Let customers request service from the Customer Portal
Create and publish a service request form to give signed-in portal customers a Request service button. The portal fills the customer account and sign-in email automatically, so the form only needs to ask for details your team does not already know.
Build the form with the same section-and-field editor as the website intake form. The portal form has its own versions and does not change the public website form. You can add Preferred Availability and custom questions such as a short description, service category, or requested date. Customer Name, Contact Info, and Property Address are not available as form fields because the portal supplies that context separately.
Select Save to publish the form. Once published, a portal customer can choose an existing property they are allowed to access. The Property dropdown includes search to find a site by its displayed name or address. Contacts with customer-level portal access can also select Request service at a new property and enter an address; the address uses your business's State, Province, or Region options and the matching ZIP or postal-code wording. Contacts whose access is limited to particular properties can request service only for those properties. Required questions must be completed before the request can be sent. With the picker open, use the arrow keys to move through results and Enter to choose a property; Escape closes the picker.
Every submission creates a task in Tasks -> Service Requests -> All. A prominent Submitted through the Customer Portal status pill and the signed-in email identify its source. Because the signed-in customer and selected existing property are authoritative, they do not carry matching-status tags; their links open the Essential customer and property records in a new tab. For a new address, select Create New Property at the bottom of Request details to open the full property form with the customer and submitted address prefilled. Complete any other required details or custom fields, then save to create the property and attach it to the request.
The Request service action appears only after the form has been saved and published.
Your team is told the moment a request arrives: every back office user gets an in-app notification (each person can turn their own off under Personal Settings), and if you have set up a shared-inbox email copy on the Intake Form Notifications tab, portal requests are emailed there too. See Get notified about new service requests.
Where to find it: Settings -> Customer Portal -> Service request form
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