Take a service call

Most service calls open themselves, from an email to your service mailbox or from the public request form. This is how you open one by hand when a customer phones or walks in.

Before you start

Florio Service must be turned on for your workspace, and you need the permission to manage service calls. See Set up Florio Service.

Steps

1. Go to Service Calls and choose New Service Call. You can also start one already attached to a place, from a site or an asset record, which fills in the customer for you.
2. Give the call a short Title that says what is wrong, for example “Conference room display shows no signal”.
3. Set the Customer. Leave it empty to send the call to Triage for someone to match later.
4. Pick the Contact. This is the person Florio emails about every visit on this call, and once a customer is set it is required. The list holds that customer’s own people, so you cannot accidentally point a call at someone from another account.
5. Point the call at a Site, and an Asset if a specific piece of equipment is involved. If the site is covered by a plan, set the Contract, and the call bills against the plan at no charge to the customer.
6. Set the Priority and the Category. The category carries a default visit length, and the priority drives the first-response and resolution targets from your SLA matrix.
7. Add the Caller name, Caller email, and Caller phone if the person who reported the problem is someone else, and write what they told you in Problem.
8. Choose Create call.

Screenshot from a demo workspace; data illustrative.

Contact and caller are different people

The Contact is who Florio writes to: the appointment email, the day-before reminder, and any notice that a visit moved or was called off all go to them. The Caller is simply who reported the problem, which is often a receptionist or whoever happened to be standing next to the broken thing. Keeping them apart means the person who has to be at the door gets the email, and the person who phoned it in does not get appointment mail they cannot act on.

A call that came in by email or through the request form may arrive with no contact, because the sender is not on the customer’s record yet. The call still opens, and its page carries a strip offering to pick a contact or add the caller to the customer. Until you do, appointment email falls back to the address the call came from.

Good to know

• A call with no visit yet is an Unscheduled open call: it shows in that stat and in the Crew Board’s Needs Scheduling rail until you add a visit. Put a technician on it in Schedule and dispatch a visit.
• The Service Calls list is one place for both help-desk tickets and field jobs. A ticket you answer without going on site is simply a call that never gets a visit.

Screenshot from a demo workspace; data illustrative.