Managing Clients

Your client database and site information

Your client records are the backbone of ServiceEnvoy. A client is any company or individual you perform work for, and the client record is the single source of truth that feeds everything downstream — tickets, site visits, invoices, calendar entries, insurance certificates, and the defaults every new site visit for that client starts with. The more you fill in here, the more the system does for you automatically. This guide walks through every field, what it controls, and why it matters.

Which name a client is listed under

Plenty of companies sign their contracts under one name and trade under another. Your client list leads with the name people actually say — the short or DBA name on the client record — and shows the legal name in lighter text beside it.

So a company whose paperwork reads Acme Industrial Services, LLC but that everyone calls Acme is listed as Acme, with the legal name alongside. The same applies to the heading on the client's own page.

Searching still finds either one, so you can type whichever name you have in front of you.

The legal name is still used on its own wherever the legal entity is the point — a 1099 or a W-9. Those are documents about the company that signs, not about the name on the van.

To change how a client is listed, open the client and edit Short Name. Leave it blank and the legal name is used on its own.

Raising a ticket in your own company's name

Your own company now appears in the client list and in the client dropdown when you create a ticket, badged Your company so you can tell it apart from your customers at a glance. In the new-ticket dropdown it sits at the top of the list.

This is for work you do for yourself rather than for a customer: an internal job, maintenance at one of your own locations, or a visit you intend to hand to the marketplace later. Previously your own company was the one name you could not pick, and the usual workaround was to create a duplicate customer record for yourself — you no longer need to, and a single record keeps that work with the rest of your history.

Everything else about a ticket works exactly the same way.

Private Network Clients

If your company has joined another company's Private Network, the Clients page has a second tab, Private Network Clients, listing the companies whose networks you've joined. Those are not client records you manage — they are read-only pages the other company shares with you. See Private Network Clients for what's on that tab.

Creating a New Client

1. Go to Field Service → Clients and click New Client. (You only see this button if your role is allowed to manage clients.)

2. Enter the Full Client Legal Name (the full legal/company name) and a Short Name (a nickname or abbreviation for quick reference and calendar events). Both are required.

3. Choose a Client Type (required) and a Status (it starts as ACTIVE). If you know them, fill in the Business Settings (payment terms, billing method, and where job paperwork comes from), a first contact under Contact Information, and the main address under Address Information — or leave them and add detail later.

4. Click Create Client. The new client record opens.

The client record has a set of tabs down the side. Everything below lives on one of those tabs. After any change, click Save Client (or Save & Back to return to the list) at the top of the page.

The Main Tab — Identity

The Main tab is split into two cards. The left Basic Information card holds the fields that identify the client; the right Additional Information card holds reference details.

• Client Legal Name (required) — the client's full legal name. This is what appears on invoices and insurance certificates (COIs), so enter it exactly as it should read on a document.

• Short Name — a nickname or abbreviation. This is the label you'll see on the calendar and what your technicians see, so keep it short and recognizable (e.g. "Acme" instead of "Acme Industrial Services, LLC").

• Client Type (required) — a category you choose from a dropdown. Use it to group clients by how you work with them. Service Envoy sets the available types, because some of them change how the client works with the marketplace. An older client saved before the type was required may not have one yet; the field says so, and when you save that client you'll be asked to choose a type first.

• Client Status — ACTIVE or INACTIVE. Inactive clients stay in your records for history but drop out of the active working lists.

On your own company's record, the legal name and short name come from your W-9 (edit them on the W-9 tab), the Client Type is set at signup, and the status is always Active.

On the right, the Additional Information card shows Date Added and Date Updated (read-only, so you always know how fresh a record is) and a Tech Profiles YES/NO setting.

The ticket-number label, extraction notes, paperwork sources and ticket web prefix used to live on this tab. They are now on the Defaults and Requirements tab, in the Ticket & Paperwork Defaults card (see below).

Getting Around: The Client Tabs

Each tab is a focused workspace for one kind of information:

• Main — the identity fields above.

• Addresses — the client's corporate and site addresses. Used for insurance certificates, scheduling, and general location reference.

• Billing — payment terms, fees, invoice preferences, and the client's rate table (covered in detail below). Only the Owner, Admins, Project Managers and Accounting see this tab.

