JobsiteOn

Track Incoming Requests

How incoming requests work, how they are created from email and forms, how to view and manage the request list, and how to convert requests into jobs.

Liam Chen
Written by Liam ChenUpdated 3 days ago8 min readBeginner

What this guide covers

This guide explains the request intake system in JobsiteOn. You will learn what requests are, how they get created (from email or web forms), how to view and manage the request list, how to set priority, and how to convert a request into a scheduled job. Requests are the front door to your business -- capturing every lead so nothing falls through the cracks.

Before you begin

  • You need Admin, Owner, or Dispatcher permissions to manage requests. Technicians do not have access to the requests module.
  • If you want requests to flow in from email, make sure your workspace email address is configured under /settings > Workspace > General.
  • If you use a web contact form on your website, coordinate with your web developer to point the form submission to JobsiteOn's request intake endpoint.

What is a request?

A request is an incoming inquiry from a potential or existing customer asking for service. Think of it as a lead or service ticket that has not yet been converted into a job.

Requests capture:

  • Contact information -- the person's name, email, and phone number.
  • Description -- what the customer needs (e.g., "leaking faucet in master bathroom").
  • Source -- where the request came from (email, web form, manual entry).
  • Priority -- how urgently the request needs attention.
  • Status -- New, In Review, Converted, or Closed.

How requests are created

From email

When a customer sends an email to your workspace email address, JobsiteOn automatically creates a request:

  1. The email subject becomes the request title.
  2. The email body becomes the request description.
  3. The sender's email address is matched to an existing contact. If no match is found, a new contact is created.
  4. The request appears in the request list with the source set to "Email."

From a web form

If your website has a contact or service request form connected to JobsiteOn:

  1. The customer fills out the form with their name, contact details, and description of the work needed.
  2. The form data is sent to JobsiteOn's intake API.
  3. A request is created with the source set to "Web Form."
  4. The contact is matched or created just like with email requests.

Manual entry

You can also create requests manually:

  1. Go to /requests and click New Request in the top-right corner.
  2. Fill in the contact details, description, and priority.
  3. Click Save.

Use manual entry when you receive a request by phone, text message, or in person.

Understanding the request list

Navigate to /requests from the left sidebar. The list shows all requests in your workspace, sorted by most recent first. Each row displays:

  • Title -- a short summary of the request.
  • Contact -- the person who submitted the request.
  • Source -- Email, Web Form, or Manual.
  • Priority -- Low, Normal, High, or Urgent.
  • Status -- New, In Review, Converted, or Closed.
  • Created -- the date and time the request was received.

Filtering the list

Use the status filter tabs at the top of the list to narrow results:

  • All -- every request regardless of status.
  • New -- requests that have not been reviewed yet.
  • In Review -- requests currently being evaluated.
  • Converted -- requests that have been turned into jobs.
  • Closed -- requests that were closed without conversion.

Use the search bar to find requests by title, contact name, or description keywords.

Step 1: Review a new request

  1. Click any request row to open its detail page.
  2. Review the description to understand what the customer needs.
  3. Check the contact information. Click the contact name to view their full record and history.
  4. If the contact has linked properties, the request detail page shows the most likely property. Confirm the service location.

Updating the status

While reviewing, change the status to In Review so your team knows someone is handling it:

  1. Click the Status dropdown on the request detail page.
  2. Select In Review.
  3. The change saves automatically.

Step 2: Set priority

Priority helps your team decide which requests to handle first.

  1. On the request detail page, click the Priority dropdown.
  2. Choose from:
    • Urgent -- customer emergency, needs same-day response.
    • High -- important, respond within 24 hours.
    • Normal -- standard request, handle in order.
    • Low -- informational inquiry, no time pressure.
  3. The change saves automatically.

The request list can be sorted by priority so urgent items bubble to the top.

Step 3: Add notes to a request

Use the Notes section on the request detail page to capture internal context:

  1. Click Add Note.
  2. Type your note (e.g., "Spoke with customer, confirmed water heater is 10 years old, scheduling inspection").
  3. Click Save.

Notes are visible to all workspace members with request access. They are not shared with the customer.

Step 4: Convert a request to a job

When you are ready to schedule the work:

  1. On the request detail page, click Convert to Job.
  2. The job creation form opens with the contact, property, and description pre-populated from the request.
  3. Complete any additional job fields (assigned technician, scheduled date, line items).
  4. Click Save to create the job.

The request status automatically changes to Converted and a link to the new job appears on the request detail page.

Tip: You can also convert a request to a quote first if you need to send an estimate before scheduling. Click Convert to Quote instead.

Step 5: Close a request without converting

If a request does not require a job (e.g., the customer cancelled, the inquiry was spam, or the request was a duplicate):

  1. On the request detail page, click the Status dropdown.
  2. Select Closed.
  3. Optionally add a note explaining why the request was closed.

Closed requests remain in the list under the Closed filter tab for historical reference.

Best practices

  • Review new requests daily. Set a morning routine to check the request list and triage anything that came in overnight.
  • Set priority immediately. A quick priority assignment helps the team focus on what matters most.
  • Use notes liberally. Every phone call, email exchange, or decision related to a request should be captured in notes.
  • Convert promptly. Letting requests sit too long increases the chance of losing the customer. Aim to convert or close every request within 48 hours.
  • Close what you will not convert. Do not leave dead requests in the New or In Review status. Closing them keeps the list clean.

Troubleshooting

Emails are not creating requests automatically

  1. Verify your workspace email address is configured under /settings > Workspace > General.
  2. Check that the email was sent to the correct address.
  3. Look in the spam or junk folder of the connected email account.
  4. If using a forwarding rule, confirm the forwarding is active and pointing to the right inbox.

A request was created for the wrong contact

Open the request detail page, click the contact name, and unlink it. Search for the correct contact and link them instead. If the correct contact does not exist, create one first.

I converted a request but the job is missing information

The conversion pre-fills what it can from the request. Review the job after creation and fill in any missing fields (schedule date, technician, line items).

The request list is empty but I know I have requests

Check the status filter tabs. You may have a filter active (e.g., only showing "Converted" requests). Click All to see everything.

I accidentally closed a request

Open the request from the Closed filter and change the status back to New or In Review.

FAQ

Can customers see their request status?

Not directly within JobsiteOn. Customers are notified by email when their request results in a quote or job.

Is there a limit on the number of requests?

No hard limit. The request list supports pagination and search for workspaces with thousands of requests.

Can I assign a request to a specific team member?

Direct assignment on the request itself is not currently available. Use notes to tag a team member, or convert the request to a job and assign the technician there.

Do requests sync with QuickBooks?

No. Only invoices, contacts, and pricebook items sync with QuickBooks. Requests are an internal workflow tool.

Can I delete a request?

Requests can be closed but not permanently deleted. This preserves the audit trail for all incoming inquiries.

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