Managing service reminders allows you to control the customer contact, adjust reminder scheduling, and ensure reminders are sent appropriately.
Editing a Service Reminder
➡️ Navigate to the customer dashboard > Find the Service reminders section in the left side panel > View > Edit
You can edit the recipient (or "send to" contact) for the service reminder. You can also update the due date, but there are some considerations for doing so, which are listed below.
Editing the Due Date
If the correct process of adding service jobs, final invoicing, or free-of-charging the service jobs is followed, there should be no need to change the service reminder's due date. The due date represents when the service is due on the asset.
Handling Overdue Services: If a customer cannot book their service until two months after the due date, the recommendation is to not change the due date. The due date should reflect the original schedule for historical accuracy, even if the service is delayed. The job should be booked as overdue and treated as a normal service job.
However, if something was processed incorrectly—such as final invoicing the job with the wrong reminder date—you may need to adjust the due date.
For manual service reminders: You can change the due date without issue.
For automatic service reminders: Do not change the due date within the period when the reminder is set to be sent.
For example, if your service reminder is set to be sent 4 weeks before the service is due, and you change the due date to fall within that 4-week window, the reminder will not send and it will not renew correctly.
If you need to change the due date for an automatic reminder, it's best to delete the existing reminder and create a new one with the correct date to avoid disrupting the process.
Deleting a service reminder
➡️ Navigate to the customer dashboard > Find the Service reminders section in the left side panel > View > Delete
Service reminders cannot be deleted if they are assigned to an open job. To delete a reminder, you must first abort, final invoice, or free-of-charge the job to close it.
Deleting a service reminder will remove all historical instances of the services linked to that reminder from the service reminder report.
Troubleshooting
Why are my service reminders not sending?
Check communication preferences: If you don't see the customer's preferred communication method (email, SMS, phone call, or letter) listed for their contact, you'll need to edit their contact information and update their communication preferences. To do this, go to the customer's profile, edit their contact details, and add or remove communication preferences by ticking the relevant boxes. If a contact does not have a mobile number or email address, you won't be able to select those communication preferences for them.
Service reminder linked to a job: If a job has been linked to a service reminder, the reminder is automatically removed from the processing list. Ensure jobs are linked correctly to avoid confusion.
Switching between manual and automatic reminders: If you change a reminder from manual to automatic or vice versa, be aware that this can sometimes interfere with the reminder's schedule, especially if the change is made close to the sending date. To avoid any issues, it's recommended to create a new reminder template with the correct settings (manual or automatic) rather than switching existing reminders.
Why are work addresses not receiving service reminders?
Service reminders and work addresses: It's important to understand that service reminders are only sent to the main customer's selected contact address, not directly to any work address contacts.
Here's why:
The main customer is responsible for booking the service at the work address. They initiate the process and choose the service needed.
Once the main customer books the service, the work address contact is then responsible for scheduling the actual appointment. They'll receive a notification and can choose a date and time that suits them.
This ensures a clear workflow where the main customer initiates the service request, and the work address contact manages the specific appointment details.