Field Service Suite App Overview

Field Service Suite

1. What it is

Field Service Suite manages the full lifecycle of field work: customer accounts, work orders, technician dispatch, estimates, invoicing, and recurring service agreements. It is built for organizations that send people to job sites — HVAC, plumbing, electrical, property maintenance, and similar trades.

• Enablement: Licensed and opt-in. An admin enables it from the Apps Marketplace; it is off by default.
• What it is not: Field Service Suite is not the AI Front Office app. AI Front Office handles inbound customer calls, texts, and chat and can hand booked work into Field Service Suite, but they are separate apps with separate licenses.

2. Standing it up

1. Go to Apps Marketplace and enable Field Service Suite.
2. Open Field Service Suite → Settings (visible only to app admins). Set the Work Order Prefix and Invoice Prefix if the defaults (“WO” and “INV”) do not match your numbering scheme, and choose a Default Priority and Default Tax Rate.
3. Create at least one Customer under Field Service Suite → Customers → New Customer. Each customer needs a name; adding at least one Site (address) under the customer lets you tie work orders to a location.
4. Grant access using the standard app visibility rules. By default, all members of the business can see the app. Use Access Management to restrict it to specific departments or roles if needed.
5. Confirm it worked: any member should see the Field Service Suite tab in the apps list and can open the Dashboard. Managers should also see the Dispatch, Reports, and module-gated tabs when the modules are turned on.

Silent dependency: The optional modules (Pricebook Pro, Fleet Pro, Customer Portal, GPS & Routing, Accounting Sync, Live Assist) are all off by default. Each must be turned on individually in Settings → Premium Modules before its tab appears in the sidebar. Turning on Accounting Sync also requires an enabled accounting integration (QuickBooks, Xero, or Sage) configured under Admin → Integrations. Turning on Live Assist requires the Live Assist app and a LiveKit meeting-provider integration.

3. How it fits together

Customers and Sites — A customer is the company or person you do work for. Each customer can have multiple sites (service addresses). Work orders, estimates, invoices, and service agreements all link to a customer; work orders and estimates can also link to a specific site. Deleting a customer is blocked while any of these records exist.

Work orders — The central record. A work order tracks a single job from creation to payment. It moves through a defined lifecycle: Draft → Scheduled → Dispatched → In Progress → On Hold → Completed → Invoiced. Terminal states (Invoiced and Cancelled) allow no further moves. Each work order has a type (Service, Repair, Install, Maintenance, or Inspection) and a priority (Low, Medium, High, or Urgent). Line items on the work order track parts, labor, and materials with quantity and price.

Example lifecycle: a work order WO-00042 is created as a Draft for customer Acme Property Management at their downtown site. An office manager schedules it for Thursday and dispatches it to a technician. The technician marks it In Progress on arrival, uploads job photos, captures the customer’s signature, then marks it Completed. The office creates an invoice from the completed work order, which moves the work order to Invoiced.

Estimates and proposals — An estimate is a priced proposal sent to a customer before work begins. Each estimate can contain multiple named options (for example, a basic repair option and a full replacement option). One option can be marked Recommended. When you send an estimate, the customer receives a link to a public proposal page where they can view the options, approve one, and e-sign. An approved estimate can be converted into a work order with one click. Estimates that pass their expiration date are automatically marked expired by a daily sweep.

Invoices and payments — An invoice can be created standalone or generated from a completed work order. Invoices follow their own lifecycle: Draft → Sent → Viewed → Partially Paid → Paid (or Overdue / Void). Invoices past their due date are automatically marked overdue by the same daily sweep. Payments can be recorded manually (cash, check, ACH, credit card, financing, or other). Online payment collection through Stripe is available when you connect your own Stripe account in Settings.

Service agreements — A recurring contract with a customer. Each agreement has a billing frequency (Monthly, Quarterly, Semi-annual, or Annual), a billing amount, and a contract window (start and end dates). A daily sweep automatically generates draft invoices when the billing date arrives and, when auto-schedule visits is turned on, creates scheduled work orders at the configured service frequency. One invoice or work order is generated per sweep run, so a far-overdue agreement catches up one period per day rather than dumping a backlog.

Dispatch — The dispatch board shows unassigned work orders, today’s schedule, and active dispatches. A manager assigns a technician to a work order from the dispatch detail page; assigning automatically moves a Draft or Scheduled work order to Dispatched and notifies the technician.

