A job well done starts with having the right tools. Outfit your business and team with some of the best.
ProDesk works on any connected device and with our native mobile app all your information is available at the touch of a finger.
No more shuffling folders and paperwork, searching your email or texts. All of your up-to-date information is a click away.
ProDesk is built with you in mind. Your business and how you operate is unique. Utilize customizations and configuration to make ProDesk work for you.
When everyone is on the same page things just runs better. The office and field techs will benefit with real-time updated information on every job.
ProDesk solutions reduce the time you spend on administrative tasks and helps scale your operations, grow your business, and optimize productivity.
Getting home at the end of a long day just to wrap up administrative work? With ProDesk tackle that admin work real-time in the field and relax when you get home.
A job well done starts with having the right tools. Outfit your business and team with some of the best.
Adding a service request is easy, if you have enabled online booking, customers can navigate to your form and submit themselves, if not the manual process is a breeze. Go to your work order screen, click add work order, select the work order type, select an existing customer or add new customer details, fill in the applicable information and submit your quote.
When you add or receive a new service request you will be notified by email, text, or push notification however you decide to receive notifications. When you log into ProDesk you will navigate to your work order list view and new service requests will be listed under Not Quoted. You will have all of the pertinent customer information so you can give them a call to discuss or you can review the request and submit your quote.
Sending your customers a great looking quote is simple. You upload your logo, we take care of the rest. Customer can view their quote through email, text, or from their customer portal.
Optional add-ons are line items that are an additional service that is complementary to the primary service request. You can display add-ons to the customer at the time of their request if they are booking online or you can discuss them in-person and include them when you build your quote in ProDesk. Customers can review the optional add-ons and choose to accept or decline based on their needs.
Once your customer receives a quote they are directed to the customer portal. After the customer logs in with their phone number and pin they will see their quote on the dashboard. They can then go into the service request and review the quote to either accept or reject.
Customers can view add-ons and decide to accept or decline. If the add-on is listed the customer must either accept or decline, this will be captured and displayed in the work order. This eliminates miscommunication as to if additional services are approved or not. If a customer declines an add-on but later decides that they do want it they can easily return to the quote and accept it after the fact.
Once a customer has accepted your quote, you will be notified and the service request becomes a work order. If the schedule date is available and selected the work order appointment will be added to the schedule.
Easily display your online booking form directly on your website with a few lines of code.
Product status can be enabled at the work order type level to capture the status of a product. If the service you are providing does not depend on this it can easily be turned off.
If you have the service timeline enabled the customer can choose a couple tentative days and times that they are available. After request submission you can review and approve date or select alternate dates/times.
You can also set specific time windows and appointment slots for the customer to choose from.
The customer completes the online request by entering their contact and service location information. Once they submit the request the system will generate a pin number and direct them to the customer portal.
The widget settings allow you to customize the booking form to fit the style and colors of your website. This is also where you copy the code to embed the widget on your website.
Payment options allow you to determine when your customer pays for the service.
The work order list view displays all of your work orders in a tabbed view for easy navigation. From the list view you can also;
The work order overview displays the most relevant information at a glance.
Work order statuses tell you where the work order is in its lifecycle and can be changed manually or set to change automatically based on events.
Work order status settings allow you to create custom statuses for your work orders.
Work orders are designed to organize a large amount of information, not every work order type will need access to all the available information but it will still be uniform and easy to navigate. Tabbed views allow you to move around the work order quickly to find the exact information you need at that moment.
Actionable items are the physical events that move a work order along to completion. They are easy to navigate and keep everyone on the same page as to what needs to happen next. List below are tools that help keep everyone organized.
These tools are all available to the degree at which you choose to utilize them. There is more detailed information about each item available.
Work orders are great at keeping all of your information in one easily accessible place. Some of the things that are readily available are;
The accounting tab give you an overview of the financial information for the work order. It display a snapshot view of;
Easily manage and track your invoices with custom views, search, and list view functionalities. Gain an efficient overview of all your invoices, simplifying your workflow and enhancing productivity.
Easily manage and track your invoices with custom views, search, and list view functionalities. Gain an efficient overview of all your invoices, simplifying your workflow and enhancing productivity.
Easily access invoice related communication and internal notes for efficient, organized communication. Our platform centralizes all invoice-related information, enabling seamless communication for improved productivity and customer satisfaction.
Tasks associated with this invoice will be displayed here. Invoice task should not be confused with work orders tasks as they are two different entities.
Claims are mostly used by subcontractors that are performing work for you. Claims allow your contractors to complete work orders and submit a claim for review and approval.
Payouts are where any and all payouts to contractors or employees are displayed. From here you can view, approve, and mark as paid.
