Overview
Place a job on hold when you need to wait for someone or something before you can move forward with it. For example:
A permit is pending
You are waiting for parts or materials to be delivered
You need authorization from a manager, subcontractor, or client
You haven't been able to get in touch with the customer to reschedule the job
Who uses this feature
Dispatchers and CSRs
Applies to all business types
Applies to all trades
Things to know
You can view a list of all appointments that are on hold at the bottom of the dispatch board.
Placing a job on hold is different than pausing it. For more, see the following articles:
Manage hold reasons
Adding job hold reasons that accurately reflect the reasons why jobs are placed on hold helps provide accurate reporting and record-keeping. Hold reasons should be meaningful, specific, and easy to understand by everyone at your business.
Note: Only administrators and users with the correct permissions can manage hold reasons. Contact your administrator if you need permissions to manage hold reasons.
Add or edit a job reason
Go to the top toolbar and click Settings
.In the side panel, go to Operations > Cancel and Hold Reasons.
Click Add to add a job hold reason or Edit next to the job hold reason you would like to change.
Click Save.
Activate or deactivate job hold reasons
Job hold reasons can be deactivated or activated in bulk.
Go to the top toolbar and click the Settings
.In the side panel, go to Operations > Cancel and Hold Reasons.
Check the box or boxes for the reason or reasons you would like to activate or deactivate.
Click Activate or Deactivate.
Confirm your activation or deactivation.
Place a job on hold
When placing a job on hold, all appointments for that job are placed on hold. You can reverse that action when you are ready to resume the job.
From the job you would like to place a hold on, click Job Actions > Hold All Appointments.
Select a hold reason from the dropdown and add comments, then click Hold.
When you're ready to resume all appointments, click Job Actions > Remove Hold From All Appointments.
FAQ
What do you do if a service call requires a special part to be ordered?
Sell an estimate for the replacement part and choose to perform the work later.
The sold estimate is in the Follow Up tab. You can leave it there and book the install when the part comes in, or book the install job now and put it on hold with a tag that says waiting for parts. A project is created when you schedule the installation. That project includes the service call and the install job.
If you put the job on hold, be sure to schedule a report for all the jobs you have on hold so that you don't forget about them.
What do you do if the customer needs to cancel temporarily, and we don't want to lose all of the items on the invoice?
Put the job on hold until the customer is ready to move forward. Create a report for all jobs on hold so that you don't forget about them.