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Service work regularly turns into sold work. A technician diagnoses a failure, identifies the parts and labor needed, and the client has to approve the cost before anything proceeds. Today that approval cannot happen on the service ticket.
The only supported path is to leave Service, create an opportunity, build a quote there, send that proposal for approval, and then work back to the ticket by hand. The quote lives in the Opportunities pipeline, where it mixes reactive service work in with new project pipeline and distorts both. Nothing connects the approval to the ticket it came from, so the record of what the client agreed to sits somewhere other than the work it authorized.
Build a quote directly from a service call, using the products, labor and allowances already added to that ticket rather than re-entering them somewhere else.
Send that quote to the client for review from within Service, with the same presentation and delivery options a project proposal has.
Capture the client's approval electronically, including signature, and accept payment or a deposit at approval where the company takes payment that way.
Support a client-issued PO number captured at approval, for clients whose process requires one.
Keep the approval permanently tied to the service call: what was quoted, what the client approved, when, by whom, and at what price, readable from the ticket itself.
Carry the approved scope forward on the same ticket so the work can be scheduled and completed without recreating it, and so invoicing draws from the approved amounts.
Handle the common outcomes: approved in full, declined, and partially approved where the client takes some recommendations and not others.
Quoting a service plan or service contract, which is sold as recurring coverage and is handled through an opportunity today. This request is about quoting one-off remedial or additional work discovered on a specific service call.
Service quoting is a volume activity, not an occasional one. Every quote that has to detour through the Opportunities pipeline costs the office duplicate entry, leaves the pipeline harder to read, and separates the client's approval from the work it authorizes. Companies running meaningful service volume feel this on every ticket.
yes we also need something like this. Client calls in and needs a TV replaced along with take a look at his speakers and other items. I feel like this would like in a Service call quote. Client approved the quote. We create a PO and make sure that is can be MAPPPED back to the Serivce Quote. Then add the additional labor and materials needed to complete the rest of the service items all in 1 invoice. Keep it all in 1 invoice and 1 payment to the client.
For us this is huge. Right now we have to put the products into an opportunity to get accepted and it throws off our numbers and scatters it amongst the different departments, hence throwing off our numbers and not truly knowing what Service is producing. Service should be able to operate completely in its own tab, handling quoting / shipping costs if needed, and signatures / deposits for purchasing replacement equipment.