• Contacts — the people at the client: names, phone numbers, emails, departments, and roles. These contacts also power the click-to-call check-in numbers described later.

• Files — store documents tied to the client: signed contracts, statements of work, blank work-order forms, site maps, anything you want on hand.

• Insurance — on a customer's record, the coverage types and limits this client requires your company to carry, so you can get the right certificate of insurance (COI) to them. On your own company's record, it's the coverage your technicians must carry to work your visits. Adding or changing requirements needs the Manage Insurance Requirements permission (Owner, Admins and Accounting by default). See Insurance Requirements System and Exports.

• Notes — internal notes and onboarding/deliverables detail your team should see.

• Defaults and Requirements — the powerful "set it once" tab that pre-loads requirements, tasks and files onto every new ticket and site visit for this client (covered in depth below). It appears on plans that include client defaults.

• Tech Profiles — the profiles your technicians have on file for this client (badges, client-site logins). You add or edit them from the technician's own Profiles tab.

• Tickets — every ticket/work order for this client in one place.

• Projects — turn on Projects for this client to run one standard scope of work across many sites. See Projects — Bulk Multi-Site Contracts.

• Videos and Websites — reference video links and web portals for the client.

• Marketplace — appears on your own company's client record; it's where you manage your client-side marketplace profile.

• DCP Details — network metadata for clients that come through a Direct Client Package (see the last section).

• W-9 and 1099s — tax documents. The W-9 tab appears on your own company profile. The 1099s tab appears when you have 1099 tracking enabled and your role can view W-9s and tax IDs — by default the Owner, Admins and Accounting, not Project Managers.

What technicians see. A technician opening a client gets a read-only view with only Addresses, Contacts, Files, Tickets, Videos and Websites. They never see the Main, Billing, Notes, Insurance, Defaults and Requirements, Tech Profiles or Projects tabs.

The Billing Tab — Rates, Terms & Fees

The Billing tab is where you tell ServiceEnvoy how to charge for this client, so invoices come out right without re-entering numbers every time. It's shown only to the Owner, Admins, Project Managers and Accounting. Staff see a Rates tab instead, with the client's rates to view only; the rest of billing stays hidden from them.

• Payment Terms — the client's default terms (e.g. Net 30), pulled from your configurable list. Set by the Buyer is only offered on platform-type client records, where the platform's buyers price each job; it isn't available on your own company's profile.

• Payment Fee (%) — an optional percentage fee applied to this client's work, with a Fee on Labor Only checkbox to exclude travel, parts, and expenses from that fee.

• Invoice Time Display — how labor time reads on this client's invoices: decimal (4.08), decimal to two places, or hours & minutes (4:05). Match whatever your client expects to see.

• Payment Method and Billing Method — check off how this client pays and how you bill them.

• On your own company's client profile, Payment Terms, Payment Method and Payment Fee also set the terms your Private Network technicians are paid on — how soon after you approve a site visit you pay, how you pay, and any fee you deduct for sending the payment. See Private Technician Network.

• Billing Notes — free-text billing reminders for your team.

Client Rates. The rate table is the heart of billing. Click Add Rate to define how you charge:

• Rate Type — Flat (one fixed amount), Hourly (per-hour), Blended, or Per Device (a set price for each device serviced).

• Rate Limit and Rate Amount — the amount and the window it covers (e.g. per hour, per day, per week, or no limit).

• Blended rate — pay a guaranteed amount for a first block of hours, then a per-hour rate for additional time up to a cap. You set the first-block pay and hours, the additional per-hour rate, and the maximum hours; the dialog shows you the resulting maximum total.

• Per Device rate — charge a set amount for each device serviced, regardless of time on site. Enter the price per device and, optionally, a default Number of Devices; the actual device count for a job is set on the ticket/site visit, and the total is always the per-device price × the device count (for example, $25 per device × 50 devices = $1,250). The dialog shows the worked total as you type. Rate Limit doesn't apply to per-device rates.

• Travel Pay and Details — optional per-visit travel pay and any free-text notes about the rate.

• Primary Rate — star one rate as primary and it pre-fills automatically on every new ticket for this client. If no primary is set, you'll see a reminder banner — setting one saves you from re-picking a rate every time.

