A Service Request is the starting point for every warranty interaction. It captures what the homeowner is experiencing, organizes it into trackable issues, and gives your team everything they need to take action – all in one place.
This article covers:
How multiple issues are handled within a single request
The difference between ticket-level and issue-level statuses
What homeowners can see as their request progresses
How assignment and ownership work
The full lifecycle of a Service Request from submission to completion
Multiple Issues Within One Request
Homeowners don't need to submit a separate request for every problem. A single Service Request can include multiple home issues – each with its own category, description, and attached photos or videos.
What homeowners can include
Issue category (e.g., interior finishes, walls and ceilings)
A written description of the problem
Photos and videos for each issue
Each individual issue can then be routed to the appropriate vendor through its own Work Order, keeping everything organized under one ticket.
Ticket-Level vs. Issue-Level Statuses
Service Requests have two layers of status tracking:
Ticket-level status reflects the overall state of the request – whether it's in review, in progress, or completed. This is the primary status homeowners see.
Issue-level status reflects the progress of each individual home issue within the request.
Important to know
Issue-level statuses are optional communication tools – they don't need to be updated to move through the workflow. Use them when you want to give homeowners more granular visibility into specific items.
Homeowner Visibility Into Status Updates
Homeowners can track the status of their Service Request – and each individual issue – in real time through their app or portal.
What homeowners see
Overall ticket status and individual issue statuses
Real-time updates as your team makes changes
Push notifications and emails when status changes
A unique ticket number for every request submitted
Once a request is submitted, homeowners cannot edit it. Your team can add notes, edit, update statuses, and communicate with the homeowner directly through the integrated messaging thread tied to their home.
Assignment and Ownership
When a Service Request comes in, a team member assigns themselves (or is assigned) to take ownership of the ticket.
What assignment gives your team
Visibility → The assigned team member appears on the request so everyone knows who's responsible
Accountability → Every action is logged in the History tab, showing who did what and when
Focus → Filter the Service Request queue by assignee, status, and community to see only what's relevant to you
Lifecycle of a Service Request
Here's how a typical Service Request moves from submission to completion. Your exact lifecycle may vary based on any customizations your builder made to fit your specific internal workflows:
Submitted → The homeowner reports one or more issues through the app or portal with descriptions and photos.
In Review → Your team reviews the request, assesses the issues, and assigns ownership.
Work Orders Created → AI proposes work orders for each issue. Your team accepts, edits, or rejects them and assigns vendors.
In Progress → Vendors are notified via email and work begins. Issue-level statuses can be updated to reflect progress.
Completed → Once all issues are resolved, the ticket is marked complete and the homeowner is notified.
For example:
A homeowner submits a request with two issues – a dripping faucet and a sticking door. Your team reviews the request, creates two work orders (one per issue), assigns the appropriate vendors, and tracks each item through to completion – all under the same Service Request ticket.