How Customers Can Submit Service Requests Through the Portal

How Customers Can Submit Service Requests Through the Portal

Your customers don't have to call or text you every time they need work done. With the Lawnager Client Portal, customers can submit service requests directly — and those requests land right in your workflow so nothing slips through the cracks.

This article explains how the process works from both the customer's side and yours.

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How Customers Submit a Service Request

Once a customer has access to their Client Portal (see Portal Invites & Verification if they haven't been set up yet), here's what they do:

1. •The customer logs into their Client Portal using their verified email or phone number.
2. •They navigate to the Service Requests section.
3. •They tap or click New Request.
4. •They fill in the details:
   • •Type of service needed
   • •Preferred date or timeframe
   • •Any notes or special instructions
5. •They submit the request.

The customer will see a confirmation that their request was received. They can also view the status of past requests from the same Service Requests section.

Tip: Encourage customers to use service requests instead of texting you. It keeps everything documented and makes it easier to convert requests into quotes or jobs.

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How You Receive and Manage Requests

When a customer submits a request, you'll get a notification based on your preferences in Settings → Notifications. Make sure customer activity alerts are turned on so you don't miss anything.

To view and manage incoming service requests:

1. •Go to the Jobs section from your main navigation.
2. •Look for requests flagged as Pending Review — these originated from the Customer Portal.
3. •Click into a request to see the customer's details, requested service, preferred timing, and any notes they included.

From there, you have a few options:

• •Convert to Quote — Send the customer a formal quote before scheduling. This is a good choice when pricing needs confirmation or a site visit is required.
• •Convert to Job — If the request is straightforward and pricing is already agreed upon, create a job directly and assign a crew.
• •Decline or Follow Up — If you need more information or can't take the work, reach out to the customer through their portal or your preferred contact method.

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Converting a Request to a Quote

1. •Open the service request.
2. •Click Convert to Quote.
3. •The quote editor will pre-fill with the customer's information and requested service.
4. •Add your pricing, materials, photos, or deposit requirements as needed.
5. •Click Send Quote — the customer will receive it in their portal for approval.

Once they approve, you can convert the quote to a job with one click.

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Converting a Request Directly to a Job

1. •Open the service request.
2. •Click Convert to Job.
3. •Set the job date, assign a crew member, and confirm the service details.
4. •Click Save — the job will appear on your Calendar and in your crew's Field App.

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Common Pitfalls

• •Missing requests: If you're not seeing new requests, check that portal activity notifications are enabled under Settings → Notifications.
• •Customers who can't submit requests: They may not have completed portal verification. Resend their invite from the Customer record.
• •Requests with vague details: The service request form allows free-text notes, so some customers may be brief. When converting to a quote, use the AI Estimator or follow-up message to clarify scope before committing to pricing.

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Why This Matters

Service requests reduce back-and-forth communication and give you a written record of what each customer asked for and when. Over time, patterns in your requests can also help you spot upsell opportunities — for example, a customer who regularly requests one-off cleanups might be a good candidate for a recurring package.

For more on turning requests into recurring revenue, see Service Packages and Sending Packages in Bulk and Tracking Customer Acceptance.