Arborist Tree Work Request Workflow

What happens if a job is marked as urgent after the request comes in?

The workflow routes the booking task based on the Urgency value entered on the request form, so this decision happens once at intake. If a request is submitted as Standard but later needs faster handling, office staff can still act on it manually since the record and its timeline stay visible throughout. Adjusting the urgency logic itself would need a change to the workflow's routing step.

Can this handle jobs where the arborist finds more work is needed on-site?

Yes. The Arborist On-Site Work Task records a Job Outcome field, and the workflow routes automatically based on whether that outcome is Completed, Further work needed, or Unable to complete. When further work is needed, the record status updates to Further Work Required, the customer is emailed the findings, and an office task to prepare a quote is created with a 2-day due date.

What if the arborist can't complete the job at all?

If the Job Outcome is recorded as Unable to Complete, the workflow sets the record status to Unable to Complete and emails the customer the findings. This keeps the record's timeline showing exactly why the job stopped and what was communicated, which staff can refer back to later.

Who is responsible for scheduling the assessment and doing the on-site work?

Office staff handle the booking task, entering the Assessment Date and Assigned Arborist, and the workflow waits for that task before confirming the date to the customer. The assigned arborist then completes the on-site work task, recording tree species, work done, green waste removed, before/after photos and the job outcome. Both tasks are assigned to workspace members and appear in the record's task list.

Does the customer need to create an account to submit a request or give feedback?

No. Customers submit their initial request through a public request form and receive booking confirmations, work summaries and the feedback form by email, all without needing an account. Every response they submit is tied back to their record using the reference number sent in the acknowledgement email.

What happens to the feedback a customer submits after a completed job?

Two days after the work summary email is sent, the workflow sends a feedback form asking for an overall satisfaction rating and comments. Because this form is emailed to the customer and the workflow doesn't wait on it, the responses are saved to the record for staff to review, alongside the rest of the job history.

Can we customise the booking deadlines or the emails sent to customers?

Yes. Any workspace admin can adjust the workflow by describing the change in plain English or editing the steps directly in the workflow editor, including the 1-day and 3-day booking deadlines or the wording of any customer email. Earlier versions of the workflow are kept, so changes can be reviewed or reverted if needed.

How do we track where a particular tree job stands right now?

Each request becomes a record with its own reference number, a status such as New Request, Booked, Completed, Further Work Required or Unable to Complete, and a full timeline of what happened. Table views and dashboards group records by status, making it easy to see which jobs are booked, in progress or awaiting a quote.

What if a job involves trees near power lines or requiring machinery access?

The request form captures whether trees are near buildings or power lines and whether machinery access is available, along with site address, tree count and height. This information is saved to the record at intake, so office staff and the assigned arborist can see it before the assessment is booked or the on-site work begins.