---
title: Create a Service Order (Customer)
description: "Request service from your customer portal: set where the truck is, pick it, say what's wrong, and send the request to your shop in 5 short steps."
---
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1. [MetaFleet Answer Hub](https://support.metafleet.ai/?hsLang=en)
2. [Work Intake (Requests & Service Orders)](https://support.metafleet.ai/work-intake-requests-service-orders?hsLang=en)
3. [Customer & Partner Requests](https://support.metafleet.ai/work-intake-requests-service-orders?hsLang=en#customer-partner-requests)
# 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**.
*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**.
### 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**.
### 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**.
### 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.
> **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](https://support.metafleet.ai/approve-or-decline-an-estimate?hsLang=en).
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
| Symptom | Likely cause | Fix |
| --- | --- | --- |
| I can't continue past step 4 | The description is shorter than 5 characters, or your company pays on account and the PO is empty | Describe the problem and enter the PO or reference number, then click **Continue**. |
| My truck isn't listed | It isn't on your account yet | Search 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 place | The address search matched a nearby spot | Drop the pin on the exact spot, or pick a different address suggestion. |
| I can't click **Send request** | The terms switch is off | Turn on the **I agree to … terms** switch. |
| I need to correct an answer on the last step | You noticed a mistake in the review | Click **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](https://support.metafleet.ai/requesting-tracking-a-pm-appointment-customer-portal-?hsLang=en) 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.
### Related articles
- [Approve or Decline an Estimate](https://support.metafleet.ai/approve-or-decline-an-estimate?hsLang=en)
- [Requesting and Tracking a PM Appointment (Customer Portal)](https://support.metafleet.ai/requesting-tracking-a-pm-appointment-customer-portal-?hsLang=en)
- [The Service Order Lifecycle](https://support.metafleet.ai/the-service-order-lifecycle?hsLang=en)
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