Solar fault / underperformance service request Workflow

How do I get this workflow running for my team?

Publish the template in your workspace and it's live immediately, with the public request form ready to share with customers. There's no installation or development project involved, so your office can start receiving and triaging requests the same day.

What information do customers need to provide upfront?

The request form captures contact details, site address, system size, inverter brand, installation year, error code, a description, photos, preferred visit times and urgency. This gives office staff and technicians enough context to triage and prepare before the visit.

How does the urgency routing decide who books the visit?

When a request comes in, the workflow checks the Urgency field and routes the booking task accordingly: urgent requests go to a task with a 1-day booking target, standard requests get a 3-day target, and anything else follows its own path. Office staff complete the relevant booking task, entering the scheduled visit date and assigned technician.

Who is responsible for each step in this process?

Office staff handle booking the visit and preparing quotes for further work. Solar technicians handle the on-site diagnosis and repair task, recording fault details, readings, work done, parts used and the outcome. The workflow itself handles status updates and customer emails automatically.

What happens after the technician records the outcome?

The workflow reads the Outcome field and routes to one of three paths: Fixed, Further work needed, or Unable to complete. Each path sets a different status, sends a tailored email to the customer, and for further work, creates a task for the office to prepare a quote.

How does the feedback request work, and can I change the timing?

Once a job is marked Completed, the workflow waits two days before sending the customer a short feedback form asking for a satisfaction rating and comments. You can adjust the wait period or the questions by describing the change in plain English or editing the step in the workflow editor.

Can I customise the form questions or email content?

Yes. Any step, form field or email message can be adjusted by describing the change you want or editing it directly in the workflow editor. Earlier versions of the workflow are kept, so you can review what changed.

Where does the quote preparation task fit in if further work is needed?

When the outcome is 'Further work needed', the workflow sets the status accordingly, emails the customer the technician's findings, and creates a task for the office due in 2 days to prepare a quote. This task doesn't hold up the rest of the workflow, so the request record moves forward while the quote is prepared separately.

How can I see where a request stands at any time?

Every request is a record with a reference number, current status and a timeline of what's happened so far. Table views and dashboards group records by status, so office staff can see at a glance which jobs are new, booked, completed or awaiting further work.

Do customers need to log in to submit a request or respond to updates?

No. Customers submit their initial fault report through the public request form and receive follow-up forms, like the feedback request, by email. They complete these without ever needing to create an account.