Support

How do I add my accounts?

From the dashboard, go to the Accounts tab. Click "Add account," enter the name and any details you want to track, then save. Each account immediately gets a unique submission link and QR code your customers can use to request service.

How do customers submit service requests?

Each account has a unique submission link (no login required). Customers visit the link — or scan the QR code — fill out a short form describing what they need, and hit Submit. That's it. No app download, no account creation.

How do I share the submission link with a customer?

From the Accounts tab, find the account and click the link text — it copies automatically to your clipboard. Text it to your customer, email it, print the QR code, or embed the intake form on your own website. The link never expires unless you delete the account.

What if a customer doesn't have a smartphone or email?

The submission form works on any browser, including older phones. If a customer can't use the form at all, you can create a request manually from your dashboard — just open the request panel, fill in the details as if you were the customer, and submit it yourself.

Will I get notified when a customer submits a request?

Yes. When a customer submits a request, an email notification is sent to the email address on your account immediately.

Do customers get notified when I update a request?

Yes — every time you change the status of a request, an email is automatically sent to the customer (if they provided their email). The email includes the new status and any note you added. You don't have to do anything extra.

What do the status options mean?

• Open — new or unaddressed.
• In progress — you're actively working on it.
• Waiting on vendor — a contractor or supplier is involved and there's a delay.
• Resolved — the request is complete.
• Rejected — request was reviewed and won't be addressed (e.g., outside the services you offer).

Can I add internal notes to a request?

Yes. In the request detail panel, you can add a note at the same time as a status change. Notes are timestamped and saved as a permanent log — useful if a dispute ever comes up.

Can my customers book appointments online?

Yes, if you want them to. Online booking is off by default — turn it on in Account Settings → Online booking. Once it's on, a Schedule tab appears in your dashboard and customers can claim open time slots themselves. If you don't take appointments, leave it off and nothing about your intake link changes.

How do I set my availability?

Everything lives in the Online booking card in Account Settings:

• Services — what you offer and how long each one takes (15 minutes to 4 hours). Customers pick a service first, and slot lengths follow from it.
• Weekly hours — the hours you work each day. You can add more than one block to a day for a split shift, and a day with no hours is simply closed.
• Booking rules — your timezone, how often slots start (every 15, 30, or 60 minutes), how much notice you need before the next job, how far ahead customers can book, and how many appointments you can handle at the same time.
• Time off — block a whole day or just part of one, for vacations, holidays, or an afternoon you need back.

Customers only ever see times that survive all of those rules. Add at least one service and one day of hours before you switch booking on, or there will be nothing to book.

Where do customers actually book?

Two places, both using the same link. You get a hosted booking page — find it under Your public booking link on the Accounts tab and share it like any other link. Or paste the two-line snippet from that same card into your own website and the appointment picker appears right on your page, using your site's fonts and colors. See the integration guide for details.

What happens when someone books a time?

You get an email right away, and the appointment shows up on your Schedule tab. It also opens a linked request in your dashboard, so booked work is tracked from open to resolved exactly like a request that came in through your intake form. The customer gets a confirmation email with a calendar invite attached, so the appointment lands in their own calendar.

Can two customers book the same slot?

No. A slot disappears the moment it's claimed, and if two people hit "book" at the same second, only one of them gets it — the other is told the time was just taken and asked to pick again. If you can genuinely handle more than one job at once, raise "Appointments at the same time" in your booking rules and the slot stays open until it's full.

Do customers get appointment reminders?

Yes. Every customer gets an automatic reminder email in the 24 hours before their appointment — once per appointment, so nobody gets pestered. You don't have to send anything yourself.

Can customers cancel or reschedule themselves?

Yes. Every confirmation and reminder email links to a page where the customer can cancel or reschedule, right up until the appointment starts. Rescheduling moves them to the new time in one step — the old slot reopens and the new one is claimed together, so they can never end up with two appointments or none. You're emailed either way.

What if I need to cancel an appointment, or mark one done?

Open the appointment from the Schedule tab. Canceling emails the customer and closes out the linked request with a note explaining why it was dropped. Marking it complete resolves the linked request, so finished work leaves your open list.

How does the free trial work?

WorkOrdinate includes a 14-day free trial. No credit card is required to start. At the end of the trial, you'll need to enter a payment method to continue. Your data is retained for 30 days after a trial expires so you can pick back up.

How do I cancel?

You can cancel anytime from Account Settings → Subscription. Your account stays active through the end of the current billing period. We don't charge cancellation fees.

How do I reset my password?

From the login page, click "Forgot password" and enter your email. You'll receive a reset link within a few minutes. Check your spam folder if it doesn't arrive. If you're still stuck, contact us and we'll reset it manually.

Can I export my data?

Yes. CSV export is available from your dashboard at any time, so you can download your full request history whenever you need it.