Customer and client payments are listed here. If payment has been applied either manually or through online payment you will see it here. You can also process refunds and partial refunds here.
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The schedule view will allow you to view your day, week, and month quickly so you can gauge your volume and resource needs. You can also display in agenda view and timeline. With color changes based on status you’ll always know what’s going with a quick glance. Check out the schedule agenda view.
Just click the work order that you would like to view and a full page work order pop-up will display for you to manage and update.
Timeline view allows you to see what is happening with the work order in real time. A red timeline will display the current time within the time window of the workorder.
The overview displays all pending and completed deliverables along with;
Deliverables can be added to the work order at anytime. If you complete the same type of work order often you can add the deliverables at the work order type level and evert time the work order is created all of the deliverables that are required will automatically be added upon creation. You can name the deliverable and choose the file type when adding.
Deliverables can be uploaded from any connected device. Save yourself administrative time and collect all deliverable photos in the field. Photos can be added directly from a mobile device camera roll or choose to take the picture at upload.
Deliverables can be uploaded from any connected device. Save yourself administrative time and collect all deliverable photos in the field. Photos can be added directly from a mobile device camera roll or choose to take the picture at upload.
The approval authority is permission based, you are able to indicate who is allowed to approve deliverables and see who approved and when.
While attachments are not part of the deliverables as in most cases a work order deliverable is a mandatory item that must be uploaded for the job to be considered complete. Attachments are there for additional information.
Here are a few examples of attachments;
Your field techs can also upload;
Assets help you keep track of your customers installed equipment. You can add any piece of trackable item as an asset. You can add these at the work order level or directly from the customer’s profile.
Keep track of parts used on customer owned equipment, parts on order or back order. You can monitor;
The forms overview at the workorder level will display pending and completed forms. From the overview screen you can email forms to the customer that they can easily complete directly from their email. They can also complete forms from the customer portal.
The forms list view displays all forms in the entire system. You can search by name or work order number. Here you can see pending and completed forms and the entity they are associated with.
Form settings displays all of your active forms. From here you can manage all of your forms and build new ones.
Building a new form is easy with the ProDesk form builder. You then choose what type of form it is, stand alone, a work order form, or an invoice form. From here you can;
After a form is built you can add it to a work order when you need it or if it’s a form that will be filled out each time that particular work order is created you can add it at the work order type level. (see work order type under business management)
Customers can log into their portal to complete a form or if they are taking longer or are having a difficulty you can elect to email them the form and they can complete it from their email.
The form layout is dependent on the information you are trying to capture. You can make required fields, dates, signature, etc.
The workflow tab displays the work order specific flow and the step by step process to complete the work order.
Edit your workflows from the work order type settings. Add steps, edit steps, or rearrange the order.
Workflow steps allow you to;
A step option allows you to trigger an event within ProDesk when that step is completed. Events could be;
Connected actions are event based items within ProDesk and when selected become that step in the workflow. Below are some examples;
The confirmational option type is used if the step is to be completed and it just needs to be checked off that it has been completed.
Instructional is when the step has specific information for that step and it just needs to be acknowledged.
Both of these typed can still trigger events.
Selecting the task option will allow you to insert either a work order task or invoice task into the workflow to be completed as a step.
The form option enables you to insert any form into a workflow step to ensure that that form gets completed at the time it is suppose to. Forms can be;
Effective task management ensures organization, transparency, and work visualization. A task-based structure allows for clear prioritization, improved efficiency, and better collaboration. By breaking down projects into manageable tasks, teams can stay focused, meet deadlines, and achieve greater productivity.
Tasks can be associated to a workorder, an invoice, or they can be a stand alone task. Add and assign tasks to roles or individuals to clearly outline what needs to be completed and by who. This will give you insight into which team members are responsible and completing the tasks assigned to them.
The task view will give you a quick snapshot of a task and what is going on with it.
The task list enables a quick, comprehensive view of every task in the system and which work order or invoice it is associated with. Here you can search and filter by team member to see what tasks are overdue, due today, due tomorrow, or any other custom search you would like to build.
There are three (3) task associations:
You can add a task type to work orders and invoices at the work order type/invoice type settings level and every time that work order or invoice is created the task will just automatically be created. So if you have the same recurring task that needs to be completed it eliminates having to add the task manually each time.
Another great way to manage task creation is to enable automatic task creation through the workflow this way tasks get created only when they need to be done.
Stand alone tasks are tasks that you would like to assign to someone to complete but has nothing to do with a work order or invoice.
From the task settings area you can create and edit task types, statuses, and categories. Every task type in your system is built and managed here.
