Notes, mentions and flags

Notes keep the team on the same page about a repair: what you found, what you told the customer, what's next. They live on the order's Activity tab, alongside messages with the customer and status changes.

Add a note

1. Open the service order and stay on the Activity tab.
2. Type in the box that says Add a note for the team.
3. To add pictures or documents, select Attach photos or PDFs.
4. Select Add note.

Use the chips above the timeline to show All, Notes, Messages with the customer, or Status changes.

Mention someone

Type @ and a team member's first name, such as @Alex, to mention them. If two people share a first name, write the whole name without spaces, such as @AlexRivera. The person you mention gets a notification under the bell at the top of the screen, with a link to the order. You can't mention yourself.

Flag a note for attention

Flag a note when something needs someone to act, such as a customer who needs a call back.

• Before you add a note, select Flag it next to Add note.
• On a note that's already there, select the flag icon.

A flagged note shows Needs attention, the order shows a flag on the board, and the order joins everyone's Needs action list on the Overview page. Select the flag icon again to clear it. To flag or unflag many orders at once, tick them in the board's List view and use Flag or Unflag.

Pin a note

Select the pin icon on a note to keep it at the top of the timeline, such as the customer's instructions. Select it again to unpin. Anyone can pin a note.

Edit or remove a note

The person who wrote a note can change it with the pencil or remove it with the bin. Owners and managers can change or remove anyone's. An edited note shows edited. Removing a note also removes its files, for everyone, and can't be undone.

Messages with the customer

Texts and emails with the customer about this repair show in the same timeline. For sending messages, see Texts and emails to customers.