When a homeowner submits a Service Request, your team's job is to review it, understand what's being reported, and move it through to resolution.
This article covers:
Viewing new submissions
Reading multiple issues in one request
Reviewing photos
Understanding statuses
Moving a request from Requested → In Review → In Progress
Viewing New Submissions
All incoming Service Requests appear in the Service Requests section under Warranty in the left-hand navigation.
What each request shows at a glance
Request ID
Status
Assigned team member
Details
Date submitted
Use the filters at the top of the page to narrow requests by status, community, or assignee so you can focus on what's relevant to you.
Reading Multiple Issues in One Request
A single Service Request can contain more than one home issue. When you open a request, you'll see each issue listed individually — each with its own category, description, and status.
What to do
Review each issue separately to understand the full scope of what the homeowner is reporting
Each issue will need its own Work Order and vendor assignment
You can update the status of each issue independently as work progresses
Reviewing Photos
Homeowners can attach photos and videos to each issue when submitting their request. Reviewing this media is an important part of understanding the scope of work before creating Work Orders.
What to look for
The location and extent of the issue
Any context that may affect which vendor or trade is needed
Details that the homeowner's written description may not fully capture
Understanding Statuses
Service Requests move through a set of statuses that reflect where things stand — both for your team and for the homeowner.
Your builders statuses will be customized to the way you service customers and their homes, take these as examples:
Submitted → The homeowner has submitted the request and it is awaiting review by your team
Acknowledged → Your team is actively reviewing the submission and assessing the issues
In Progress → Work Orders have been created, vendors have been assigned, and work is underway
Completed → All issues have been resolved and the ticket is closed
Important to know
Issue-level statuses are optional and can be updated independently to give homeowners more granular visibility into specific items. They do not need to be updated to move the overall ticket forward.
Moving a Request Through Statuses
As your team works through a Service Request, update the ticket-level status to reflect where things stand.
Requested → In Review
When you open a new submission and begin reviewing it, update the status to In Review to signal that your team is on it.
In Review → In Progress
Once Work Orders have been created and vendors have been assigned, update the status to
In Progress. This signals to the homeowner that work is actively underway and triggers a real-time update in their app.