How to Log a Customer Service Request

3 min read
Feature: Request

A Customer Service Request is the intake point for customer issues, calls, or warranty claims. Triaging these logs immediately helps dispatchers classify urgency and coordinate schedules without losing critical call details.

Business Outcome
Logging calls captures the exact problem description. This ensures office staff route emergency callbacks first and maintain a transparent service history on every account.

Step-by-Step Walkthrough

1

Open the Customer Service Hub

From the main workspace navigation, select Customer Service. Here you will see active calls, tickets, and unresolved requests.

2

Log a New Request

Click the Log Call / Request button. The app presents the service ticket form.

3

Identify Caller and Customer

Search for the caller's name. If they match an existing record, the system links their account. Otherwise, collect billing name, email, and phone.

Field Requirement Purpose / Details
Caller Name Required First and last name of the caller.
Phone Number Required Primary contact phone for dispatch.
Linked Account Optional Search and select existing customer profile if found.
4

Specify Request Details and Category

Choose the service category (e.g., HVAC Repair, Plumbing Leak) and type the customer's problem in the Description box.

Field Requirement Purpose / Details
Category Required Select service division for routing.
Priority Required Low, Medium, High, or Emergency (color-coded).
Problem Description Required Exact description of the issue.
5

Route the Service Request

Depending on caller urgency, select one of the routing options: 'Convert to Lead', 'Create Job & Book Now', or 'Save as Pending Ticket'.

Validation Rules

To keep operations reliable, Service Opus enforces the following rules for this workflow:

  • Required Caller Info: Either a linked customer record or a new name/phone must be supplied.
  • Description Length: Problem description must be at least 10 characters long to ensure meaningful detail.
Important Rule
Emergency priority requests automatically trigger sound alerts and desktop banners for active dispatch users on shifts, ensuring response compliance.

What's Next?

Once you finish this task, continue with these related workflows:

Convert Lead to Customer

Learn how to turn new call leads into active customers.

Schedule and Dispatch a Job

Learn how to schedule dispatch tickets directly to crew timelines.

Ready to try this workflow?

Use the walkthrough to evaluate the workflow, then test it in Service Opus with real scheduling, quoting, invoicing, and customer data.

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