Workflow Template
Tiling defect / cracked tile repair request Workflow
Intake and management workflow for tiling defect/repair requests: captures the request, books a tiler visit based on urgency, records diagnosis and repair outcome, and notifies the customer at each stage through to completion and feedback collection.
Cracked tile and tiling defect requests often get lost between phone calls, emails and spreadsheets, leaving customers unsure when a tiler will show up and staff chasing details. This workflow captures the request through a form, books a tiler visit based on urgency, records the diagnosis and repair outcome, and sends the customer status updates through to a feedback request. The office team runs the booking steps and tilers complete the diagnosis and repair task, with the record's status and timeline tracking progress throughout.
Business Outcomes
- Helps reduce time between request submission and booked visit through urgency-based routing
- Supports clearer communication with automatic status emails at each stage
- Makes it easier to track diagnosis, repair outcomes and photos in one record
- Helps surface further-work and unable-to-complete cases for faster follow-up
- Supports ongoing service improvement through structured customer feedback
Workflow Steps
Steps
- 1Create repair request recordcreate record
Registers the submitted repair request as a record.
- 2Set status to New Requestupdate record
Marks the record as a new request.
- 3Email acknowledgement to customersend email
Sends the customer an acknowledgement email with their reference number.
- 4Route on urgency
Routes the booking task based on whether the request is Urgent or Standard.
urgency: "Urgent"→Office: book urgent visiturgency: "Standard"→Office: book standard visitDefault→Office: book standard visit - 5Office: book urgent visitcreate task
Creates a booking task for the office due in 1 day, recording visit date and assigned tiler.
- 6Office: book standard visitcreate task
Creates a booking task for the office due in 3 days, recording visit date and assigned tiler.
- 7Save booking details and set status to Bookedupdate record
Persists the visit date and assigned tiler to the record and updates status to Booked.
- 8Email customer the visit datesend email
Notifies the customer of the confirmed visit date.
- 9Tiler: diagnose and repaircreate task
Creates a task for the tiler to record the cause, repairs done, before/after photos and outcome, with no due date.
- 10Save repair details to recordupdate record
Persists the cause, repairs done, photos, findings and outcome to the record.
- 11Route on repair outcome
Routes the workflow based on whether the repair was completed, needs further work, or could not be completed.
outcome: "Repaired"→Set status to Completedoutcome: "Further work needed"→Set status to Further Work Requiredoutcome: "Unable to complete"→Set status to Unable to CompleteDefault→Set status to Unable to Complete - 12Set status to Completedupdate record
Marks the record as completed.
- 13Email customer completion summarysend email
Sends the customer a summary of the work done.
- 14Wait 2 days before feedback request
Pauses for two days before requesting feedback from the customer.
- 15Request customer feedbackrequest external input
Sends the customer a feedback form with a 1-5 rating and comments.
- 16Set status to Further Work Requiredupdate record
Marks the record as requiring further work.
- 17Email customer findings and work still neededsend email
Notifies the customer of the findings and the further work required.
- 18Office: prepare quote for further workcreate task
Creates a fire-and-forget task for the office to prepare a quote for the further work, due in 2 days.
- 19Set status to Unable to Completeupdate record
Marks the record as unable to be completed.
- 20Email customer the findingssend email
Notifies the customer that the repair could not be completed, with findings.
Fields
- Name*
- Email*
- Mobile*
- Site Address*
- Problem*
- Area*
- +17 more fields
Forms
Tiling Defect / Repair Request
12 fields
Data Views
Repair Requests
customer_name, site_address, problem, urgency +3 more
Dashboard Widgets
Recommended integrations
Setup the following integrations to extend workflow capability.
Send email in the workflow
AWS SES
Similar Workflows
Similar Categories
FAQs
How do I set up this workflow for my tiling business?
Publish the template as-is and it's ready to run — no installation or development project needed. The request form, booking tasks and customer emails work straight away, so your workspace can start taking in repair requests within minutes of publishing.
How does the workflow decide urgent versus standard bookings?
The Urgency field on the request form drives the routing step. Urgent requests create a booking task for the office due in 1 day, while Standard requests create a booking task due in 3 days, so tilers can be scheduled appropriately.
Who is responsible for booking the tiler visit?
The office team completes the booking task, entering the visit date and assigned tiler. The workflow waits for this task to be completed before saving the details to the record and updating the status to Booked.
What happens after the tiler diagnoses the problem?
The tiler completes a task recording the cause, repairs done, before and after photos, and the outcome. The workflow waits for this task, then saves all of that information to the record and routes based on the outcome selected.
What are the possible outcomes after a repair visit?
The workflow routes on three outcomes: Repaired, Further work needed, and Unable to complete. Each path sets a different status and sends a matching customer email, so the record always reflects where the request stands.
What happens if further work is needed?
The status is set to Further Work Required and the customer is emailed the findings and the work still needed. A fire-and-forget task is also created for the office to prepare a quote within 2 days, with quote notes kept on that task.
How is customer feedback collected?
After a repair is completed and the completion summary email is sent, the workflow waits 2 days and then sends the customer a feedback form asking for an overall satisfaction rating and any comments. These answers are saved to the record.
Can I change the questions on the request or feedback forms?
Yes. You can describe the change you want in plain English or edit the steps directly in the workflow editor. Earlier versions of the workflow are kept, so you can review changes over time.
Do customers need an account to submit a request or respond to tasks?
No. Customers submit requests through a public request form and receive forms by email at each stage, such as the visit confirmation and feedback request. They interact entirely through these forms without needing to log in.
How can I track the status of open repair requests?
Each request is a record with a reference number, a status, and a timeline showing what's happened so far. Table views and dashboards let you see records grouped by status, such as New Request, Booked, Completed, or Further Work Required.
Ready to use this workflow?
Create a free account and customise this workflow for your business.