Task types are the actual task that needs to be completed. When you build or edit a task type you can control:
Automated follow ups once enabled will add a complete follow up button to the task. This gives you two options when working on this task either complete the task or complete the follow up. If the follow up on this task did not result in the task being completed then the system will show;
Clear communication is vital for successful work order completion. Consolidated communication, transparent updates, and detailed notes ensure a smooth process. This history of communication provides clarity and accountability, fostering efficient project management.
All work orders and invoices have a communications tab that allows you to view all communication associated with that work order or invoice. Some types of communication are;
The communications view allows you to see all communication on a timeline view, this ensures you have an accurate understanding of what is going on with the order/invoice and a full history of communication.
If you have an important note about an order/invoice you can select the important note box and this will pin the note to the top of the communications feed so that it is visible first when you are familiarizing yourself with the order.
Comments help streamline internal communications by letting your staff ask questions or make a statement about a specific communications entry. This lets you add your comment quickly with out a lot of explanation because the comment is inline and remains within the context of the communication.
Mentions allow you to tag people in communications and comments. Instead of messaging a team member to ask about a communications entry or to inform them of something regarding communications you can just mention them and they will be notified in the system so they can navigate directly to the note they are tagged in.
Notifications are created and managed from the notifications settings area. Here you can add, edit, and delete notifications.
Notifications can be delivered in multiple ways to include email, test, and push notification. This allows you to receive notification in the format that best suits your preferred communication style.
Notifications are triggered by events within ProDesk. Most action based events can be set to initiate a notification. The customizability of notification allows you to decide which events need to be communicated to customers, administrative personal, and field technicians.
Workflow notifications have all the same features of general notifications but are triggered when workflow steps are completed.
System notifications (push notifications) are pushed directly to the action center so you receive real-time alerts to your most important information. This allows you to review the notification and navigate from the notification straight into the work order that triggered it.
Appointments can be scheduled multiple ways in ProDesk.
Schedule Service
The schedule service feature allows you or the customer to select multiple days of availability and time slots for review and acceptance. If the customer requests dates/times that you are not able to approve, you can select new dates for the customer to review and accept. This process will repeat until an agreed upon date/time is scheduled.
If you enable the service timeline you can choose what to include and how the customer is able to navigate the service timeline.
You can also indicate the number of days they must choose to assist the scheduling process.
Here you can control your;
Appointment cutoff is a great feature to control how long before a time slot a customer is able to book that specific time slot. Ex. If you have a 10am time slot available the next day you most likely do not want the customer to book that appointment at 10pm the night before, this would not allow enough time for you to review and confirm. Time prior allows you to indicate how many days/hours/minutes prior to the timeslot a customer is able book that appointment.
The appointment status gives quick insight to your;
The appointment view will default to the active appointment or appointment requests respectively.
If customers need to reschedule their appointment they can submit a reschedule request directly from the customer portal. Additionally you may also submit a reschedule request for the customer to review and accept.
Appointment reminders help keep everyone on schedule and help ensure that there are no missed appointments. Multiple reminders can be created. ex. you can create a reminder for a day prior and another for 1 hour prior etc.
Customer can submit a support ticket from;
The list view displays all of your support tickets along with;
You can navigate between new, open, pending, and resolved.
When you go into a support ticket, all of the information you need will be readily available. You can note the ticket or mark it as resolved.
Customers can quickly navigate to view their open support requests or to submit a new one.
From the ticket settings you can build or edit support ticket types. You can also customize the look and feel of the ticket form submission for external use.
Utilizing the embeddable support ticket widget you can allow customer, clients, partner, or anyone else that needs to submit a support request from anywhere you are able to embed the widget code. This will allow you to manage all customer support from your ProDesk account.
From the list view you can search for existing customers by any identifying information. The adaptive search will display customers as you type. You can also add new customers from this page as well.
The customer view gives you an easy way to navigate to any and all information you have gathered about your customer. Anything that is attached to this customer in the system will be accessible from the customer view.
Manage your customers service location or add new locations. This is helpful if your customer has a second vacation home or rental homes that you also service. Additionally a customer may choose to handle the services at a family members home as well.
All of your customers active work orders and invoices are easy to find along with all previous service history. The tabbed view allows you to quicky visualize the status of open orders.
Your customers are able to access your branded customer portal. You are able to upload your logo and change your customer login screen to fit the look and feel of your company.
The customer dashboard displays the most up to date and relevant information to your customer as soon as they log in.
The work order list screen allow customers to view and navigate all open and closed work orders and service requests.
The invoice list view allows customer to review and pay invoices. They can also review previous invoices, this is helpful at tax time if they are itemizing service or repairs.
While customer can always submit a service request from your website, they can also submit one directly from the customer portal. If you have flat rate pricing on any of your services this will display to your customers.
