Customer details¶
The customer detail page gives you a complete view of a customer's profile, locations, job history, and portal access — all in one place.
This page is available on all plans with no feature gate.
Accessing customer details¶
- Go to Customers in the sidebar.
- Click any customer name in the customer list to open their detail page.
Customer information card¶
The top of the page displays the customer's core information:
| Field | Description |
|---|---|
| Customer name | Full name or company name |
| Customer ID | Unique system identifier |
Clickable mailto: link to send an email directly | |
| Phone | Clickable tel: link to dial on supported devices |
| Default SLA | The turnaround window for this customer's jobs, in hours — or Not set |
| Created | Date the customer record was created |
| Last updated | Date of the most recent change |
Use the Edit button to update customer information, or the delete button to remove the customer from your active list.
Removing a customer is reversible
Removing a customer moves them to the Inactive filter — it does not erase anything. Their jobs, invoices, and work orders stay linked exactly as they were, and you can restore the customer in one click. Still worth resolving open jobs first, so nothing active is sitting on a customer your team can't see by default.
Opening an inactive customer¶
You can open an inactive customer's detail page the same way you open any other — from the Inactive filter on the customer list. The page opens read-only: an Inactive badge replaces the edit and delete buttons, a banner across the top explains why, and the location, tax-exemption, and default-location controls are switched off rather than hidden. Everything on file stays readable.
Click Restore Customer in that banner to bring them back. The page reloads with editing available again.
Setting a default SLA¶
Default SLA is the turnaround you've promised this customer, written in hours. When someone creates a job for them, the SLA due date is worked out for you — the current time plus that many hours. Set a customer to 24 hours and every new job for them lands with a due date of tomorrow at the same time, without anyone doing the math or forgetting.
To set or change it:
- Click Edit on the customer information card.
- Enter a number in Default SLA for New Jobs (Hours). Anything from 1 to 168 hours — up to a full week — is accepted.
- Click Save.
The card updates immediately, so you can confirm the new value without reloading the page.
Leave it blank for job-by-job due dates
Clear the field and save to remove the default. The card then reads Not set, and whoever creates the job picks the due date themselves. That's the better choice for customers whose turnaround changes from one visit to the next.
A default fills the due date in for you
When a customer has a default SLA, the due date on the job form is filled in and marked as auto-set rather than left blank to type. Customers with no default leave that field open for you to enter.
The activity log records real changes only
A Default SLA updated entry appears in the audit trail only when the value actually changed. Editing a customer's phone number and saving no longer logs an SLA change alongside it, so the history stays a record of what you actually changed.
Customer Portal access¶
If the customer has an email address on file, you can invite them to the Customer Portal — a self-service interface where they can view jobs, approve quotes, and make payments.
- Click Invite to Portal to send an email invitation.
- Click Resend Link if the customer didn't receive the original invite.
- A yellow Pending customer approval badge appears when the customer already has a portal account with another company on FSM Navigator™. They keep control of cross-company access — the badge stays visible until they approve or deny your request from their existing portal.
Email is required
The portal invitation requires a valid email address. Add one in the customer information card before sending an invite.
For full portal documentation, see Customer Portal.
Quick stats¶
Stat cards are displayed below the customer information:
| Stat | Description |
|---|---|
| Locations | Total number of service locations on file |
| Pending | Jobs awaiting scheduling or acceptance (amber) |
| In Progress | Work that is under way — including anything currently on hold (purple) |
| Completed | Successfully finished jobs (green) |
| Cancelled | Jobs that were called off (grey) |
| Declined | Jobs a technician turned down (red) |
| Assets | Equipment on file for this customer (Enterprise plan) |
| Total Invoiced | Every invoice you have issued to this customer, at its full amount — all time |
| Balance Due | What this customer still owes you right now, across their open invoices |
How the job numbers relate
Pending, In Progress, Completed, Cancelled and Declined are five separate buckets that do not overlap. Every job on file for this customer lands in exactly one of them, so adding the five together gives you the customer's real job total — the same total you see behind the All filter of the Jobs list below.
What the Assets figure counts
The Assets card counts every piece of equipment on file for this customer, whatever condition it is in — active, idle, in maintenance, retired, decommissioned or lost are all included, because they are all still this customer's equipment. Assets recorded against one of the customer's sub-locations count too, even if they were never tied to the customer directly. Equipment you have deleted is not counted.
It is the same number you get by opening the Assets tab further down the page, so the card and the tab can never disagree. The card only appears if your plan includes asset management.
