Field Service

Intake, estimates, scheduled visits, AI dispatch, and signed service reports for field service teams.

The Field Service module is built for teams that send people on-site — MSPs, trades, HVAC, electrical, plumbing, equipment service, AEC. Capture customer requests through email or web forms, quote with optional upsell lines, schedule one or many visits per job, dispatch with AI, capture a customer signature, and email a branded PDF — all in one workspace.

How field service flows through Workestra

Customer reaches out
    │ (email to service@…, web form, phone, channel)
    ▼
┌── Request ───┐
│  Triage      │ → Reject  /  Convert to:
│              │     ├─ Estimate  →  Customer accepts  →  Work order
│              │     └─ Work order (no quote needed)
└──────────────┘
    │
    ▼
Work order ── creates one or many ──→ Appointments
                                          │  (multi-day, follow-ups)
                                          ▼
                                    Technician works on site
                                          │
                                          ▼
                                    Service report (PDF)
                                          │
                                          ▼
                                   Customer signs via portal

A request is what the customer asked for. An estimate is what you propose to charge. A work order is the committed job. Appointments are the scheduled visits — one work order can have many. The service report is the post-visit document the customer signs.

If the customer is already booked (no quote needed), skip estimates and convert a request straight to a work order. If they're already a contract customer, work orders generate automatically from the contract schedule.

What you can do today

Capability	Page
Take in customer requests (email, web form, channel)	Requests
Send priced estimates with optional upsell lines	Estimates
Track work orders + lines (labor, parts, expense, flat fee)	Work Orders
Schedule one or many visits per work order	Appointments
Dispatch with AI assistance (skill + proximity + workload)	Dispatch
Generate signed service-report PDFs	Service Reports
Manage technicians, skills, certifications	Technicians
Define geographic service areas	Service Areas
Recurring service contracts	Service Contracts
Customer-facing portals (work order, estimate, sign-off)	Customer Portal
Configure email intake alias	Email Intake

Enabling the module

Go to Settings → Modules.
Find the Field Service card and toggle it On.
Field Service appears in your sidebar.

Field Service connects natively with Stock (parts inventory), CRM (customers + companies), Assets (assets under service), Scheduling (technician availability), and Skills (the workspace-wide skills taxonomy). You can enable Field Service standalone — the other modules unlock additional capabilities but aren't required.

Page	URL	Purpose
Dispatcher board	`/fsm`	Live appointment kanban by status
Dispatch	`/fsm/dispatch`	AI dispatch suggestions for unassigned visits
Requests	`/fsm/requests`	Triage queue for incoming customer inquiries
Estimates	`/fsm/estimates`	Priced proposals awaiting customer approval
Work orders	`/fsm/work-orders`	All committed jobs
Appointments	`/fsm/appointments`	Every scheduled visit across all work orders
Service contracts	`/fsm/service-contracts`	Recurring service agreements
Technicians	`/fsm/technicians`	Field-team profiles + skills
Service areas	`/fsm/service-areas`	Geographic zones
Settings	`/fsm/settings`	Module configuration (limited UI today — most via API)

What's coming

Pre-launch — features queued for upcoming releases. Not available yet:

Dispatch calendar + map + timeline views — drag-and-drop reassignment, live technician GPS, route planning
Settings UI for service-type → skill mapping, SLA defaults, intake alias, numbering prefixes
Auto-invoice on completion — Finance bridge to materialize a draft invoice when a work order is marked billed
Crews (multi-tech assignments as a first-class entity), Equipment (truck-asset tracking), Trips (mileage)
RRULE-based maintenance plans with custom cadences
Outbound notifications (estimate-sent email, signed-report delivery email, SLA breach alerts via Slack/Teams)

These are in active development — your data will be ready when the UI lands.

Quick start

Enable Field Service in Settings → Modules
Add at least one technician (/fsm/technicians)
Add at least one service area (/fsm/service-areas) — even just "All territories"
(Optional) Configure intake email alias for request capture
Create your first request or work order