Work-order & dispatch management · Field service & repair
Dispatch the right tech, close the job clean.
Calls land by phone, web form, and email at once, and the dispatcher sends whoever's free, not who's qualified and near. Jobs close in ServiceTitan with no signature.
The reality
Dispatch is a matching problem.
A no-heat call comes in during a cold snap, the nearest tech isn't gas-certified, and the wrong truck rolls an hour out only to turn around. Jobs get marked complete without the resolution notes, parts, or photos, so the invoice can't be built and the callback rate climbs.
The operator owns the work order from intake to closure. It captures the request, matches a tech by skill, certification, and drive time, dispatches with the full job context, and enforces a clean close with notes, parts, photos, and signature before the order is done.
How the operator runs work-order & dispatch management
Work order WO-5512 · Intake
logging- No-heat call — residential furnace
- Address and access notes captured
- Priority set — same-day, cold snap
01Intake the work order
Reads the request across phone, form, and email, captures the fault and address, and opens the order in the FSM.
Dispatch WO-5512 · Routing
dispatching- Gas-certified techs filtered
- Nearest qualified — 18 min out
- Dispatched with history and parts list
02Match and dispatch
Ranks techs by certification, skill, and drive time, assigns the right one, and sends the full job context.
Closure WO-5512 · Completion
closing- Resolution notes and parts logged
- Before and after photos attached
- Customer signature captured on site
03Enforce a clean close
Holds the order open until resolution notes, parts used, photos, and customer signature are all captured.
The outcome
−50% of dispatch-desk work off the team
Jobs dispatched fast and closed clean
- The qualified tech rolls first, not the nearest free truck
- Jobs close with the notes, parts, and photos billing needs
- Callbacks drop because the work order tells the whole story
Common questions
Work-order & dispatch management
- What does the Work-order & dispatch management operator do?
- The operator owns the work order from intake to closure. It captures the request, matches a tech by skill, certification, and drive time, dispatches with the full job context, and enforces a clean close with notes, parts, photos, and signature before the order is done.
- What impact does the Work-order & dispatch management operator have?
- −50% of dispatch-desk work off the team. Jobs dispatched fast and closed clean
- How does the Work-order & dispatch management operator work?
- Reads the request across phone, form, and email, captures the fault and address, and opens the order in the FSM. Ranks techs by certification, skill, and drive time, assigns the right one, and sends the full job context. Holds the order open until resolution notes, parts used, photos, and customer signature are all captured.
More operators in Field service & repair
See the full catalogue →