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Create a Service Order (Customer)

Request roadside or shop service for a truck from your customer portal and send the request to your shop.

For: Fleet customers · Time: ~2 minutes

Quick summary

  1. Click New Service Order and tell the shop where the truck is.
  2. Pick the truck.
  3. Choose the kind of help you need.
  4. Describe the problem and add a PO or reference number.
  5. Check your answers and click Send request.

Before you start

  • Sign in to your shop's customer portal.
  • Know where the truck is. An address or a dropped map pin both work.
  • If your company pays on account, have a PO or reference number ready. You need one for every order.
  • Photos of the problem are optional. They help the technician come prepared.
  • Enterprise accounts can also add a driver contact. If your account doesn't have it, you won't see that option.

Start a new order and set the location

Click New Service Order, then click Request service. Step 1 of 5 asks Where's the truck?

  1. Search: type an address in the search box and pick the match, or drop a pin on the map.
  2. Saved places: if your account has saved places, pick one from Your saved places.
  3. Add a note (optional): use Anything that helps us find it? for landmarks, a gate code, or the lot name.
  4. Click Continue.

Where's the truck step with a map pin on the address and the search box below the map

Step 1: tell the shop where the truck is.

Pick the truck

Step 2 asks Which truck needs service? Pick a truck from your fleet. The list shows a few trucks. Type a unit number, VIN or make in the search box to narrow it, or click Show all … trucks to see every truck. If the truck isn't listed, click Add a truck. Then click Continue.

Which truck needs service step with a search for NH-102 and one matching truck, plus the Add a truck button

Choose the kind of help

Step 3 asks What kind of help do you need? Pick one:

  • Repair it where it is: a technician comes to the truck.
  • Tow it: the shop tows it where you choose. This option appears only if your shop offers towing. Picking it adds a Where should we tow it? step, and the problem field is labelled What happened?
  • Preventive maintenance or inspection: booked as an appointment.

The steps below follow the repair route. Click Continue.

What kind of help do you need step with Repair it where it is selected

Describe the problem

Step 4 is Tell us what's going on.

  1. Describe the problem: write a sentence or two. This is required: 5 to 500 characters. Example: Air leak at the rear brake chamber. Hissing noise when the brakes are applied.
  2. Photos (optional): click Add to attach photos.
  3. PO or reference number: shown only if your company pays on account. Enter it; you can't continue without it.
  4. Driver (optional, enterprise accounts only): if you see Add a driver contact, click it to give the driver's name and phone or email. Turn on Driver is on site if the driver is with the truck.
  5. Click Continue.

Tell us what's going on step with a problem description, a PO number, and empty driver fields

Check your answers and send

Step 5 is Ready to send? It lists the location, truck, kind of help, problem, PO and payment. Click Change next to any answer to fix it. The Your request panel on the right shows your progress through the steps.

Turn on the I agree to … terms switch, then click Send request. Click Read the terms first if you want to see them.

Ready to send step listing each answer with Change links, the terms switch on, and the Send request button

Nothing is sent until you click Send request. The shop won't dispatch anyone before then.

Track the order

After you send, the order page opens with We've received your request and the order number. The Progress panel shows each stage, from Request received to completed work and invoice. Open Service Orders any time to follow the job, or click Message … in the Need help? card to chat with the shop about the order. When an estimate is ready, you can approve or decline it.

Progress panel on the order page, from Request received to Completed & invoiced

On the shop's side, the request shows up in the Service Orders list as an unassigned repair. A dispatcher assigns a technician from there.

Troubleshooting

SymptomLikely causeFix
I can't continue past step 4The description is shorter than 5 characters, or your company pays on account and the PO is emptyDescribe the problem and enter the PO or reference number, then click Continue.
My truck isn't listedIt isn't on your account yetSearch by unit number or VIN, or click Add a truck. If it still doesn't appear, contact your shop.
The map pin is in the wrong placeThe address search matched a nearby spotDrop the pin on the exact spot, or pick a different address suggestion.
I can't click Send requestThe terms switch is offTurn on the I agree to … terms switch.
I need to correct an answer on the last stepYou noticed a mistake in the reviewClick Change next to that answer, fix it, and return to the review.

FAQs

Do I need an exact address?
No. An address or a dropped map pin both work. Use the note field for landmarks, so the technician can find the truck.

Can I add photos?
Yes. Click Add on step 4. Photos are optional and help the technician prepare.

Can I request a tow or a maintenance visit?
Yes, if your shop offers them. Pick Tow it (shown only when your shop offers towing; it adds a Where should we tow it? step) or Preventive maintenance or inspection on step 3. The PM appointment article covers the maintenance route.

What happens after I send?
The shop reviews your request and assigns a technician. You can follow the status, and the estimate when it's ready, under Service Orders in your portal.

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