Service Records and Completion Workflow

Create or update the work record

• Open a job from Jobs, or open your assigned work, and find Service Record. You can also find existing records from Service records.
• In Internal work record, enter Diagnosis / issue found, Work performed, Parts and materials, and relevant Technician notes.
• Select the equipment serviced when equipment is linked to the customer location. Use Service photos on the job for supporting images.
• Choose Save only to keep your work. Return to the same record to make an authorized update, including after the job is completed.

A Service Record documents the visit; the job’s completion action is separate. Cancelled jobs do not accept Service Record edits. An appointment can exist without a Service Record, so do not create an empty record just to make an appointment available to the customer.

Prepare a customer-facing summary

Office users can enter a clear account of the completed service in Customer service summary → Customer-facing summary. Explain the result and useful next steps without copying private team notes. You can prepare it before completion; it becomes customer-visible after the appointment is completed.

Saved updates to a completed appointment’s summary appear in the authorized customer view automatically. Save only prevents a new email notification, but does not hide changes to an already visible summary. Internal work details and private attachments remain private.

Choose whether to notify the customer

• Save only — saves the record and any permitted summary edits, without sending a summary email.
• Save & notify customer — saves the record and requests an email directing the customer to their authorized service information. The job must be completed and have a non-empty customer summary and an eligible recipient.
• If notification is unavailable, read the message beside the action. For company-added work, the customer needs an approved Customer Portal invitation and the business portal must be enabled. Assigned Zwivio work uses the verified homeowner’s authorized service information.

Office and field access

Owners and dispatchers with the required office access manage customer-facing summaries and notifications. Assigned field team members work on permitted internal details; job assignment alone does not grant summary editing or customer notification controls. Service Records require Field Console Pro access for both company-added and Zwivio-assigned jobs.

What the customer can read

Authorized customers can revisit completed customer-facing summaries through the Customer Portal for eligible company appointments; Zwivio homeowners use their authorized service information. They do not receive the private Internal work record or unrestricted access to uploaded files. Use Documents, Attachments, and Service Photos for the separate file-sharing rules.

For Zwivio-assigned work, follow the job’s separate completion requirements as well as documenting the visit. The Service Record does not replace those requirements.