Summary

The Customer Portal is an easy-to-use online tool that lets your customers manage their accounts. They can view and print invoices and service history, see trend reports, download SDS sheets and licenses, submit pest sightings, and — most importantly — pay their invoices online.

Key Points

Use the {link_to_document} placeholder so customers can reach the portal from emails
The Dashboard gives an at-a-glance view of the account
Customers can add and manage credit cards
Customers can view individual locations, service history, and invoices
Customers can pay invoices online
Customers can post pest sightings
Customers can view and download trap and unit reports

Getting Customers to the Portal

Using {link_to_document}

From the Top of the Navigation Menu, click Settings. (gear icon)

2. From the Settings Menu, under the heading Company Setup, click on Document Templates

To send customers to the portal, add the {link_to_document} placeholder to your email template. When the customer clicks the link in the email, the portal will open.

Logging in without the email link

If the customer wants to sign in directly, give them three things:

The portal web address: yourname.serviceworkportal.com
The email address you have on file for their account
Their customer account number or location number

They enter that info and click Sign In.

Your portal will look something like this, with changes depending on how you set it up. If you have not set up your customer portal, do so using Settings - Customer Portal - (1 of 2)

The Dashboard

When a customer signs in, the Dashboard appears. It gives an at-a-glance look at their account.

The Dashboard menu includes:

Dashboard - At-a-glance status of the account
History - View Work Orders
Invoices - View and pay invoices
Trend Analysis - View captures and evidence in their traps
Documents - Download licenses, notes, documents, and SDS sheets
Pest Sighting - Report a pest that's been spotted
Units - View the history of individual units

The Dashboard also shows:

Account Number - Plus the address, email, and phone number
Balance Due - The amount owed on the account
Active Programs - Upcoming services the customer can confirm
Open Invoices - Unpaid and overdue invoices to view and pay
Your Account - Log out or update credit cards
All Locations - Pick which location's documents to view

Confirming an Appointment

Under Active Programs, the customer clicks the Confirm button

The customer will be brought to the Confirm your appointment page which looks like this:

Note: Just visiting this page does not confirm the appointment. The customer must:

Check the box for Check to confirm appointment
Type their name or initials in the Confirmed by box (they can also add a note)
Click the Confirm Appointment button

Once confirmed, the appointment shows a check mark in your Calendar, and the Work Order's Schedule tab shows whatever the customer typed in the "Confirmed by" box.

Managing Credit Cards

In the upper right corner of the customer portal, the customer clicks Your Account

From the dropdown menu, click Payment Methods

Note: The customer can add a new credit card or view the cards already on file. Debit cards work too. Only the last four digits of any card are visible.

To Add a Payment Method:

Click the Add Payment button below the disclaimer

Enter your Card Number, Brand (Visa, MasterCard, Discover, or American Express), Expiration date, Security code, Country, and Zip code

Note: The security code (CVV) is a 3-digit number for Visa, MasterCard, and Discover, and a 4-digit number for American Express.

Click the light grey Save button in the bottom left corner of your screen to save the payment method

To set a primary card:

If there are two or more cards, does the current primary show "Yes" under "Primary"? column. The other cards show Set Primary — click that to make a different card the primary.

To delete a card:

Click the garbage can icon to the right of the card.

Viewing Individual Locations

If a customer has multiple locations, click the arrow next to All Locations

From the dropdown menu, select the location you want to view by clicking on it

This narrows everything down to just that location — making it easier to view invoices or trend reports for a single spot. The page should look something like this:

History (Service History)

History - this tab shows the customer's past Work Orders, Renewal Notices, and Tasks

Status - shows whether the work is complete

Download - Click to open the Work Order, where the customer can download the document as a PDF

Once they download the Work Order as a PDF, they can sign or print it

For Work Orders completed on the mobile app, an On-Site Verification shows the location where the work was completed
Click Attached to see an attachment (like a WDIR)
Click Invoice to see the invoice for that Work Order
Click Print to see the Work Order PDF as it appears in the customer's email

Tip: Let your technicians know that customers can see where the Work Order was completed. It's best for customer relations that techs complete the work at the customer's actual location.

Invoices

The Invoices tab shows all of the customer's invoices.

Status - shows whether each one is paid, unpaid, or overdue.