The Defaults and Requirements Tab — Set It Once, Apply It Everywhere

This is where the client page really earns its keep. Anything you configure here is automatically applied to every new ticket and site visit you create for this client, so your techs always arrive with the same checklist, requirements, files and instructions — no re-typing, nothing forgotten. Individual tickets can still override these defaults when a job is unusual. The cards on the tab, from top to bottom:

• Default Technician Assignment — which lane a new site visit starts on: Employee, Private Network, Tech Marketplace, or no default. This one is a company-wide setting — it applies to new site visits for every client, not just this one. Only the Owner and Admins can change it, and whoever creates a ticket can still pick a different lane on any visit.

• Ticket Number Required — set to Yes and a new ticket for this client can't be created without the client's own ticket number; it can't be left blank to auto-generate one.

• Which Profile Required — set to Required and a new ticket for this client can't be created until the creator names which profile the ticket sits under on the client's system. It only applies to clients whose work comes from a website, app or platform.

• Default Skills Required — the skills a technician must have to work this client's jobs (e.g. Network Cabling, Windows Server). Used to match the right techs and to set expectations on every visit.

• Default Required Tools — standardized tools from the global catalog that this client's work requires, so techs show up equipped. Can't find a skill or tool in the list? Click Can't find it? Suggest a skill or Suggest a tool under the picker. Service Envoy reviews it, and an approved one is added to the list for everyone.

• Default Required Tasks — the verification steps that appear on every site visit for this client. Add as many as you like, each with a type and timing:

  • Task types — Checkbox (simple confirm), Task to Complete, Question / Answer, Signature (customer sign-off), File Upload (photo/proof), 24-Hour Confirmation (pre-arrival), Send Deliverables (email closeout documents), Fill out PDF (complete a form in the built-in editor), Photo Required (a photo taken on site), and Join Meeting (a Teams, Zoom, Webex or Google Meet call — the meeting link is pasted in on each new ticket, and the ticket can't be created without it). Use the up and down arrows beside each default task to set the order it appears on every new ticket; a Join Meeting default starts at the top of its group.

  • Timing — mark each task as Before the Visit, During the Visit, or After the Visit, so your tech reads the visit as a clear flow.

  • Required — flag the non-negotiable ones so they stand out and can't be quietly skipped.

• Check In / Check Out With External Client — how your technician tells this client they've arrived on site (check-in) and that they're leaving (check-out). Choose the method that matches how this client works — one setting covers both check-in and check-out:

  • Phone call — pick a specific contact and line (Mobile, Main, or Home) from the client's contacts for check-in and for check-out. On every site visit the tech gets a tap-to-call button: tapping it dials the client and records the check-in/out as done, with a timestamp on the visit's activity log. Clear a number any time to keep the step but drop the call.

  • Website / app — for clients who require you to check in through their own portal or app. Under Check-In portals / apps and Check-Out portals / apps, pick one or more of the client's saved websites (from its Websites tab), or type a one-off link. The tech gets one button per portal on the visit — so a client with an Android app and an iPhone app can offer both — and opening any of them marks the step done. Only the website's name and link are shared with the tech; any username, password or PIN saved on the website record stays hidden. Leave everything blank and the tech simply ticks a Mark done checkbox. Switching to this method hides the phone fields (any saved numbers are kept, just not shown to the tech).

  This is separate from the internal Check Into Service Envoy Visit step, which logs your tech's own arrival time and mileage — the External Client steps are specifically about notifying the client.

• Outside Technicians and This Client: decides how much of this client an outside technician (Tech Marketplace or Private Network, whether independent or with another company) sees once you assign them. Your own employees always see everything.

  • Technicians deal with this client directly (on, the default): the technician sees this client's name, does the check-in and check-out above, and sees the Default Site Visit Contacts you've chosen to show them.

  • Off: you handle this client yourself. The technician sees only your company and the site, never this client's name or contacts, and the External Client check-in and check-out steps are skipped for them. Use this when the technician should only ever say they are with your company.

• Default Site Visit Contacts: the client contacts shown on every site visit for this client, new and existing, as soon as you change the list. Pick a contact from Add a contact, and use the arrows to set the order. Your own people always see each contact in full. For each one you also choose what outside technicians (Tech Marketplace and Private Network) see:

  • Show to outside technicians: turn it off to keep a contact for your own people only.

