This improvement to the Customer Portal shows the next scheduled service or inspection date on equipment records, so customers can see upcoming service without contacting your office.
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What's changing?
Previously, customers who viewed equipment records in the Customer Portal could see service history but had no way to know when their equipment was next scheduled to be serviced. To get that information, they had to call the office or search through email. Now, the next service or inspection date appears directly on each equipment card in the equipment list view and in the service history panel when viewing an individual equipment record. The date reflects the soonest upcoming visit or job linked to that piece of equipment.
Resources
Before and After
Before (Current)
A customer logs into the Customer Portal and navigates to the equipment list.
The customer sees each equipment card with service history but no upcoming service date.
To find out when their equipment will next be serviced, the customer calls the office.
An office employee looks up the scheduled job or service agreement visit and shares the date with the customer.
Impact: Customers lack visibility into upcoming service dates, which creates extra inbound calls and interrupts office workflows.
Try the current workflow in your account.
After
A customer logs into the Customer Portal and navigates to the equipment list.
Each equipment card now displays the Next service or inspection date — the soonest upcoming appointment or service agreement visit linked to that equipment.
The customer clicks the date to go directly to the job record or the list of upcoming appointments.
If no upcoming service is scheduled, an appropriate empty state is displayed.
Impact: Customers can check upcoming service dates on their own, reducing inbound calls and giving end customers a more complete view of their equipment history.
Test the changes in the NEXT environment.
Who uses this feature
Commercial Service and Replacement, Residential Service and Replacement
Administrators
Region availability: All regions
How it works for your industry
Commercial Service and Replacement
A facilities manager oversees a large commercial building with dozens of rooftop units (RTUs) and air handling units (AHUs) on a service contract. After logging into the Customer Portal, they can see the next scheduled preventive maintenance (PM) date on each equipment card without calling the office or reviewing paper service schedules.
A property management company managing multiple locations wants to confirm that an HVAC system at one of their sites has a scheduled inspection before the summer season. They open the equipment record in the portal, see the upcoming inspection date, and click through to the appointment details — all without contacting the service team.
A commercial customer receives a service agreement that includes quarterly inspections. In the Customer Portal, the next service or inspection date automatically reflects the soonest upcoming visit, so they know at a glance when a technician is expected on site.
Residential Service and Replacement
A homeowner wants to know when their furnace will next be serviced under their membership plan. Instead of calling the office, they open the Customer Portal, find the furnace in the equipment list, and see the next service date right on the equipment card.
A homeowner with a service agreement for their air conditioning (AC) system logs into the portal before summer to confirm a tune-up visit is coming up. The next service or inspection date is displayed in the service history panel alongside their equipment's service history.
A customer who had a water heater replaced recently opens the equipment record in the portal to see when the new unit is first scheduled for service. The upcoming appointment date is visible without any calls to the office.
How to Prepare?
Confirm Customer Portal access is enabled. This improvement is automatically available to all customers with the Customer Portal configuration turned on. If your account does not yet have the Customer Portal enabled, have an administrator reach out to Support or your Customer Success Manager (CSM) to have the Customer Portal and any prerequisite configurations enabled.
Review your portal visibility settings. If your account is configured to hide scheduled jobs or unscheduled service agreement visits from the Customer Portal, the next service date will also be hidden for those record types. Confirm your settings reflect your intended customer experience.
Inform your customer service team. Let Customer Service Representatives (CSRs) and dispatchers know that end customers may now see upcoming service dates in the portal and may reference them when calling in. Align on how to handle questions about specific appointment details.
Bookmark the relevant knowledge base articles for team training on the Customer Portal end user experience: