Leaving Reviews and Feedback on the List View

Owned by Uma Srinivasan (Unlicensed)
Last updated: Jul 20, 2020 by Anastasiya Dashuk (Unlicensed)

From the work orders list in Service Automation, you can rate your providers’ performance by leaving reviews for service requests. When you submit feedback on a work order, you can do the following:

  • Mark the service request as complete or not
  • Provide a star rating for completed work based on the quality and timelines of the service rendered
  • Add a comment to furnish additional information on the fulfilled task

If a service request was marked as complete earlier but hasn’t yet been invoiced, you can update the submitted review.

With the Provider Reviews and Ratings feature turned on, you can leave reviews on work orders through Service Automation, Dashboard, and the ServiceChannel Mobile app. You may also initiate a review from the feedback reminder emails. Please contact your ServiceChannel representative to have this feature enabled for your company.

The statuses of work orders awaiting your review may vary. Based on your company business needs, different statuses may trigger the review process. As a rule, you need to review work orders in the Completed / Pending Confirmation status.

As an admin, you can activate the star review feature for specific statuses through Service Automation. Navigate to Admin > WO Properties > Statuses, and select the checkbox in the AskForReviews column for the desired status. Once the work order moves to the selected status, you or your colleagues need to leave a review on it.

Note that you can submit reviews from the work order details page as well.

Leaving Reviews for Work Orders

The purpose of providing a work order review is to confirm that the required job has been completed. When you review completed work orders, you star rate the provider’s work and may answer some additional questions regarding the quality of rendered services.

Should the work turn out to be incomplete or poorly performed, you can send the provider back to the location to complete the job.

⦿ How to Leave a Review for a Work Order
  1. On the work orders list, find the service request you need to review, and click Leave Review.
    A service request awaiting review on the work orders list in Service Automation
  2. In the overlay that appears, mark whether the work is complete or not.
    1.  To mark as complete:
      1. Select Yes next to the Is the work complete and to specifications? question. The section for star rating appears.
      2. Select the suitable number of stars to rate the provider’s work. The field for a comment appears.
        Marking a work order as complete in Service Automation

      3. Enter a comment describing the quality of rendered services. The comment is mandatory if you rate the work with one or two stars.

        If additional survey questions are enabled for your company, they appear under the star rating. Answer the suggested questions.

        Providing answers to additional questions upon reviewing a work order in Service Automation

        If you don’t have this feature, contact your ServiceChannel representative to learn how you can add such questions to the work order review workflow.

      4. Click Submit Review. The work order moves to the Completed / Confirmed status.
    2.  To mark as incomplete:
      1. Select No next to the Is the work complete and to specifications? question. The field for a comment appears.
        Marking a work order as incomplete in Service Automation
      2. Leave a comment explaining why the work cannot be considered complete.

      3. Click Send the Provider Back to Complete the Work. The work order moves to the In Progress status, and the provider receives a notification about the status reversal.

Updating Reviews for Work Orders

You may re-evaluate the provider’s performance on a service request that was marked as complete earlier by updating the previously submitted review. Note that you cannot send the provider back to complete the work upon editing the rating.

You can update a review for a work order that is either in the Completed / Confirmed status or is moved back to a status that triggers the review process — usually, Completed / Pending Confirmation. The feedback provided for an invoiced service request cannot be modified.


⦿ How to Update a Review for a Work Order

  1. On the work orders list, locate the service request you want to update the review for.

    Reviewed service requests are marked with a star rating on the work orders list.

    A previously rated service request on the work orders list in Service Automation

  2. Сlick the stars representing the provider's rating on the completed job.

  3. In the overlay that appears,  update the desired review details:

    1. Adjust the number of stars denoting the provider’s performance on the service request.

    2. Edit the comment describing the quality of work.
      Updating a review for a previously rated work order in Service Automation

      Should additional survey questions be enabled for your company, the responses submitted upon review earlier appear below the comment field. You cannot change the responses when updating the rating.

      Responses to additional survey questions on the work order review screen in Service Automation

      If you don't have the feature that enables additional survey questions, contact your ServiceChannel representative to learn how you can add them to the work order review workflow.


  4. When finished, click Submit Review. The review gets updated.
    If the work order wasn’t in the Completed / Confirmed status when you started editing the rating, the service request advances to this status.

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