Workflow Template
Customer service / repair request Workflow
Captures customer repair requests, triages by urgency, books a technician visit, records diagnosis and outcome, handles rework/quote/unable-to-complete paths, confirms fix with the customer, and follows up with a feedback survey.
Repair requests coming in by phone or email are easy to lose track of, and customers are often left guessing when a technician will show up or whether the job is actually done. This workflow captures each request through a public form, triages it by urgency, books a technician visit, records the diagnosis and outcome, and routes rework, quote or unable-to-complete cases down the right path before confirming the fix with the customer and sending a feedback survey. Office staff handle scheduling and quoting tasks, while technicians record diagnosis and job details on site.
Business Outcomes
- Helps reduce response delays with automatic urgency-based triage
- Supports clearer visibility into where each repair request stands
- Makes it easier to keep customers informed at every stage without manual emails
- Helps ensure rework, quote and unable-to-complete cases follow a consistent path
- Supports faster feedback collection to track customer satisfaction over time
Workflow Steps
Steps
- 1Create Repair Request Recordcreate record
Creates the repair request record from the submitted form data.
- 2Set Status: New Requestupdate record
Sets the request status to New Request.
- 3Send Acknowledgement Emailsend email
Emails the customer an acknowledgement with their reference number.
- 4Route on Urgency
Routes to the appropriate triage task based on urgency.
urgency: "Urgent"→Office Triage Task (Urgent)urgency: "Standard"→Office Triage Task (Standard)Default→Office Triage Task (Standard) - 5Office Triage Task (Urgent)create task
Office schedules an urgent visit and assigns a technician, due in 1 day.
- 6Office Triage Task (Standard)create task
Office schedules a standard visit and assigns a technician, due in 3 days.
- 7Save Booking Detailsupdate record
Saves the visit date and assigned technician to the record and sets status to Booked.
- 8Save Booking Detailsupdate record
Saves the visit date and assigned technician to the record and sets status to Booked.
- 9Email Customer the Visit Datesend email
Emails the customer confirming the scheduled visit date.
- 10Email Customer the Visit Datesend email
Emails the customer confirming the scheduled visit date.
- 11Technician: Record Diagnosis and Outcomecreate task
Technician records diagnosis, work completed, parts used, photos and the job outcome.
- 12Save Job Details to Recordupdate record
Saves the diagnosis, work completed, parts used, photos and outcome to the record.
- 13Route on Job Outcome
Routes based on whether the job was completed, needs further work, or could not be completed.
job_outcome: "Completed"→Set Status: Awaiting Confirmationjob_outcome: "Further work required"→Set Status: Further Work Requiredjob_outcome: "Unable to complete"→Set Status: Unable to CompleteDefault→Set Status: Awaiting Confirmation - 14Set Status: Awaiting Confirmationupdate record
Sets status to Awaiting Confirmation before contacting the customer.
- 15Ask Customer to Confirm the Fixrequest external input
Emails the customer a summary of work completed and asks whether the issue is fixed.
- 16Save Confirmation Responseupdate record
Saves the customer's fixed/not-fixed response and comments to the record.
- 17Route on Fix Confirmation
Routes based on whether the customer confirms the issue is fixed.
fixed_confirmation: "Fixed"→Set Status: Completedfixed_confirmation: "Not fixed"→Return to Technician for ReworkDefault→Return to Technician for Rework - 18Return to Technician for Reworkrestart from step
Closes this iteration and restarts from the technician task since the issue is not yet fixed.
- 19Set Status: Completedupdate record
Sets the request status to Completed.
- 20Send Thank-You Emailsend email
Emails the customer a thank-you note confirming the job is complete.
- 21Wait 2 Days
Waits two days before sending the feedback survey.
- 22Request Feedbackrequest external input
Sends the customer a feedback survey with a 1-5 rating and comments.
- 23Set Status: Further Work Requiredupdate record
Sets the request status to Further Work Required.
- 24Email Customer: Further Work Neededsend email
Emails the customer the diagnosis and details of the work still needed.
- 25Office Task: Prepare Quotecreate task
Creates a fire-and-forget task for the office to prepare a quote for the further work, due in 2 days.
- 26Set Status: Unable to Completeupdate record
Sets the request status to Unable to Complete.
- 27Email Customer: Unable to Completesend email
Emails the customer the diagnosis explaining why the job could not be completed.
Fields
- Full Name*
- Email Address*
- Mobile Number*
- Site Address*
- Item or Area Needing Repair*
- Description of the Issue*
- +16 more fields
Forms
Repair Request Form
10 fields
Data Views
Repair Requests
customer_name, site_address, urgency, visit_date +2 more
Dashboard Widgets
Recommended integrations
Setup the following integrations to extend workflow capability.
Send email in the workflow
AWS SES
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FAQs
How do I get this repair request workflow running for my team?
Publish the template in your workspace and it's live right away, no development or install step needed. The public request form is ready to share with customers immediately, and office staff can start triaging as soon as the first request comes in.
What do I need to set up before customers can submit requests?
You just need workspace members set up as admins or office staff so triage tasks and technician tasks can be assigned to the right people. If you want email sent from your own domain, you can connect your AWS SES account, but the workflow works with built-in email from the start.
How does urgency-based triage actually work?
When a request comes in, the workflow checks the Urgency field from the form and routes it to an urgent or standard office triage task. Urgent requests give the office 1 day to schedule a technician, while standard requests allow 3 days, keeping response times aligned with how pressing the issue is.
Who is involved in getting a repair job scheduled and completed?
Office staff handle the triage task, picking a visit date and assigning a technician. The technician then completes a task on site to record diagnosis, work completed, parts used, photos and the job outcome, all of which is saved to the record.
What happens if the technician can't finish the job or finds more work is needed?
The workflow routes based on the Job Outcome the technician records: completed, further work required, or unable to complete. Further work triggers a customer email plus an office task to prepare a quote, while unable-to-complete triggers an explanatory email to the customer, each setting the record status accordingly.
How does the customer confirm the repair is actually fixed?
After the job is marked completed, the workflow emails the customer a summary of the work and asks if the issue is fixed, along with space for comments. If the customer says it's not fixed, the workflow automatically restarts from the technician task for rework; if fixed, the status moves to Completed.
Can I change what information is collected on the request form or tasks?
Yes, you can edit the workflow steps directly in the workflow editor, or describe the change you want in plain English. Earlier versions of the workflow are kept, so you can review changes over time.
How and when is the feedback survey sent?
Once the status is set to Completed and the thank-you email is sent, the workflow waits two days before emailing the feedback survey. The survey asks for a 1-5 rating and comments, both of which are saved to the record.
Where can I see the status of all open repair requests?
Each request is a record with a reference number, current status and a full timeline of what happened. Table views and dashboards in your workspace show records grouped by status, so you can see at a glance what's new, booked, awaiting confirmation, or completed.
Does the customer need an account to submit or respond to requests?
No, customers use the public request form to submit a repair request and respond to emailed forms like the fix confirmation and feedback survey without ever needing to log in. All their responses are saved directly to the record.
Ready to use this workflow?
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