Request service (portal)
Open Portal → Requests → NEW in Thermal →
What it's for
Request service lets a customer contact ask for a visit from the portal instead of phoning the office. The request lands on your Inquiries list, already linked to the customer and to the contact who sent it, so nobody has to work out who is asking.
Your customers reach it from the portal, at /portal/requests/new.
Tabs
The screen has no tabs. It is one short form.
Panels and controls
- Site lists the customer's service sites. A contact limited to certain sites sees only those.
- Unit (optional) lists the equipment recorded at the chosen site. The contact can leave it on "Not sure / whole site".
- What do you need? is the contact's own description of the problem.
- How soon? is Normal or Urgent.
- Arrival window is optional. The hint says "Pick a time that suits you. The office confirms the booking." The day list starts with No preference, then days in the next 14 days that still have an open window. Each open window is labeled Open. A full window is not offered. If it fills before the request is sent, the form says "That window just filled. Pick another time." A window that is not in that list is refused: "Pick an arrival window from the next 14 days, or leave it blank."
- Send request sends it. The contact then sees "Request sent" and that the office will contact them to book a time. The request does not book a visit by itself.
What it accepts
A site, an optional unit, a description of up to 2,000 characters, a priority, and an optional arrival window. Sending the same form twice records one request. Each contact can send up to ten requests an hour.
How to configure it
- Customer portal settings decide whether the portal is available at all.
- Each contact's portal access decides whether they can request service. A contact who can only view spending does not see this screen's link, and is told that their access does not include it.
- Site labels and equipment come from the customer record in the office app.
Who can see it
This screen is part of the customer portal. Your customers reach it with a portal login, and each contact can request service only for their own account's sites.
It is not part of the office app. Your staff see and handle the requests on Inquiries.