# Service Requests

A service request is how new work enters the system. They can be created by the AI Voice Agent during a call, by your office staff manually, or by a technician in the field when they discover additional work is needed.

## How It Works

1. **Create a new service request.** From the main menu, tap "New Service Request." If you're a technician in the field, you can also create one from within an active job.
2. **Fill in the details:**
   * **Customer** -- select an existing customer or add a new one
   * **Service address** -- where the work needs to happen
   * **Type of service** -- what kind of work is needed (repair, install, estimate, etc.)
   * **Description** -- a short explanation of the problem or request
   * **Priority** -- normal, high, or emergency
3. **Save the request.** It appears on the dispatch board as an unassigned job, ready for your office to schedule and assign.
4. **Office reviews and assigns.** Your dispatcher sees the new request, picks the right technician, and drags it onto the schedule.

## When Technicians Create Service Requests

Sometimes a tech is on-site and finds something else that needs fixing -- a cracked flue, a bad capacitor, an aging water heater. Instead of calling the office, they can create a new service request right from their phone. It goes straight to the dispatch board for scheduling.

***

**Related Pages**

* [My Jobs](/ai-voice-agent-and-dispatch/proforge-csr/field-service/my-jobs.md)
* [Completing a Job](/ai-voice-agent-and-dispatch/proforge-csr/field-service/completing-a-job.md)
* [Assigning Jobs](/ai-voice-agent-and-dispatch/proforge-csr/dispatch/assigning-jobs.md)
* [How Calls Work](/ai-voice-agent-and-dispatch/proforge-csr/voice-agent/how-calls-work.md)


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