Handle service requests
Review incoming service requests, accept or reject them, convert them into an order or estimate, schedule appointments and capture them manually
→ Open service requests in SimpliServ
In the Service requests module you handle the requests that come in via your public service form – or that you capture manually yourself. Here you review each request, accept or reject it and convert it into an order or estimate with one click.
How to embed the public form is explained in the guide Service registration. How to customize the form's fields and copy is in the guide Customize the service registration form. This guide covers the internal handling of the incoming requests.
Requests at a glance
In the navigation, under Service, go to Service requests. The list shows all incoming requests, sorted by default by Created at (newest first). Using search and the Status filter you triage incoming requests.
The following columns are available (can be shown/hidden):
- Number – the sequential request number
- Customer flow number – the number of the associated customer flow (
KV-...) - Customer – first and last name, linked to the customer profile
- Email and phone
- Product – make and model from the form
- Description – the issue description (truncated)
- Status – see below
- Created at
Additionally, columns appear automatically for all custom form fields of your service form. That way you can filter and sort by these values and export them too.
Understanding statuses
Each request goes through a fixed status:
- Pending – newly received, not yet handled
- Accepted – accepted, the customer was notified
- Rejected – rejected, the customer was notified
- Converted – turned into an order or estimate
- Completed – the case is done
Accept and Reject are only possible while the request is Pending. Once it's been converted, the decision is no longer available.
Accept or reject a request
Open a request by clicking the row or via View details. In the detail view (or directly in the list's action menu) you decide:
Choose Accept or Reject
Click Accept or Reject. A dialog for the customer message opens.
Check the subject and message
The subject and message are pre-filled from your template and already contain the request's data. Both fields are optional and can be freely adjusted before sending – the message field is supported by the AI assistant.
Confirm
With Accept or Reject, the status is set and an email to the customer is sent. The sent message then appears in the request.
You maintain the templates for acceptance and rejection emails under Email templates (scenarios for service requests).
Convert into an order or estimate
Via the action menu (three-dot menu) you convert a request into the next step:
Convert to order
Creates an order from the request and opens it directly. The request is set to 'Converted'.
Convert to estimate
Creates an estimate if you first want to calculate a quote.
If an order or estimate is already linked, the menu shows View order or View estimate instead, and a jump to the latest step of the case.
Every service request is part of a customer flow (KV case). On conversion the case automatically advances to the next stage. More on this in the guide Customer Flow.
Schedule an appointment
Via Schedule appointment you create a calendar appointment directly from a request – e.g. for device intake or an on-site visit. You provide a title (optional), category, start, duration (min), location and notes. The appointment is linked to the request and appears in the calendar.
Share the customer link (tracking)
With Generate customer link you create a shareable tracking link. Through this link the customer sees the current status of their registration without logging in. The link is copied straight to the clipboard. More on the public status page is in the guide Shipment & order tracking. How you name the displayed status stages is in the guide Customize the service registration form.
Capture a request manually
If you take a request by phone or at the counter, you capture it yourself:
Start a new request
In the list, click New request.
Fill in the form
The same service form as for your customers appears – including all custom fields. That keeps the captured data consistent.
Optional: convert to order directly
If you enable Convert to order directly, SimpliServ automatically creates an order on save and opens the workshop tag for printing.
Create the request
With Create request the case is created.
If you create a request from an existing customer profile, the already-known contact fields (name, email, phone) are pre-filled and hidden – you don't have to enter them again.
The detail view at a glance
In a request you'll find several cards that you can show/hide and rearrange:
- Overview – number and status
- Service form – all submitted form fields
- Conversation – the history of customer communication
- Customer flow – the stage stepper of the case
- Internal comments – internal notes on the case
- Files – attached files (e.g. photos of the device)
Below the cards an activity timeline shows all changes to the case.
Delete a request
Via the menu you can delete a request. This is irreversible and removes the request from the associated customer flow.
Permissions
The individual actions are tied to permissions – only those who have them see the respective button:
- View, create and delete requests
- Accept and reject
- Convert to order or to estimate
You assign permissions via roles under Users & roles.
Related topics
- Service registration — embed the public form these requests come in through
- Customize the service registration form — configure the form's fields, copy and status stages
- Create & process an order — the next step when you convert a request into an order
- Create an estimate — when you first want to calculate a quote before the order
- Customer Flow — the case (KV) in which each request runs as a stage
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