Field service software for IT dispatch and on-site technicians

Turn client tickets into trackable work orders

Every work order holds the details an IT dispatch desk needs before a technician is assigned:

• The client’s own ticket or WO number, stored in the Client WO# field so you can match your job to their system
• Priority and SLA time in hours, so a 4-hour response is visible to everyone on the job
• Site address plus location name, location number and store phone for multi-site clients such as retail or branch rollouts
• A DNE (do not exceed) amount so dispatchers and technicians know the approved cost cap
• Attached scope documents and photos

Existing work orders, clients and technicians can be brought in from CSV files.

Dispatch the right technician to the site

The Tech Finder map searches for technicians near the job address within a radius you choose and filters them by skill, so a cabling job goes to someone who does cabling. Each technician shows as available, busy or on a job. The scheduling calendar lets dispatchers drag jobs between days and technicians in month, week or list view.

• Track the visit through statuses such as Dispatched – Confirm ETA, Pending Tech Arrival and Tech Onsite
• Escalate jobs that are at risk with the Escalated Dispatch status

Document every on-site visit

Technicians use the Tech Portal in their phone’s browser, with no app to install. They see their assigned jobs, check in and out of the site, and upload photos of the finished work. When a visit can’t be completed, statuses such as Materials Needed and Pending Part Delivery show why, and the Parts Tracker follows the shipment until it is delivered.

Manage a bench of contract technicians

The TMD portal handles technician applications, invitations, contract signing and compliance documents. Technician profiles store skills, certifications and pay rates, and technician payments are tracked inside CRMTX.

Quote, invoice and report on SLAs

When a site needs extra work, create a quote and move the job to Pending Quote Approval until the client agrees. Once the work is done, invoice directly from the work order and download a PDF. Reports cover SLA performance, technician performance and financials for any date range, and can be exported.