Available in Editions: All Editions

Create Service Report

- Permission Required: Service Reports

- Find out the Edition-specific limits for Service Report.

1. Select Service Appointments from the Work Order Management menu. Select the service appointment that you want to create the service report for. Select the Service report tab and click Create Service Report.
   Or
   Select Service Reports from the Work Order Management menu and click Create. From the Create Service Report popup, select the service appointment that you want to create the service report for and click Proceed.
2. In the Create Service Report wizard, do the following:
   
1. Click Next under Model Preview.
   Under Model Preview, you can view all the details that will be included in the report. The service report will have the company logo if one is included in the Organization Profile.
   
   
   
   
2. Under Technician Feedback, enter the Problem Statement, the Service Summary, Technician Name, and Technician Signature, and click Save & Next to proceed.
   Click Skip & Next if you want to proceed to the next step without providing information under Technician Feedback.
   
   
   
   The Problem Statement provided here will be added under the Request Details section of the service report. The Service Summary provided here will be added under the Service Details section of the service report. The Technician Name field will be pre-populated with the name of the user who is creating the service report. This field is editable. The user creating the service report can also add a signature in the Technician Signature field. The signature can either be drawn or uploaded as a file. The Technician Name and the Technician Signature will be used to populate the Done By details at the bottom of the generated service report.
3. Under Customer Feedback, enter the Customer Feedback, Customer Rating, Customer Name, and Customer Signature and click Save & Create to proceed. The signature can either be drawn or uploaded as a file.
   Click Skip & Create if you want to create the service report without providing information under Customer Feedback.
   
   
   
   The Customer Feedback, and Customer Rating, provided here will be added under the Customer Review section of the service report. The Customer Name field will be pre-populated with the name of the contact or company (if present). The Customer Name and the Customer Signature will be used to populate the Customer Signature details at the bottom of the generated service report.

Note:

1. Refer to the pricing page for details regarding the number of service reports you can create.
   
2. Click here to find out how you can customize the service report.

You can perform the following actions on a service report:

1. Edit the report
   
2. Clone the report
   
3. Add/Edit Customer Feedback
   
4. Add/Edit Technician Feedback
   
5. Download the report

Hover over the service report you want to make changes to. Click [  ] to edit the report. The other options will be available under the more options icon [  ]. You can also find these options in the List view of the Service Reports module under the Work Order Management menu.

Note: The Edit option will be available only if the status of the service report is Draft.

1. Log in to Zoho FSM mobile app.
   
2. From the Home screen or the All Service Appointments List View screen, select the appointment you want to create the service report for.
   
3. Select the Service Report tab and click the add [+] icon.
   
   
   
   
4. In the Create Service Report wizard, do the following:
   
1. Click Next under Model Preview.
   Under Model Preview, you can view all the details that will be included in the report.
   
   
   
   
2. Enter the Problem Statement, the Service Summary, the Technician Name, and the Technician Signature, and click Next to proceed.
   Click Skip if you want to proceed to the next step without providing information under Technician Feedback.
   
   
   
   The Problem Statement provided here will be added under the Request Details section of the service report. The Service Summary provided here will be added under the Service Details section of the service report. The Technician Name field will be pre-populated with the name of the user who is creating the service report. This field is editable. In the Technician Signature field, click Add to include a signature. The Technician Name and the Technician Signature will be used to populate the Done By details at the bottom of the generated service report.
3. Enter the Customer Feedback, Customer Rating, Customer Name, and Customer Signature, and click Save & Create to proceed.
   Click Skip if you want to create the service report without providing information under Customer Feedback.
   
   
   
   The Customer Feedback, and Customer Rating, provided here will be added under the Customer Review section of the service report. The Customer Name field will be pre-populated with the name of the contact or company (if present). This field is editable. In the Customer Signature field, click Add to include a signature. The Customer Name and the Customer Signature will be used to populate the Customer Signature details at the bottom of the generated service report.
   
   To go back to a previous step, click on the respective icon in the wizard.

The created report can be viewed later from the Service Report card in the Overview screen or under the Service Report tab.



Click the more options [  ] icon in the top-right corner of the service report for Edit, Download, Share, and Add/Edit Technician Feedback options. The Add/Edit Customer Feedback option will be available if you haven't added the customer signature. You can download the service report as a PDF. You can also share the service report externally.

Note: You can upload a signature file with size upto 200KB in the format .jpg,.png, or .jpeg.

Hide Pricing 

You can restrict users from creating a service report with the pricing information of the services and parts. To achieve this, create a custom profile with the Create, and View action of the Service Reports permission enabled but with the Show Pricing permission disabled.

1. They can View, Send, and Mark As Sent service reports that do not include the pricing information.
2. They can Create service reports without the pricing information.

Note: You can also use the Show Pricing option while customizing the service report template to create service reports without the pricing information of the services and parts.

Add Attachments

To add attachments to the service report, ensure that the Attachments section is selected in the Page layout while customizing the service report template. You can add images (.png, .jpg, .jpeg) as attachments. You can upload a maximum of five images, but the combined size of all images must not exceed 10 MB.

 

 

While creating or editing a service report, you can add attachments during the Technician Feedback step. You can add attachments to a service report in two different ways:

1. add attachments from existing notes
   
2. create new notes with attachments and add those attachments

To add attachments to a service report:

1. In the Technician Feedback step, click the Attachments dropdown.
   
   
   
   To add attachments from existing notes
   Click + on the attachment you want to include in the service report. The list of existing notes with attachments will be listed in the dropdown. The notes will be listed based on your permission.
   
