The new job record is in open beta and is switched on for all accounts except those on Legacy plans. It's still being refined and may change, and you can switch back to the legacy job view if you need to.
While the main view of the Timeline tab shows a history of activity on the job, the Add record button located at the top right of the screen serves as your universal quick-action toolkit. From this single dropdown, you can log internal notes, communicate with customers, set up future tasks, and manage major job statuses without needing to navigate away from the job record.
Tip: Click the star next to the action to pin it to the timeline bar for even quicker actions!
Logging communications and notes
Keeping an accurate record of communications is vital for keeping your back-office team and field technicians aligned.
To access these options, open the job record and click the Add record button in the top right corner of the Timeline tab.
Scheduling follow-ups: For every communication action listed below, you can check the Schedule an activity box before saving or sending. Doing so will immediately open the scheduling panel once your communication is logged, allowing you to seamlessly assign the next follow-up task to yourself or a colleague. Continue reading to find out more about how to schedule an activity.
Sending an email
Select Send new email to open the communication composer. You can select your recipients (including adding CCs), apply a pre-written template, and use rich-text formatting for your message body.
Read more about composing email templates or sending emails in Commusoft.
Sending an SMS
Select Send new SMS to open the text composer. Choose the required mobile number for the contact, type your message, or insert a template.
Read more about composing SMS templates.
Adding a note
Select Add new note to log an internal message. To ensure your note reaches the right people and gets the appropriate visibility, you can use the following features:
Tagging users: Type @ to tag and directly notify specific colleagues.
Share on mobile: Check this box to allow field staff to access and read the note on their mobile devices.
Important: Check this box to pin the note to the top of the job screen. Pinned notes remain visible even as you navigate through different job tabs, ensuring the information is always visible to all users.
Click Save to add the note to the timeline history.
Logging a call
Select Log new call to record a summary of an inbound or outbound phone conversation. You can also use @ mentions in the notes field to notify colleagues about what was discussed. Click Save to add the call summary to the timeline.
Sending a job report
Click Add record and select Send job report to send the customer a PDF report of the job. Sent reports are logged on the timeline.
The report uses your job report PDF layout, and the email uses your job report email template.
Read more about customising the job report PDF layout and setting up the job report email template.
Send job report used to be in Quick links, which has been removed from the new job view.
Updating job statuses
You can use the Add record menu to trigger major status changes that dictate how the job progresses through your system.
Putting a job on hold
Using the legacy job view? See Place a job on hold (legacy view).
Click Add record â Select Put job on hold to pause the work.
Select an On hold reason from the dropdown menu. This is the only field on the panel.
Click Save. An on-hold badge appears in the left-hand sidebar, showing the reason, who put the job on hold, and when.
Taking a job off hold
You can remove a hold from the sidebar or from the Add record menu.
Click Take off hold in the on-hold badge, or click Add record â Select Remove on hold status.
Type remove in the confirmation field.
Click Remove.
The job returns to your outstanding work and will need further action, such as rebooking or invoicing.
Tip: Scheduling a new diary appointment for the job will automatically lift the hold and update the status.
Read more about adding custom on hold reasons.
Aborting a job
Click Add record â Select Abort job to cancel the work entirely.
Select an Abort reason from the dropdown menu.
Provide explanatory notes detailing why the job is being canceled.
Click Save.
This action updates the job's status badge in the sidebar and permanently locks it from further scheduling as the job is now closed. This action is irreversible.
Read more about adding custom abort reasons.
Marking a job Free of charge
Click Add record â Select Free of charge job to indicate that no customer invoice will be raised for this work.
Select a Free of charge reason from the dropdown menu.
Add internal notes to justify the status change.
Click Save. The job will be officially marked as FOC.
This action is irreversible.
Read more about adding custom free of charge reasons.
Scheduling activities
If a job requires future administrative actionâsuch as a follow-up call to check on a quote, or a reminder to order a bespoke partâyou can schedule an activity directly against it.
Click Add record â Select Schedule activity.
Choose the type of activity (e.g., Call, Task, or Meeting).
Assign the activity to a specific office team member and set a due date.
Click Save.
The activity will be added to the assigned user's task list and tracked in the timeline.
Read more about managing scheduled activities.
Using quick-add shortcuts
To save you from constantly clicking between different tabs on the job record, the Add record menu also contains several shortcuts.
Selecting these options will immediately open their respective screens, allowing you to perform the task instantly:
Attach new file: Opens a panel where you can drag and drop documents or photos directly into the job's digital filing cabinet. You can add tags, turn on Mobile access so technicians can see the file on site, and turn on Customer portal access so your customer can see it.
Read more about the Files tab.
Add new appointment: Instantly directs you to the diary to schedule a technician. Once the appointment is created, youâll be redirected back to the job. If the job is completed, you'll be asked to uncomplete it first, then you can carry on and book the appointment.
Read more about creating a new appointment.
Add new invoice: Instantly directs you to the financial panel to create a new invoice for the job youâre viewing.
Read more about creating a new invoice.
Common questions
Is it possible to BCC an email?
Is it possible to BCC an email?
BCC (Blind Carbon Copy) is not available within this individual email window. However, admins can configure a global BCC setting to ensure all outgoing emails are automatically copied to a central archive or manager. Read more about configuring global BCC email settings.
Should I abort or delete a job?
Should I abort or delete a job?
If the job is no longer going ahead, it is recommended to abort it instead of deleting it. This keeps a record of the reason and can help to identify patterns in cancellations.
Can I change a job's Free of Charge (FOC) status to invoice it?
Can I change a job's Free of Charge (FOC) status to invoice it?
No, it is not possible to change a jobâs status from Free of Charge to invoiced. Once a job is finalized as FOC, the status is irreversible to maintain the audit trail and ensure financial integrity. If you need to invoice a job marked as FOC, the recommended solution is to create a new job to replace the original and proceed with invoicing the new job.