Issues give your techs a way to flag what they see in the field with one tap, a photo, and a note, then route it to your office or your customer automatically. It's how a problem at the pool becomes a documented record and a customer heads-up, instead of a phone call you field three days later.
Before we jump in, pause to know where your emails go (Global vs Additional).
Two layers control delivery:
Global Send Alerts To is your company-wide list, set once under Settings > General. It receives every alert switched to email.
Additional Staff Emails for this Alert sends this one issue to extra people on top of that list, like looping your repair tech in on Repair Needed only.
Use the additional field when an issue needs to reach someone the global list doesn't.
Step 1: Go to Settings > Office Alerts > Issues
This is where every issue lives. You'll see the five Skimmer includes (Bad Weather, No Power, Repair Needed, System Down, Water Level Low) and an + Add button to create your own.
This example uses Repair Needed, but the steps are the same for any of them. Click the pencil to edit.
Step 2: Toggle "Require Photo on Mobile" to ON
This ensures your tech can't save the issue without attaching a photo.
Turn it on for anything you may need to document later, like Repair Needed.
Leave it off for quick observational issues where a photo would slow the tech down.
Step 3: Toggle "Require Note on Mobile" to ON
This ensures your tech has to describe what they saw before they can save.
Turn it on when your office needs the context to act.
Leave it off when the issue name already says everything.
Step 4: Toggle "Show in Panel" to ON if You Want a Web Alert
The issue lands in your office bell icon the moment it syncs. This is the baseline for anything the office should see.
Leave it off if an issue is only for your customer or your own records.
Step 5: Toggle "Send Email" to ON
This ensures your staff gets an email when the issue comes in.
Save it for issues someone needs to act on quickly, like Repair Needed or No Power. Turning it on for every issue fills inboxes, so be selective.
Who receives it is covered in the callout at the top of this guide (Global vs Additional).
Step 6: Toggle "Urgent" to ON
This makes the issue stand out as high priority in the panel.
Save urgent for the issues that mean lost money or an unhappy customer. If everything is urgent, nothing is.
Step 7: Apply and Confirm
Click Apply to save. Your configured toggles now show in the Issues row (Panel, Email, Customer Email, Urgent), so you can confirm at a glance that the issue is set up the way you want.
