Add Notes and Attachments to Requests

What this guide covers

This guide explains how to add notes and file attachments to request records. Notes and attachments provide context that helps your team make informed decisions about each request.

Adding a note

1. Open the request detail page.
2. Scroll to the Notes section.
3. Click Add Note.
4. Type your note (e.g., "Customer called to confirm the leak is in the master bathroom, not the kitchen").
5. Click Save.

Notes appear in chronological order with the author's name and timestamp.

Screenshot: The Notes section on a request detail page showing a thread of notes from different team members.

What to include in notes

• Phone call summaries.
• Customer follow-up details.
• Triage decisions and reasoning.
• Information gathered during site visits.
• Scheduling preferences the customer mentioned.

Adding attachments

1. On the request detail page, scroll to the Attachments section.
2. Click Add File or drag and drop files.
3. Supported formats: JPEG, PNG, PDF, DOCX, XLSX.
4. Maximum file size: 25 MB per file.

Attachments from email-created requests are added automatically.

Viewing attachments

Click any attachment to preview it inline or download it.

Tip: Document every customer interaction in notes. When the request is converted to a job, notes carry over and give the assigned technician full context.

Notes after conversion

Notes added to a request remain accessible on the request record even after conversion. The linked job or quote is a separate record but includes a link back to the request.

Note: Notes are internal and not shared with customers. Use the communication tools if you need to send a message to the customer.

Related articles

• Track Incoming Requests
• Communicate with Customers on Requests
• View Request History