Service in 5 Steps

Heavenly Greens · Service department · updated October 30, 2026

Every service job is one ticket, on one calendar, worked from one board: HG Command → Service. As of October 30, service has left Salesforce: every visit is booked in AGM or HG Command, and nowhere else.

Everyone in the screenshots that follow is a made-up customer.

On the customer's AGM contact, press Service Request. Type the caller's phone and press Look up: it says whether they've called before and whether HG installed at that address. Not in our system? Choose New customer — not in our system at the bottom. Type what's wrong in their words, add any gate / access notes (they print on the crew's sheet), then press Create the service ticket.

• Send the link: it now goes by email and text unless the customer asks for one; if we only have one, it uses that. Type your name and press the send button. It is never sent automatically.
• No link, it needs a look: book an assessment visit, or mark it Needs an in-person look so the call center calls to book. Nothing goes to the customer.
• No link, it's a clear job: book it on the Service calendar. Anyone on staff can book; a crew that is already busy at that time is refused.

The link opens their own ticket page. It shows which four photos to take, takes photos and short videos, and promises an answer within 24 to 72 hours. No photos yet? The system reminds them twice, 72 hours apart, the way they asked, then stops. When they press Send my photos, the ticket moves to Needs a price by itself and service@ gets an email.

Within minutes the ticket is on hgcommand.com → Service, assigned to DeAnna. The board now reads in plain words: Customers waiting on us · Your to-do list · Open tickets · Finished · Today's numbers. Each card leads with the customer's name and has one green button. Every ticket also has ✓ Close ticket and More ▾, which only offers what fits the ticket's step.

• Link just sent: a grey line saying who sent it and when. Nothing to do yet; the reminders go out by themselves.
• Nothing back after 72 hours: it becomes Chase. Press Resend the link, call and offer an assessment visit, or use More ▾ → Needs an in-person look.
• Photos arrive: the card becomes Price it, the next step.

Enter the final price, or choose no charge with the reason (warranty, go-back, free tune-up, goodwill). No-charge work gets a crew but never an invoice. Then assign a crew and press Save changes to this ticket.

• Book it yourself: Book the visit on the ticket, or + Book here on the crew's row of the Service calendar. The ticket turns Scheduled and the customer gets one confirmation.
• Hand it to the call center: More ▾ → Send to the call center to book, and pick how long: 1, 2, 4 or 6 hours, or a full day. It lands on the board's For the call center list, and tops the + Book here picker as "📞 ready to book, 4 hours".
• Plans change: More ▾ → Unbook cancels the visit on AGM's calendar and puts the ticket back where it was.

Crews never get email. Every afternoon DeAnna presses Copy tomorrow for each crew and pastes the link into that crew's group chat. On their phone the crew sees every stop: the address with Open in Maps, the gate / access notes, what the customer said, their photos, and the agreed price or No charge.

At each stop the crew presses one result. Done: take payment sends the invoice and shows Take payment now, and the customer pays by card on the spot. For a check or Paymentech, use the board's 💳 Collect payment, which opens Record a payment on the ticket. Once paid, by itself: the sales rep is told, and accounting@ and service@ both get "Service paid". Work done with nothing to collect? ✓ Close ticket → Service completed (no message goes to the customer).

Questions? If something looks wrong, note the SVC number and what you pressed, and send a screenshot.