The Work Orders feature can be found scrolling down the left menu:
Work Orders can be used by your business to keep track of item repairs for your customers. With our Work Orders feature you can keep track of the cost of repairs, the due date of repairs and any special notes that technicians need to keep in mind when working with a customer's Item. All Work Orders create a sale, and once payment has been collected on that sale the information will show up in your sales reports.
An example use case for Work Orders would be a cell phone shop that offers repairs as a service or a sports company that offers a warranty on items like tennis racquets or other equipment should it break after use.
When you create a Work Order you create a sale, but remember that sale will not show up in your reports until you have collected payment on the work order.
In this article you will find how to:
- Create a New Work Order
- Understand Work Order Fields
- Print Sales Receipts
- Edit a Work Order
- Customize Views and Fields
- Perform Quick Actions
Create a New Work Order
- Open the Work Orders feature in the left menu
- Click to create a New Work Order in the upper right of the screen
- Type the customer’s name and the item that needs to be repaired and select them from the drop down that will appear
Please note you can only create a Work Order for one item at a time. If there is more than one item a customer needs repaired, they will need separate work orders.
If this is a new customer just using your repair service you can jump to the customer creation screen by clicking the blue icon next to the customer search field. More information about customer creation can be found here.
If a customer has brought in an item not sold in your store inventory you can jump to the item creation screen by clicking the blue paper and pencil icon next to the item search field. More information about item creation can be found here.
- Click Save to create your work order
Once you have created your work order you will see all the additional fields that you can fill out to keep record of all work order details.
Understand Work Order Fields
After creating a work order there are several sections to add additional further information. For information on how to edit information already entered see the Editing a Work Order section.
These are the fields in the top most bar:
Here is where you can change the recorded status of a repair. Click next to the current “status” to choose a new one from the dropdown. This will affect how the Work Order will display on the main page and be sorted when searching for it.
The status will print on the Work Order Receipt and the Sales Receipt.
By default there will not be a notification sent to a customer. If you would like to send a notification to a customer via email or SMS, you will need to edit the individual status settings. You can see how to do that in the Customizing Views and Fields under Statuses.
Here you can change the details of the sale for your return services. You are able to adjust the date and time, choose a different customer, technician and add comments to the Sales Receipt.
To change the customer name, you can start typing the customers first name and find them in the dropdown selection. The same can be done to change the Employee field.
If you click the checkmark for Comments on Receipt, than anything typed in the box below will print with the Sales Receipt.
Here you can also choose to email the Sales Receipt to the customer by clicking Email Receipt.
If there are other changes you wish to make to the Sales Receipt and order, click the Change Order button. For further information look at Sales documentation.
You can also delete the entire sale and work order here.
Here you can print a Work Order Receipt. This is useful to give to customers so that they have a record of what they dropped off for repair. The following will appear on a Work Order Receipt:
- The date of creation
- Customer information
- Item Being Repaired
- Parts & Labor items
- Public Notes
- Additional Information that has been marked to appear on the receipt (see below for further details)
Double check all information before hitting Print again to create a physical copy of the Work Order Receipt.
Here you can either print a barcode for the item being repaired as well as parts and labor or export an excel sheet with the item information.
To change the size of the barcode that prints you can adjust the values in the above section and click Submit. You can scroll down to see sample barcodes from the changes you have made. When the barcode looks the way you want, select Print.
If you want the barcode to go back to the original measurements, select Reset Labels.
To export an Excel Sheet with the barcode number, item names and prices, select Excel Export.
Here is where you click to save and close out of the Work Order information. You will be brought to the Work Order main page.
These are the remaining fields that can be filled in for work order information:
Check this box as a note to yourself if a customer’s repair is covered under your company warranty. This will not affect anything in the sales receipt or your reports but the information will print on your sales receipt.
This drop down allows you to assign one of your employees to the work order. For more information about adding employees or granting them permission see here.
Estimated Repair Date
Here you can set an estimated time and date for the repairs so that your customer knows when to expect their item. This information will print on the Sales Receipt and Work Order Receipt.
Click inside the blank space to choose a calendar date.
If you wish to select a specific time, click the clock at the bottom of the calendar and choose the appropriate time. Once done hit the enter key on your keyboard to leave the calendar options.
Here is where you can record the dollar amounts of how much you believe labor and parts may cost you. This will not show on the Work Order Receipt or the Sales receipt, it is solely for your reference and viewing.
Parts & Labor
Here is where you can select any items from your inventory that will be used in the repair or replacement. What you select here will show up on the Sales Receipt and Work Order Receipt.
If parts and labor are needed that have not been created as items, you can jump to the item creation screen by clicking the blue paper and pencil icon. More information can be found about item creation here.
You can edit the Price and Quantity of entered items by clicking on the numbers and filling out the new information. Once complete click the blue box with a checkmark to save the changes. Any items entered and their quantity will automatically update the inventory.
You can add multiple items under Parts & Labor. To remove an item hit the red circle x to the left of it’s Quantity.
Here important notes about interactions with a customer or things to know about the repair can be recorded. Please note that unless a note is marked as Internal it will print on the Work Order Receipt. No notes will print on the Sales Receipt.
To create a Note click the + sign in the right corner of the section. Fill in the Note and Detailed Note as needed.
If you do not want a customer to see the note printed on their Work Order Receipt, you must check the box for Internal Note before clicking Save.
Public notes that will print on Work Order Receipts will appear grey. Internal notes that will not be printed appear in pink.
