What happens after a job is finished — warranty callbacks, punch returns, maintenance, and inspections, tracked as tickets that carry the original job's history.
Tickets Are Born From Jobs
A service ticket belongs to the completed job it's about, so the address, the history, and what was installed travel with it. Whoever takes the call doesn't have to reconstruct the job from memory.
Five kinds cover the ground: a warranty claim, a callback, a punch-list return, scheduled maintenance, and an inspection.
- Warranty · Callback · Punch List Return · Maintenance · Inspection.
- The ticket carries the finished job's history and address.
- Assign a service tech and book the visit from the ticket.
Four States
A ticket is Open until someone books it, Scheduled once it's on the calendar, In Progress while the tech is on it, and Closed when it's done. Open tickets read as urgent, because an unanswered warranty call is the fastest way to lose a customer you already earned.
- Open · Scheduled · In Progress · Closed.
- Service visits book into the Service lane on the calendar.
- Anything not Closed still counts as open work.
Warranty Versus Billable
Some service is covered and some isn't. Flag out-of-warranty work so it gets billed, and let genuine warranty work be free — the distinction is worth making deliberately rather than discovering at invoice time.
- Warranty callbacks are covered work.
- Out-of-warranty service can be billed like any job.
- Decide which it is when the ticket opens, not later.
Pro tip: A prompt warranty callback turns a complaint into a referral. Service is where repeat business is actually won — the sale just started the relationship.