   
   
   To add attachments from newly created notes
   Click Create New.
   
   
   
   Click Attach File to add attachments. Add notes, and click Save.
   
   
   
   Click + on the attachment you want to include in the service report.
   The note will be added under the Notes section of the service appointment.
   
   
   
   
2. Choose a Compression Ratio.
   Compression ratio is the ratio of the size of the compressed image to the size of the image used. It is a measure of how much the image has been reduced in size through compression. The higher the compression ratio, the lower the size. You can choose one of the following compression ratios:
   - High: 1/5
   - Medium: 2/5
   - Low: 3/5
   
   
   
   Click on the pop-out [] icon to open the Attachments window in an enlarged view.
   
   

Note: It is important to remember that only the attachments in the notes can be included in the service report. You have the option to include attachments from existing notes or to create new notes with attachments while creating/editing the service report and adding them.

Add Attachments from the Mobile App

1. Hover over the service report and click the Edit [  ] icon.
   
   
   
   
2. Make the necessary edits using the Edit Service Report wizard and save the changes.

1. Log in to Zoho FSM mobile app.
   
2. From the Home screen or the All Service Appointments List View screen, select the appointment whose service report you want to edit.
   
3. Select the Service Report tab and click the service report you want to edit.
   
4. Click the more options [  ] icon in the top-right corner of the service report and select Edit.
   
   
   
   
5. Make the necessary edits using the Edit Service Report wizard and save the changes.

Adding And Editing Customer Feedback  

1. Hover over the service report and select Add/Edit Customer Feedback from the more options icon [  ].
   You will not be allowed to proceed if the customer signature has been added or if the status of the service report is Sent.
   
   
   
   
2. Make the necessary edits and save the changes.

1. Log in to Zoho FSM mobile app.
   
2. From the Home screen or the All Service Appointments List View screen, select the appointment whose customer feedback you want to add or edit.
   
3. Select the Service Report tab and click the service report to which you want to add or edit the customer feedback.
   
4. Click the more options [  ] icon in the top-right corner of the service report and select Add/Edit Customer Feedback.
   This option will be available only if the customer signature hasn't been added or if the status of the service report is Draft.
   
   
   
   
5. Make the necessary edits and save the changes.

Adding And Editing Technician Feedback   

1. Hover over the service report and select Add/Edit Technician Feedback from the more options icon [  ].
   You will not be allowed to proceed if the status of the service report is Sent.
   
   
   
   
2. Make the necessary edits and save the changes.

1. Log in to Zoho FSM mobile app.
   
2. From the Home screen or the All Service Appointments List View screen, select the appointment whose technician feedback you want to add or edit.
   
3. Select the Service Report tab and click the service report to which you want to add or edit the technician feedback.
   
4. Click the more options [  ] icon in the top-right corner of the service report and select Add/Edit Technician Feedback.
   This option will be available only if the status of the service report is Draft.
   
   
   
   
5. Make the necessary edits and save the changes.
   

Send Service Report 

1. Select Service Appointments from the Work Order Management menu. Select the service appointment whose service report you want to send. Select the Service reports tab, and click the service report you want to send.
   Or
   Select Service Reports from the Work Order Management menu and click the service report you want to send.
2. Click Send.
   Note that the status of the report will be Draft.
   
   
   
   
3. Click Send.
   By default, the checkbox for Add Service Report PDF will be selected. If you do not wish to include the service report PDF in the email, deselect it. To rename the service report PDF, click on its name and enter a new value. The email templates that you have created for the service report module will be listed in the Template dropdown, along with the default Standard template. When the email is sent, the placeholders in the email template will be replaced with actual values.
   In the From field, choose a sender email address.
   In the Send To field, you can use the following email addresses:
   - Contact email address (if only contact is present for the work order)
   - Company email address (if a company is present for the estimate)
   - Email addresses of the Company's Contacts (if a company is present for the work order)
   - An email address entered by the user in the Email field of the work order
   In the Cc and Bcc fields, along with the email addresses available in the Send To field, all active confirmed users will also be listed. In each of these fields, you can select a maximum of five email addresses.
   
   
   
   If there are no sender email addresses, then the service report will be sent from noreply@sender.zohofsm.com.
   
   
   

1. Log in to Zoho FSM mobile app.
   
2. From the Home screen or the All Service Appointments List View screen, select the appointment you want to create the service report for.
   
3. Select the Service Report tab and click the report you want to send.
   
   
   
   
4. Click the Send [] icon.
   The status of the report will be Draft.
   
   
   
   
5. Click the Send [] icon.
   In the From field, choose a sender email address.
   In the Send To field, the contact email address will be populated.
   
   
   
   If there are no sender email addresses, then the service report will be sent from noreply@sender.zohofsm.com.
   
   

 Once the report is sent, the status changes to Sent. Click the Send [] icon to send the report again.

Clone Service Report

1. Select Service Appointments from the Work Order Management menu.
   
2. Select the service appointment whose service report you want to clone.
   
3. Select the Service report tab. Hover over the service report you want to clone and select Clone from the more options icon [  ].
   
   
   
   
4. In the Clone Service Report form, click Save.
   
   
   

Reports

Sample Service Report