Total Invoiced vs Balance Due — two different questions
Total Invoiced answers "how much have we ever billed this customer?" It counts every invoice you actually issued, at the amount you issued it for. Draft invoices are not counted — a draft has not been sent, so nothing has been billed yet — and voided invoices are not counted either, because voiding withdraws the bill. Paid, partly paid, overdue and refunded invoices all still count: they were genuinely issued, and a refund afterwards does not un-bill them. The card shows how many issued invoices make up the figure.
Balance Due answers a different question — "what is still outstanding?" — and only counts invoices with money still owed on them.
Both figures are as-of-now snapshots covering the customer's whole history. Neither is affected by any date filter elsewhere in the app. If you want billing totals for a specific period instead, use the Financials & Tax tab on the Invoicing page, which has its own date range.
Tax exempt toggle¶
Mark a customer as tax exempt using the toggle switch. When enabled, taxes are excluded from invoices generated for this customer.
When tax exemption is enabled, a read-only Reason field displays the exemption reason (e.g., government entity, reseller certificate) as set during status configuration.
Tax exempt applies to all invoices
Enabling tax exempt affects all future invoices for this customer. Existing invoices are not retroactively changed.
Detail page tabs¶
The customer detail page is organized into tabs. Click any tab near the top of the page to switch views:
| Tab | What it shows |
|---|---|
| Overview | The customer's job schedule calendar and their service locations |
| Jobs | A searchable list of every job for this customer |
| Work Orders | The customer's work orders, with status filtering |
| Invoices | The customer's invoice history, searchable by invoice number |
| Technician Preferences | Preferred and avoided technicians (Pro plan or higher) |
| Assets | Equipment on file for this customer, with search and status filtering (Enterprise plan) |
| Recurring Jobs | The repeating schedules set up for this customer (Pro plan or higher) |
Recurring Jobs tab¶
Lists the repeating schedules that generate work for this customer automatically — a quarterly service visit, a weekly inspection, a monthly filter change. Each row shows the schedule's name and location, how often it repeats, when it is next due, and how many jobs it has produced so far. A badge marks whether the schedule is currently Active or Paused.
Two filters narrow the list, and both work on the server, so they search the customer's whole history rather than just what is on screen:
| Filter | What it does |
|---|---|
| Status | Show all schedules, only active ones, or only paused ones |
| Frequency | Show only daily, weekly, biweekly, monthly, quarterly, yearly or custom schedules |
Clear Filters resets both at once. Long lists are paged 25 at a time.
This tab is a read-only view
The tab shows you what is scheduled for this customer without leaving their record. To create a schedule, edit one, pause or resume it, or skip a date, use the Manage Recurring Jobs button — it takes you to the Recurring Jobs page, which owns all of those actions.
The individual jobs a schedule has already produced are ordinary jobs, so they appear on this customer's Jobs tab like any other work.
Overview tab¶
The default tab when viewing a customer. Contains the job schedule and locations.
Job schedule calendar¶
A calendar view of all jobs scheduled for this customer.
- Switch between Month, Week, and Day views.
- Jobs are color-coded by priority:
| Priority | Color |
|---|---|
| High | Red |
| Medium | Yellow |
| Low | Green |
- Click any job to view its details.
- SLA due dates are displayed on applicable jobs.
Locations and sub-locations¶
A customer can have one location or many. A homeowner usually has a single service address. A property manager, franchise operator, or commercial customer often has several — a main office, a few branches, a warehouse. Each one is a sub-location on that customer's record, and each has its own address, contact email, contact phone, and job history.
| Column | Description |
|---|---|
| Location name | A descriptive label like Main Office or Building 4 — East Wing |
| Address | Full street address, with a link to open it in maps |
| Contact email | The email used for invoices and notifications tied to work at this location |
| Notes | Gate codes, parking instructions, access details — anything the technician needs on arrival |
- Click Add Location to create a new sub-location. Start typing in Address Search, then pick the matching address — the street, city, state, and ZIP fill in for you and can't be typed by hand.
- Use the edit or delete icons to modify or remove existing sub-locations. Changing a location's address works the same way: pick a new address from the search box rather than editing the individual boxes.
- A US state and a ZIP code are required on every location. If the address you pick comes back without one — because it's a city, a region, or a whole road rather than a specific building — nothing is filled in and you'll see a message asking for a more specific address. Keep typing and pick the suggestion that includes the street number.