  • When it's on, tick which details they get: Title, Department, Mobile, Main, Home and Email. For example, share someone's main line but not their mobile, or all their phone numbers but not their email. The name always shows.

  This list replaces the old Default for new tickets checkbox on each contact. On your company's own client profile, the same list sets the contacts on the Hired by card that outside technicians see on your site visits, so they know how to reach you for support.

• Sharing Defaults: what this client sees when you share a site visit with them.

  • What a shared link shows: tick the items a share link includes by default: Technician deliverables, Site visit details, Assigned technician, Repair notes and Live activity timeline, plus Share tech times for approval and Let them report missing deliverables. Sharing Options on any of this client's site visits starts with these ticked, and you can still change them for that one visit.

  • Always share new site visits with this client: when it's on, every new site visit for this client gets a share link with those items as soon as it's created, emailed to the contacts you tick under Email the link to (only contacts with an email address are listed). The link lasts until 30 days after the visit date. If nobody is ticked, the link is still created and you can send it from Sharing Options.

  • Require an emailed code to open: new share links for this client (from Sharing Options, a project, or automatic sharing) start with the emailed code switched on, so the page asks for an email address and a 6-digit code before it opens on a new device. See Sharing with Your Customer.

  Coverage checks are never shared automatically; their site visits are shared when you convert the check into a ticket. Tickets generated from a project aren't either, because a project has its own share link. On the new ticket form, Share automatically (client default) is ticked for this client and you can untick it to skip sharing that one ticket. An automatic link shows on the visit as Automatic (client sharing default), and Edit beside it changes what that visit's link shows without sending a new link.

  Items beyond the technician deliverables, and the two approval options, can only be set by an Owner, Admin, Project Manager or Accounting user. Sharing with Your Customer explains every way to share in one place.

• Default Terms of Service — optional terms for this client. When enabled, they're shown to the assigned technician on every visit (and prefilled when you create tickets), so site rules — badge in at the front desk, follow safety protocols, keep client data confidential — travel with the work automatically.

• Insurance Requirements — a reminder of what's on the Insurance tab. On a customer's record these are what the client requires your company to carry; they are not applied to technicians when you route this client's work. On your own company's record they are what your technicians must carry, and they pre-fill every new visit's requirements.

• Default Ticket Files — tick files from the client's Files tab to attach them to every new ticket for this client: a blank work order for the tech to fill out, instructions for the client's own app, site rules. Only files marked visible to technicians can be picked. Whoever creates a ticket can untick any of them, and changing this never touches existing tickets.

• Ticket & Paperwork Defaults — how Service Envoy reads and links this client's paperwork:

  • Ticket # Label (for PDF extraction) — what this client calls their work-order number on their paperwork (e.g. "Job #", "WO#", "Ticket ID"). When Service Envoy reads a work-order PDF for this client, this label tells it what to look for so the ticket number is captured correctly.

  • Extraction Notes (AI guidance) — a free-text hint (up to 500 characters) telling the system where the important details live on this client's work orders. If a client's PDFs always put the site address in the top-right box, say so here. On a DCP client these notes are maintained by the package provider and are read-only.

  • Where does management obtain job details/paperwork? — where your office picks up new jobs for this client (a portal, email, website, etc.).

  • Where do our technicians obtain job details/paperwork? — the same idea for the field: where your techs get their job info for this client.

  • Ticket Web Prefix (with a Custom checkbox) — if this client's tickets each live at a predictable web address, paste the fixed part of the URL here (e.g. https://portal.client.com/ticket/) and the ticket number is appended automatically, giving you a one-click link to the client's portal from every ticket. Check Custom instead if each ticket has its own unique URL you'll paste manually. This field isn't shown on your own company's record.

The payoff: configure a client once here, and every future ticket and site visit for them arrives pre-loaded with the right skills, tools, tasks, files, check-in method, and terms — consistent, professional, and hands-off.

DCP (Direct Client Package) Clients

If you subscribe to a Direct Client Package, some clients are synced automatically from the dispatch company's master profile. These records carry a DCP badge, and their core information is maintained upstream. You can still layer on your own updates — notes, rates, files, and requirements — on top of the synced record; those additions are yours and won't be overwritten. To start working with those clients, see Direct Client Package - How Do I Apply To Each Client?