4. Running it

Creating and managing work orders

1. Go to Field Service Suite → Work Orders → New Work Order.
2. Select a customer and optionally a site. Set the title, work type, priority, scheduled dates, and description.
3. After saving, add line items (parts, labor, materials) on the work order detail page.
4. Assign a technician from the Dispatch tab (manager or above required).

Technicians update the work order status from the field — the assigned technician or the creator can upload photos, capture the customer’s signature, and advance the status. Managers can also create, edit, and delete work orders.

Sending an estimate

1. Go to Field Service Suite → Estimates → New Estimate.
2. Select a customer and add one or more options with line items.
3. Mark one option as Recommended if appropriate.
4. Click Send — the customer receives a link to the proposal page.
5. When the customer approves, you can convert the estimate to a work order.

Generating an invoice

1. From a completed work order, click Create Invoice to pre-populate line items from the work order.
2. Or go to Field Service Suite → Invoices → New Invoice to create one from scratch.
3. Review the line items and tax calculation, then mark it as Sent.
4. Record payments manually, or let Stripe process online payments if configured.

Using the Dispatch Board

1. Go to Field Service Suite → Dispatch to see the list view (unassigned orders, active dispatches, today’s schedule).
2. Switch to Board view to see work orders grouped by technician.
3. Click a work order to open the dispatch detail, then assign a technician.

Reports

Go to Field Service Suite → Reports (manager or above). The reports page shows total work orders, completed count, revenue collected, average completion time, and breakdowns by status and priority.

5. Settings

All settings are in Field Service Suite → Settings (app admin only).

Premium Modules

Setting	Default	What it changes
Pricebook Pro	Off	Shows the Pricebook tab — a versioned service catalog with flat-rate pricing and margin analysis
Fleet Pro	Off	Shows the Fleet tab — vehicle inventory, driver checkout/check-in, maintenance tracking, and inspections
Customer Portal	Off	Shows the Customer Portal admin tab and activates the self-service portal where customers can view work orders, invoices, estimates, agreements, and submit service requests
GPS & Routing	Off	Shows the GPS & Routing tab — a live map of technician locations and vehicle positions (manager or above)
Accounting Sync	Off	Shows the Accounting tab — push invoices and payments to QuickBooks, Xero, or Sage via a connected integration
Live Assist	Off	Adds a “Get help” button on work order detail pages for live remote video help (requires the Live Assist app and a LiveKit provider)

Core Settings

Setting	Default	What it changes
Work Order Prefix	WO	The prefix for auto-generated work order numbers (e.g. WO-00001)
Invoice Prefix	INV	The prefix for auto-generated invoice numbers (e.g. INV-00001)
Default Tax Rate (%)	0	Tax rate applied to new estimates and invoices
Default Priority	Medium	Priority pre-selected when creating a new work order

AI Features

Setting	Default	What it changes
Enable AI Features	On	Master switch for the AI agent and all AI-powered features
AI Dispatch Recommendations	On	AI suggests which technician to assign
AI Work Order Insights	On	AI analysis on work order detail pages
AI Pricing Suggestions	On	AI-generated pricing guidance on estimates

Online Payments (Stripe)

Setting	Default	What it changes
Enable Stripe Payments	Off	Accept online payments on invoices via your Stripe account
Stripe Webhook Signing Secret	(none)	Validates incoming Stripe webhook events — enter the secret from your Stripe Dashboard → Developers → Webhooks

When Stripe Payments is enabled, a webhook URL is generated automatically. Configure that URL in Stripe to receive these four events:

payment_intent.succeeded
payment_intent.payment_failed
checkout.session.completed
charge.refunded

Notifications

All notification toggles default to On for the core events below. Each controls both in-app and email delivery.

Setting	What it does
Assignment	Notifies the technician when a work order is assigned to them
Status change	Notifies the assignee and creator on status changes other than dispatch and completion
Dispatch	Notifies the technician when a work order is dispatched
Completion	Notifies the assignee and creator when a work order is completed
Estimate sent	Confirms to the sender when an estimate is marked as sent
Estimate approved	Notifies the sender when a customer approves an estimate from the proposal page
Invoice sent	Confirms to the sender when an invoice is marked as sent
Payment received	Notifies when a payment is recorded on an invoice
Service request	Notifies managers when a customer submits a service request through the portal

6. More help

• Field Service Suite FAQ — specific setup and operating questions
• Ask AI — the assistant answers questions about Field Service Suite from these articles.