The default location¶
When a customer has more than one sub-location, one of them is marked as the default — shown with a filled gold star on the location card. The default is what FSM Navigator uses whenever there isn't a specific job address to fall back on. In practice, that means:
- The billing address that appears on new invoices for this customer
- The email recipient for invoices and payment receipts that are not tied to a single job
- The default address suggested when you create a new job for this customer
Changing the default address or invoice email¶
If you need to change where a customer's invoices are addressed, or which email address gets the invoice copy, set a different sub-location as the default. You do not need to edit the customer's primary record — just pick a different sub-location.
- Open the customer detail page and scroll to the Locations list.
- Find the sub-location that has the address and contact email you want to use going forward.
- If that sub-location does not exist yet, add it first with Add Location and fill in the correct address and contact email.
- Click the star icon on that sub-location's card.
The star fills in, the previous default returns to an outline, and future invoices and account-level emails for this customer route to the new default's address and contact email. The change is immediate — there is nothing else to save.
Common use case — billing through a property manager
If you bill a property manager who oversees several sites, add the property-manager office as a sub-location and set it as the default. Invoices then land in the property manager's inbox even when the work was performed at one of the other sites.
Past invoices are not changed
Switching the default location only affects future invoices and notifications. Invoices that have already been sent keep their original billing address and recipient — your historical records stay intact.
Removing a sub-location¶
You cannot delete the sub-location that is currently set as the default. The delete button is disabled on the default card and shows a tooltip explaining why. If you need to remove that one, first set a different sub-location as the default, then come back and delete the old one.
For the full walkthrough — adding sub-locations, editing contact details, email validation rules, and how billing emails are picked job-by-job — see Customer Locations.
Jobs tab¶
A complete, searchable list of every job for this customer — past and present. Use it when you need to find one specific job or review the customer's full history, rather than scanning the Overview calendar.
Search and filters:
- Search by job number, title, or location.
- Status — show All, Active (the default), Completed, or Cancelled jobs.
- QuickBooks sync — if your account is connected to QuickBooks, narrow the list by sync status: Synced, Pending, Failed, or Not Invoiced.
The list is paginated, so a customer with years of history stays fast to browse. Click any job to open its details.
For everything you can do with a job, see Jobs.
Work Orders tab¶
Every work order tied to this customer, in one place — handy for customers with larger, multi-visit projects.
Search and filters:
- Search by number, title, or status.
- Status — All Statuses, Open, In Progress, On Hold, Completed, or Cancelled.
Click any work order to open it. To create or manage work orders, see Work Orders.
Invoices tab¶
The customer's full invoice history. Because a long-standing customer can build up hundreds of invoices, the list is paginated and the search looks across their entire history — not just the page you're viewing.
Search and filters:
- Search by invoice number.
- Status — All Statuses, Draft, Sent, Paid, Overdue, or Void.
Click any invoice to open it. For billing and payment details, see Invoicing.
Technician Preferences tab¶
Requires Pro plan or higher
This tab is visible when the Job Continuity feature is enabled. Available on the Pro plan or higher.
Set preferred or avoided technicians for this customer to influence auto-assignment:
- Preferred technicians are strongly favored when matching this customer, making them more likely to be assigned.
- Avoided technicians are skipped by default, preventing unwanted assignments.
For full details, see Technician preferences.
FAQ¶
How do I remove a customer?
Open the customer detail page, then click the delete button in the customer information card and confirm. The customer moves to the Inactive filter — nothing is erased, and you can restore them at any time from the banner on their page or the Restore button on their row. Resolve open jobs first so nothing active ends up on a customer your team can't see by default.
Why won't the form let me reuse a removed customer's email or phone?
Each email address and phone number belongs to one customer at a time, whether that customer is active or not. The create form names the customer who already has it so you can restore them, add the new site as another location on them, or use a different contact detail. See Managing customers.
Can I export customer data?
Customer data can be exported from the customer list. Use the export option to download records in CSV format.
Why can't I see the Technician Preferences tab?
The Technician Preferences tab requires the Job Continuity feature, which is available on the Pro plan or higher. If you don't see the tab, check your current plan under billing settings or contact your account administrator.
Where do I find a customer's jobs, work orders, and invoices?
Open the customer detail page and use the tabs near the top. Jobs lists every job for the customer, Work Orders shows their work orders, and Invoices shows their billing history. Each tab has its own search and status filters.
Related pages: Managing Customers · Customer Portal · Jobs · Work Orders · Invoicing · Technician preferences · Customer Locations