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Client request tracking for home service companies

If you run a landscaping, cleaning, pest control, HVAC or plumbing company, ActiveQ puts every client request in one queue and gives the client a portal to see what happened to it. It handles intake, tracking and the client portal for your office and crews; dispatch, routing and a field app aren’t part of it.

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A sketch of one work order moving through the statuses a home service company might set up. The board in ActiveQ groups statuses into four fixed columns, shown below. Illustrative sample data. Not real customers or results.

Five places a client request can end up

A client texts the owner about the back gate, emails the office about mulch, leaves a voicemail about the sprinkler zone and mentions a wasp nest to whichever crew member is nearest. By Thursday nobody can say which of those are scheduled, which are done, and which were forgotten. The client, who has no way to look, calls to ask.

The work itself is rarely the hard part. Remembering what was asked, who has it, and what the client was told is, and that is what ActiveQ keeps track of for you.

Your words: work orders and technicians

During setup you can pick the terminology preset called Field work. Tickets then read as work orders and agents as technicians everywhere: the queue, emails, and the client portal. If one client prefers another word, you can set wording for that client alone. Status names are yours too, so work orders can move through Requested, Scheduled, On site, Waiting on parts and Done without a custom build. The board groups statuses into four fixed columns, New, In progress, Waiting and Resolved, and each of your statuses sits in one of them.

The ActiveQ board for a landscaping company that uses work order wording. The statuses Requested, Scheduled, On site, Waiting on parts and Done sit inside the fixed columns New, In progress, Waiting and Resolved. Sample data.The ActiveQ board for a landscaping company that uses work order wording. The statuses Requested, Scheduled, On site, Waiting on parts and Done sit inside the fixed columns New, In progress, Waiting and Resolved. Sample data.
Illustrative sample data. A landscaping company’s board on the Field work wording. Its statuses are renamed, and the four column headings stay fixed.View full sizeView full size
ActiveQ queue for a landscaping company: seasonal work orders assigned to crews with SLA timers. ActiveQ queue for a landscaping company: seasonal work orders assigned to crews with SLA timers.
The same queue in the real product, in a Field work workspace: work orders with status, priority, assignee and live SLA clocks. Illustrative sample data. Not real customers or results.

Requests come in seasons

Home service work is seasonal and repeats. Clients come back for the same visit every spring, and last year’s closed work order is still there to read when the new one arrives. Each season starts with a new work order, opened by the client or your office, which keeps every season’s notes separate.

Sample shape of a landscaping company’s year: spring start-ups, fall cleanup, a quiet winter. Illustrative sample data. Not real customers or results.

The spring and fall peaks are where requests pile up by email and voicemail. A portal form that asks the right questions up front (property address, gate access, pets in the yard, a photo of the problem patch) means the crew lead starts with the details instead of a callback.

The ActiveQ form builder editing a Site visit request: the field list with a conditional Gate code field, its rule that shows it only when Request type is Access, and a preview of the form. Sample data.The ActiveQ form builder editing a Site visit request: the field list with a conditional Gate code field, its rule that shows it only when Request type is Access, and a preview of the form. Sample data.
Illustrative sample data. A site visit request form, where the gate code question shows only when the request type is Access.View full sizeView full size

One realistic work order, start to finish

This follows one sample request: a property manager asks for a spring cleanup and mulch at a homeowners’ association.

  1. 1

    The client asks in the portal

    Maple Court HOA’s property manager signs in to your branded portal, picks Spring cleanup and mulch, and fills your form: property address, gate access, a photo of the bed that washed out last fall. The form shows or hides questions depending on the service chosen.

  2. 2

    A work order appears in the queue

    It shows up instantly with a priority and a live SLA clock for response and resolution. An automation tags it seasonal and assigns it to the Crew East team, shared by round robin.

  3. 3

    A crew lead takes it

    The lead adds an internal note (mulch delivery Tuesday, bring the edger) and moves the status to Scheduled. The work order shows when the office has it open or is typing a reply, and you get a warning if a new reply lands while you write, so two people do not reply with different dates.

  4. 4

    The client watches it move

    When the status changes to On site, the client sees it in the portal and gets an email. If the crew needs an answer about the side bed, the status goes to Waiting on client, and the SLA clock pauses until the reply arrives.

  5. 5

    Closed with notes

    The lead closes it with a resolution note: what was done, what to watch, what to book next. Staff can ask AI assist to draft that note from the conversation, and a person edits and approves it before it is saved. The client can reopen the work order if something was missed.

A sketch of what the client sees. The real portal shows the current status as a label, with the conversation and attachments below it. Illustrative sample data. Not real customers or results.
A spring cleanup work order in ActiveQ with crew assignment, visit window, service address and notes. A spring cleanup work order in ActiveQ with crew assignment, visit window, service address and notes.
One work order in ActiveQ: the client conversation, an internal note, status, crew and SLA clock in one view. Illustrative sample data. Not real customers or results.

What it does today

  • A branded client portal

    Each client sees your logo and wording, sends requests through a form you design, follows status, replies and reopens a request. Choose how clients sign in, from open to invite only. Clients can leave an optional satisfaction rating on a resolved work order, and satisfaction results appear in Reports. See client portals.

  • SLA clocks that fit the work

    Set response and resolution targets by priority, team or client, count only business hours, and pause the clock while you wait on the client. A commercial account can have a faster promise than a residential one. See SLA management.

  • Automations and teams

    Rules that run on events can set priority, add tags, leave a note, notify someone, or assign a work order to a team shared by round robin, so Crew East gets the east side without the office sorting each one.

  • A shared queue the office can trust

    A live queue, internal notes, macros for repeat answers such as reschedule and rain delay, ticket merging for duplicates, and presence that shows who else has the work order open or is typing a reply.

  • AI assist, only when you click

    Staff can trigger summaries, triage suggestions, reply drafts and resolution notes. A person reviews everything before it is used, and owners can switch AI off. See AI assist.

Pricing for a home service company

$79.99a month for 1 to 3 agents
$149.99a month for 4 to 8 agents
+$19.99a month for each agent above 8

You pay for the people who work the queue: office staff and crew leads who reply and update work orders. Clients, contacts and portal users are free, so every homeowner, property manager and business customer can have a portal login at no cost. Every plan starts with a 14-day trial with every feature and no card required. Sign-up and billing are for US businesses. During the trial, AI includes 200 runs and 50 free credits; a paid workspace gets 1,000 included runs a month (fair use), and a workspace owner can buy a credit pack if you need more: $9 for 250 credits, $29 for 1,000 or $119 for 5,000. See the pricing page for the details.

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Questions from home service owners

How do crews and schedules fit in?

ActiveQ keeps the request, the conversation and the status in one place. Status names such as Scheduled are labels you set, and the date and crew still come from whatever you use to plan the day, because ActiveQ has no calendar, dispatch board, route planning or GPS tracking.

Can my technicians use it from the truck?

ActiveQ is a web app, so a technician can open it in a browser on a mobile device. It has no native field app.

Keep reading

Illustrative sample data. Not real customers or results. Companies, names and work orders on this page are made up.

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Every plan starts with a 14-day trial with all features and no card required. Pricing is flat per group of agents. Sign-up and billing are for US businesses.

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