> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vyntaintegrate.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Handle Customer Service Requests Submitted via Portal

> Let customers raise service requests through the portal and convert them into scheduled work orders without any back-and-forth phone calls.

Instead of customers calling your office to request a visit, they can submit a service request directly through the portal. Your team reviews it, adds details, and creates a work order — all without a single phone call.

## How Service Requests Work

<Steps>
  <Step title="Customer submits a request">
    Through the portal, they describe the issue, attach photos, and choose a preferred date.
  </Step>

  <Step title="Request appears in Vynta">
    The request shows in the **Service Requests** queue with a "New" badge.
  </Step>

  <Step title="Your team reviews it">
    A dispatcher or admin reviews the request, adds internal notes, and determines the job type and priority.
  </Step>

  <Step title="Convert to work order">
    Click **Create Work Order** to convert the request into a full work order. The customer's description and photos are carried over.
  </Step>

  <Step title="Schedule and assign">
    Assign a technician and schedule the job as normal.
  </Step>
</Steps>

## What Customers Can Include

* **Description** of the issue
* **Photos** to show the problem
* **Preferred date** for the visit
* **Access instructions** (gate codes, best entrance, etc.)

## Managing the Queue

The Service Requests page shows:

* **New requests** — awaiting review
* **In progress** — being reviewed or converted
* **Converted** — successfully turned into work orders
* **Dismissed** — requests that were declined or duplicates

## Why This Matters

* **Faster response** — no waiting for office hours
* **Better information** — photos and descriptions from the site
* **Less admin** — fewer phone calls to field
* **Audit trail** — every request is logged with timestamps

## FAQ

<AccordionGroup>
  <Accordion title="Can customers see the status of their request?">
    Yes. Once converted to a work order, the customer can track it through the portal like any other job.
  </Accordion>

  <Accordion title="What if a request is a duplicate?">
    Mark it as **Dismissed** with a note. The customer is not notified.
  </Accordion>

  <Accordion title="Can customers cancel a service request?">
    They can request cancellation. If the work order hasn't been assigned yet, you can cancel it directly.
  </Accordion>
</AccordionGroup>