Multi-visit jobs
Some jobs take one trip. Others don't — a repair that gets diagnosed on the first visit and finished once a part arrives, or a project spread across several site days. Thermal handles that without splitting the job into separate jobs: one job can carry several visits, each with its own time, technician, and status, while the job stays one record with one number, one line-item list, and one invoice at the end.
Add a visit
From a job's Details tab, the Visits section lists every trip scheduled against the job. Click Add visit to schedule another one:
- Set a start time (required) and, optionally, an end — it defaults to a two-hour window if you leave it blank.
- Pick a technician, or leave it Unassigned to assign later.
- Submit. The new visit goes through the same placement checks as any other scheduling move (see Schedule and assign a job) — a warning asks you to confirm, a hard block stops it and explains why.
Add visit is hidden once a job is completed, invoiced, or canceled — there's nothing left to add another trip to.
Reading the visit list
Each row shows the visit's date and time window, who's on it (a technician's name, a subcontractor's name, or Unassigned), and a status pill — Scheduled, Assigned, En Route, Arrived, In Progress, Completed, or Canceled. That per-visit status is separate from the job's own status at the top of the page.
Each open visit has a More visit actions menu:
- Reschedule… sets a new start time for that visit only.
- Reassign technician… and Reassign subcontractor… move who is on it. Unassign appears when someone is already assigned.
- Start work is the forward step from Assigned, En Route, or Arrived. Mark complete appears only once the visit is In Progress. An arrived visit does not offer Mark complete — start the work first. If the step is refused, the row shows the reason.
- Cancel visit takes that visit off the schedule. Other visits on the job stay. Confirm with Cancel visit, or Keep visit to leave it.
The Assigned Technician card above the Visits section always targets the primary visit — the most relevant one still in progress, or, once everything's wrapped up, the most recent one. Reassigning from that card retargets the primary visit specifically; it doesn't touch the others.
How the job's own status is decided
A multi-visit job isn't Completed until every one of its non-canceled visits is. If one visit finishes while another is still scheduled, the job stays at whichever stage reflects the work still outstanding — it doesn't jump ahead just because the first trip went fine.
Signature capture happens per visit. Any mandatory completion checklist or inspection your company requires only gets enforced on the visit that would actually close out the whole job — an intermediate visit (with open siblings still ahead of it) completes on its own signature alone, no checklist gate.
Canceling one visit vs. the whole job
On the board, a card is the whole job, and it only stays in the column you drop it on. Dragging a job's only visit back to the Unassigned column takes that visit off the schedule and returns the job to the backlog. If the move would leave the job in a different column, it is refused and nothing changes. That includes a job with more than one open visit: "This job has more than one open visit. Move a single visit from the Schedule tab or the job's Visits list." To take one visit off a multi-visit job, cancel just that visit from the Schedule tab or the Visits list; it doesn't touch the job's other visits. Cancel Job, at the bottom of the job's Details tab, is different: it closes the entire job and can't be undone.
Schedule history
Every placement, reschedule, and override on a job — across every one of its visits — is logged on the History tab, oldest to newest, with who made the change and why. That's the place to check when a multi-visit job's timeline looks off and you need to see exactly what moved and when.
Reference
- Visit and job status values — the full appointment and job status enums, generated straight from the product, are in Status & domain values.
- Who can reach Jobs — Owners, Dispatchers, and Office users; not Technicians. See Roles & permissions.