Add and track assets for service or warranty items, set reminders, generate service request based off of timeframes, and maintain an overall history of your customer serviceable equipment.
The company dashboard is fully customizable to display key information that you want access to immediately.
Dashboard settings allows you to add/edit the panels that are displayed on the dashboard.
Panels allows you to customize the information within each dashboard panel.
The Service Connection dashboard displays the most up to date information for your connected Service Connection account. Here you will see all the information regarding current Service Connection orders.
Sub-providers are users either employees or subcontractors that will be assigned to a work order. You can manage every aspect of your subs from here to include which skill sets they have and what types of jobs they can be assigned to.
Administrative users are back office staff that require access to more information in the system. Sub-providers only have access to orders that they are assigned to and can only update those orders. You can add and manage users, control permissions, and keep track of what everyone is doing.
The list view displays all of your work order types, here you can add new work order types, search and edit.
The general settings are the same on every work order type you can just choose which setting to turn on and how it functions.
The work flow tab is where you build the job specific work flow, here you can build a step by step guide on how you would like this order completed. You can add inline tasks, forms, checklists, authorization forms, or just conformational steps. The automations available from the work flow are endless.
Statuses are extremely important, if you don’t know what is going on with one of your jobs how can you expect to provide quality service? ProDesk utilizes status association. From the work order settings you create work order statuses that apply to your business then you associate the statuses that apply to that specific work order type.
If you have 1 or more tasks that need to be accomplished each time a work order is created you can add them here and they will automatically be created each time this work order is created.
Deliverables are the proof that you require to show that a work order has been completed to your satisfaction. They can be images, a signed work order, etc. You can have as many deliverables as you like. Once you add them here they will display each time this work order type is created.
Every work order needs an invoice, after you have created a custom invoice type you can associate it here and each time this specific work order type is created the corresponding invoice is created also.
Any forms that you have created that are applicable to this work order type can be associated here and each time a work order is created that form will also be created and listed on the work order.
From the online booking tab you can edit the booking widget, copy embed code, or just copy an order submission link.
From the product list you can add new product and edit current ones.
When you add or edit a product you can select from any number of setting;
The knowledge base allows you to create informational content for your customers, employees, and sub-providers. You can choose which content is available to which role.
Create content to include images, video, and articles. Create categories and decide who can access it.
Add and edit content, images video, and instructional information.
Search and view content, images video, and instructional information.
Software integrations play a crucial role in enhancing usability. By seamlessly connecting different software applications, businesses can realize improved performance and significant time savings. Integrations enable systems to work together, streamlining workflows and allowing for more efficient data exchange, ultimately making software more useful.
Connecting your ProDesk account to Stripe is simple. Navigate to your live API keys and copy and paste the keys into the corresponding fields and save. Now you’re ready to accept payment online. Payments typically post to your bank account the next day depending on your Stripe settings.
Text messaging is the fastest way to communicate with customers. Enable two way messaging and keep everyone on up to date.
Service Connection is a marketplace where customers can submit a request for most services in their local area. Service providers that match that request are notified so they can review and provide a quote for that service. Service Connection is seamlessly integrated with ProDesk. A Service Connection directory listing is automatically created for each ProDesk user upon registration. After registration you are able to control the visibility of your ProDesk account. You can choose to have your directory listing available to Service Connection customers and/or our clients.
When you register on the platform, you will be asked to select services that you are interested in providing in and around your local area. Select the services that you are skilled in and would like provide in your local area.
When a service request is submitted in your area and matches one of your selected services, you will receive a notification. You would then log into the system and provide a quote. The amount that you quote is the amount you will receive upon service completion.
Our clients utilize the Service Connection platform to manage the installation, assembly, repair, and maintenance of their products and/or contracts. Clients dispatch requests to service providers that match the skills/services they are looking for, the provider then reviews the request and either accepts the job at the rate listed by the client or they provide a quote for service if the client has ask for one.
Sign up today and see how ProDesk can help streamline your operations.
At ProDesk we understand that not everyone needs every feature that is available on a software platform and this is why we have adopted a modular pricing structure. Only pay for what you need. Select a tier that works for you and your business. Better yet start your free trial and experience everything that ProDesk has to offer, then select the features that best work for you.
$0
*with active Service Connection profile
$20
Select 1 Standard Feature
$25
Select 2 Standard Features
$30
Select 3 Standard Features
$35
Select 4 Standard Features
$5
per feature/per month
Administrative users are typically office managers, dispatcher, customer service agents, or anyone that requires greater system access. Sub providers only have access to work orders that they are assigned to. Administrative user can access everything in the system based on user permissions that you have granted.
Contact us if you need more