A work order sends a repair job to one or more Service Professionals you are connected with. They send you a quote, you approve one, and you pay and follow the job in DigitalTenant. For simple to-dos without a quote or payment, use Tasks instead.
How it works
- You create a work order and send it to one or more connected Service Professionals.
- Each Service Professional reviews it and sends you a quote.
- You approve one quote. All other quotes are declined and the other requests are cancelled.
- If the quote needs a deposit, you pay it in the app by card or bank account.
- The Service Professional does the work, posts updates, and may add supplements (extra charges) for you to approve.
- The Service Professional sends a final invoice and you pay it.
Before you start
- Connect at least one Service Professional. Only companies that have accepted your connection invite appear in the list. Go to Contacts then Service Professionals to connect one.
- Permissions: team members need Maintenance work order permissions to see work orders, post updates or pay. The account owner can turn these on under Settings then User Roles.
- Have the details ready: the property (and unit, if needed), a due date, a short subject, a description of the problem, the contact person, and any photos.
1. Open the form
Go to Maintenance, then the Work Orders card, and click Add New Work Order. You can also click Create New, then Work Order.
The Add Work Order window has three steps: Primary Info, Contact Info and Upload Media.
2. Primary Info
- Property (required).
- Unit (optional). Unlocks once you pick a property.
- Service Professional (required). Pick one or more. Each one gets the request.
- Due Date (required). Past dates cannot be picked.
- Urgent (optional). Tick it to show an Urgent tag in the list.
- Subject (required). This becomes the work order's title.
- Description (required).
Click Next.
3. Contact Info
- Choose the Landlord Contact the Service Professional should get in touch with (required).
- To add someone else, click + Add External Contact and enter their Name, Email and Phone Number. Use + Add Another Contact for more, or Remove to delete one.
- Tick Do you want to share Tenant Information with the service professional? if you want to share the tenant's name, email and phone number.
- Choose the Tenant or tenants at that property or unit.
Click Next.
4. Upload Media
Add any photos under Add Related Media (optional, images only). Click Complete. Use Previous to go back a step.
Your work order is created with the status Work Order Sent until a Service Professional responds.
Work order statuses
| Status | What it means | What you do |
|---|---|---|
| Work Order Sent | Waiting for Service Professionals to respond | Wait, or cancel a request |
| View Quotation (n) button | At least one quote has come in | Click it to compare and approve |
| Pending Payment | Quote approved, deposit not paid yet | Click Pay Deposit |
| Not Started, In Progress, Overdue, Completed | The stage of the work | Follow along, post updates, pay the final invoice |
You can filter the list by Property, Status and Urgency, or search.
5. Approve a quote
- Click View Quotation (n) in the list. Or open the work order, go to the Contacts tab, then Service Professionals, and click View Quotation on a row.
- Review the quote. It shows the line items, subtotal, discounts, total, deposit and amount due. You can print it or download it as a PDF.
- Click Approve, then confirm with Approve.
- If a deposit is needed, the Pay Deposit window opens. Choose Pay Now or Pay Later.
Approving a quote declines every other quote on that work order and cancels all open requests. Compare your quotes first.
On the Service Professionals tab, the ⋮ menu on each row also lets you Decline a quote, Cancel Request before they quote, or Pay Deposit.
6. Pay the deposit and final invoice
- Deposit: click Pay Deposit on the Overview tab, or use the ⋮ menu in the list.
- Final invoice: when it arrives, a Final Invoice pop-up appears. Click View Invoice, then Pay Now. You can also use the Pay Invoice button on the Overview tab.
Both open the Make a Payment window:
- Choose a saved payment method, or click Add new payment method and choose Credit/Debit Card or Bank Account. For a bank account, enter the account holder name, bank name, 9-digit routing number and account number.
- Tick the box if you want to save the new method.
- Check the Deposit Amount or Due Amount and click Pay Now.
7. Follow the work
- Post an Update: on the Overview tab or in the ⋮ menu. Type your update under Input and add photos if you like. This becomes available once a quote is approved and any deposit is paid.
- Supplements: if the Service Professional adds extra charges, a New Supplements pop-up appears. Click View Supplements, then Approve. If you disagree with a supplement, click Contact to Service Professional to talk it through in Chat.
- Updates appear in the Overview timeline, with links to view invoices and supplements.
- Use the Contacts, Notes and Files tabs to keep everything about the job in one place.
- Once a quote is approved, the ⋮ menu at the top right has View Invoice.
Good to know
- Work orders cannot be edited or deleted. If a detail is wrong, post an update, or cancel the requests and create a new work order.
- Service Professional list says "Not Available"? You have no accepted connections yet. Invite one under Contacts then Service Professionals and wait for them to accept.
- The company you want is not in the list? Their invite may still be Pending, or it was declined, cancelled or terminated. Check the status on your Service Professionals list.
- "Landlord Contact is required!" Pick a landlord contact in the Contact Info step.
- "Payment Failed" about the service professional's account? The Service Professional needs to finish setting up their payout account on their side. Once they have, try paying again.
- "Failed to Process Payment!" Your card or bank may have been declined. Try another payment method.
- No Post an Update button? Approve a quote and pay any deposit first.
- Use Chat to talk with the Service Professional at any time.
Need help?
Email us at support@digitaltenant.com, or use the Help button in the bottom-right corner of your dashboard.
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