Edit notes by clicking the blue pencil icon in the corner right. Delete notes by clicking the blue trashcan icon.
Here you can attach any images of the items in need of repair. Multiple images can be added here, with a file limit size of 25 mb. Simply drag and drop an image or click to upload.
Here is where custom fields for additional information will appear for your Work Orders. To see how to add custom fields see Customize View and Fields further down. Information entered here will only print on the Sales and Work Order Receipts if selected to when adding the field.
Print Sales Receipts
To print the Sales Receipt for a work order, locate it on the main Work Orders page in the queue. Click on the name in the Work Order column to open up the Sales Receipt.
From there you can select to Print the Sales Receipt or even send the customer an email with Email Receipt. For more information about the Sales Receipt page please see here.
What prints on the Sale’s Receipt?
- Order Date
- Employee Name
- Items, cost and quantity
- Parts & Labels, cost and quantity
- Public notes
- Any Additional Information Fields selected to be visible
Edit a Work Order
To edit a created work order, return to the main Work Orders page.
Find the work order that you want to change in the queue and click Edit to the left of it’s name.
All information can be edited the same way it was originally filled in. See Understanding Work Order Fields above.
When finished with edits, make sure to select Done in the top right to save edits.
Customize Views and Fields
On the main page of the Work Order feature you can see the queue of every work order that has been created. You have the ability to search and filter the work orders that you can see. You also have the ability to change the information that displays and the order it appears in. There are some settings that can add sections of information for you to fill out on the work orders themselves.
Sort by Status
You can click any of the status options to filter the queue by that status. Underneath each status there is a count of how many work orders have been set to that state.
For example, clicking In Progress filters the queue to only display items with the status of In Progress below. In order to remove the filter and see the entire queue, hit the red circle x.
Only one filter can be used at a time. If you click Out For Repair only work orders with that status will be visible in the queue until a new filter is picked or the filter is closed out.
Edit and Create Statuses
You can create custom statuses and remove statuses if the ones available do not fit all of your company needs. Click the ellipsis (...) to the right of the screen and select Manage Statuses.
You can delete unneeded statuses by clicking [Delete] to the right of the title. Please note that you can not delete statuses that is currently assigned to a work order.
To edit an existing status select [Edit] to the right of the title.
Here is where you can change the title of a work order, whether selecting the status notifies a customer, the color of the status tile on the main page and the order in which it appears.
Sort Order runs from smallest to largest number. That means a status with the sort order of 1 will appear before a status with the sort order of 10 in a drop down, and to the right of the other status on the main page.
To change the color of a status on the main page, click inside color and either type the hex code for the desired color or choose it in the below chart.
To create a new status select Add Status and then fill out the corresponding sections.
To leave the Manage Statuses screen select Done in the top right.
Add or Remove Queue Columns
On the Work Orders main page the queue has columns that allow you to see information at a quick glance. You can customize what information is visible as well as what order it is shown in, left to right.
Click the gear icon in the left to modify the columns.
A drop down appears with all available columns. Clicking the checkbox to the right will make that column visible. To move a column to the left on the main page, click over the three horizontal lines and drag and drop it up in the list.
The collect Payment column cannot be rearranged or removed from view.
For example, selecting the Date column and dragging and dropping it above the Work Order Sales ID, will make the Date column appear to the left of the Work Order column.
Sort by Technician
Click the dropdown to see the names of employees. The queue will filter to only show Work Orders that have been assigned to that employee. To change employee permissions and if their name appears here see Employee Setup.
Search by Customer
To find an order by customer name, start typing a customer’s name in the Search Work Orders box. A dropdown will appear where you can select the customers name. Hit the blue magnifying glass to perform the search.
Only Work Orders with that customer name will appear in the queue. Once finished, hit the x to the right of the magnifying close to clear the filter and see all work orders in the queue.
Add Additional Fields in Work Orders
This is where you can add custom fields to collect more information in your work orders. Anything you create will appear at the bottom of a work orders additional information page. See Understanding Work Order Fields for more information.
Click the ellipses (...) to the right on the main work order page. Select Custom Field Configuration.
You can add up to 10 custom fields. You have the following options when you create a custom field.
Name - This is what the section will be called on your work orders page.
Type - Clicking reveals a dropdown where you can choose between:
- Phone Number
Show On Receipt - Checking this will show any information entered in the field to print on receipts.
Hide Field Label - This means that the name of the section will be hidden from the Sales Receipt but the value entered for it will still be shown.
For example, if an Additional Field was made with the name of Date of Parts Ordered and the date entered was 1/23/2021 and this checkbox was selected, all that would print on the Sales Receipt would be 1/23/2021.
Required - A technician cannot save a work order without filling that field out.
Perform Quick Actions
On the main page of the Work Order feature, you can perform quick actions by checking the box next to any order you wish to change. You can select one, or multiple items at once for bulk actions and perform the following tasks:
Collect Payment - Clicking here brings you directly to the Sales screen where you can record a payment for a work order. Note that until payment has been collected on a work order, it will not show up in any of your Sales reports.
Delete - Erase selected work orders and their records
Clear Selection - Remove the check box from any selected
Print Work Order - Prints the Work Order Receipt for any of the work orders that have been selected
Print Service Tag - A short cut from where you can print barcodes or export excel sheets of item information related to the selected work orders
Change Status - Allows you to quickly and in bulk change the status of any work orders that have been selected. If a status is set to send notifications to a customer, changing it here will still send that notification.
Export Excel - Downloads an excel sheet of all items from all the work orders selected