Click View & Pay to view an invoice

Once you have clicked View & Pay, you will be able to pay the invoice by clicking the green Pay button.
Important Note: This pays all unpaid invoices at once — customers cannot pick and choose individual invoices to pay this way.

From the View & Pay page, you can view, download, and print the invoice

Customers can pay by PayPal if you've set up a PayPal account with Fieldwork
Customers with a credit card on file can pay by card

Note: You must have a Stripe account for customers to save their credit card information.

Trend Analysis

If the account has devices, the Dashboard shows a Trend Analysis tab. This page charts pest activity in the customer's traps.

Creating a report

1. Select the date range:

Click the left calendar icon and pick a start date
Click the right calendar icon and pick an end date

To move around the calendar: use the << and >> chevrons to change months, click the month name for year view, and click the year for decade view.

Tip: To look at one specific day, pick that day in the left calendar and the day after in the right calendar.

2. Select the types:

Any Device Type - Pick a device, or leave it as Any
Any Capture Type - Pick a pest, or leave it as Any
Any Evidence Type - Pick an evidence type, or leave it as Any

3. Click Filter Report

Note: A trend analysis won't show results if the date range doesn't reach far enough to include data, or if one of the three types is too specific. If you get no results, try setting all three back to "Any."

Reading the report

The two charts show the pests captured and the evidence they left behind. Each chart has a Legend below it with a one-letter shortcut for each description (for example, M = Mouse, B = Bait Eaten).

The table below the charts shows activity for the report period:

Device ID - The barcode on the device (click it to view that device's activity)
Device Type - The kind of device (rat station, pheromone lure, etc.)
Captures - The number of pests caught
Evidence - The evidence found in or around the device

Printing a report

Click Print Report. To print activity for a single device, click the Device ID first, then click Print Report.

Documents

From the Documents tab, customers can download your business and applicator's licenses, view account notes and documents, and download Labels & SDS Sheets.

Note: Shared Notes & Documents are only seen by that individual customer. Labels & SDS Sheets are seen by all customers. For example, even a customer without any service will see the ant SDS and label if you've posted it.

Pest Sightings

Turning on pest sightings for a customer

From the top of the Navigation Bar, click Customers

Click on the name of the customer you want to turn on pest sightings for

Click the dark grey Edit button in the upper right of your screen

Scroll to the bottom of the Edit Customer page, then select the box to the right of Show Pest Sightings

How the customer reports a sighting

Click on the Pest Sighting button at the top of the navigation bar

Click Report Pest Sighting in the upper right of your screen

Then fill in:

Pest Type - From a dropdown list
Location of Sighting - Typed in by the customer
Service Location - From a dropdown of the customer's locations
Date - The date of the sighting

How do you get notified?

When a sighting is submitted, the bell icon in the upper-right corner of your browser shows a number.

Click the bell to see the pest, customer, date, and time.

Click the entry to open that customer's account with the Pest Sightings tab open.

Tip: Pay attention to the bell!

Handling a sighting

The Pest Sightings tab shows the pest type, location, and date. You can:

Edit the sighting (after a tech goes out to handle it)

In Pest Sightings, click the Edit Button on the right side of the sighting you want to mark complete

Click the checkbox to the right of Mark Complete,
Add a comment (these show as Action Taken in the portal)
Click the green Save button to apply your changes

Delete the sighting

From the Pest Sightings tab, click the trash can icon next to the Edit button

Note: Customers cannot delete their own pest sightings. Once a sighting is marked complete, the portal shows the date completed and the technician who handled it.

Tip: If the Pest Sightings tab isn't showing, edit the customer's Billing Page and double-check the Show Pest Sightings box.

Units

If the account has multi-units, the Dashboard shows a Units tab. This shows the history of pest activity for the units in a property.

Note: Units are available in the Pro plan. Devices (Trend Reports and Pest Sightings) are available in the Business and Pro subscription plans.

Filters

Start date - The beginning date for the search
End date - The end date for the search
Status - Reports by entries in Settings > Unit Statuses
Target Pests - Reports by entries in Settings > Target Pests
Activity Levels - Reports by entries in Settings > Activity Levels
Unit # - Reports by unit entries in the customer's location account

Tip: To look at one specific day, pick that day in the left calendar and the day after in the right calendar.

After picking your filters, click Filter Report. The right side of the page shows Service Status and Target Pests charts, with a line-item list below.