close Case, which will open the window seen below.
Complete the fields, then ask your client to sign in the signature box, and tap Close Case. Now, on desktop, you will see their signature in the newly closed Service case.
Hope this helps - let us know if you have any questions!