Electrical Fault and Service Request Workflow

Do I need to set up separate processes for urgent and standard jobs?

No, this workflow already splits jobs by urgency automatically once a customer submits the request form. Urgent jobs create a booking task for the office due in 1 day, while standard jobs get a booking task due in 3 days, so your team simply works through whichever tasks land in front of them.

Can my team customise the booking due dates or add extra steps?

Yes, you can describe the change you want in plain English or edit the steps directly in the workflow editor, for example adjusting the 1-day and 3-day booking deadlines. Earlier versions of the workflow are kept, so you can review or roll back changes if needed.

Who is actually involved in getting a job from request to completion?

The office handles booking the visit, entering the confirmed visit date and assigned electrician, and later preparing a quote if further work is needed. The electrician has a task to record fault found, tests done, work done, parts used, photos and the outcome once on site, and the workflow waits for both of these tasks before moving on.

What happens when the electrician marks the job as fixed?

The record's status is set to Completed, the customer gets an email summary of the work done, and after a two-day wait they're sent a feedback form asking for a 1-5 satisfaction rating and comments. This gives you a record of completed jobs alongside customer feedback for each one.

What if the job needs further work or can't be completed?

If further work is needed, the status is set to Further Work Required, the customer is emailed the findings and details of what's still needed, and the office gets a task to prepare a quote. If the job can't be completed, the status is set to Unable to Complete and the customer receives an email with the findings from that visit.

Is this suitable for a small electrical business with just a couple of office staff?

Yes, the workflow is built around simple tasks assigned to whoever handles booking and whoever's on the tools, without needing extra admin overhead. Since it's ready to use as soon as it's published, a small team can start running it straight away without any setup project.

Do customers need to create an account to submit a request or give feedback?

No, customers submit their initial request through a public request form, and later receive forms by email, such as the feedback request, without ever needing to log in or create an account. This keeps the process simple for customers while still giving your team a full record of each interaction.

How do we know where a job stands at any point?

Each request is a record with a reference number, a current status such as New Request, Booked, Completed, Further Work Required or Unable to Complete, and a timeline showing what's happened so far. Table views and dashboards let you see all your requests grouped by status, so you can spot what needs attention.

What details get saved against the job record versus staying on a task?

Anything entered on a task the workflow waits for, like the confirmed visit date, assigned electrician, or the electrician's fault and work details, gets saved on the record itself. The quote preparation task for further work is not waited on, so its notes stay attached to that task in the record's task list rather than on the record.