What creates Service Requests tasks

A Service Requests task is created when someone submits the public website intake form or requests service while signed in to the Customer Portal. Each submission becomes its own task in the single All folder, and the task identifies whether it came from the website or the portal.

Website requests are checked against existing customer names and property addresses. High-confidence matches are highlighted in green. Similar names and addresses with small differences are highlighted as amber Possible match suggestions so you can review them before attaching. Possible matches are never attached automatically. The action at the bottom of Request details lets you attach the matching property or open the full customer or property form. Submitted address and contact details—including name, two phone numbers, types, and extensions—are prefilled so you can complete roles, required information, and custom fields before saving and attaching the request.

Portal requests already know the signed-in account and email. The task shows a prominent Customer Portal source banner instead of matching tags for that authoritative account and selected property, and links directly to both Essential records. A request for a new property keeps the submitted address on the task; Create New Property opens the full property form with the account and address prefilled, and saving attaches the new property to the request. Once a property is attached, Create New Contact opens the full contact form for that customer and property.

The Service Requests group appears once either request form has a published version. You work each request by moving it through its statuses. A Service Requests task can also move into a custom folder your business has added, and back to All, using Move to Folder in Quick Actions — see Organize task categories and folders.

Property suggestions at a submitted address are advisory: distinct properties can share an address. Create New Property remains available for that situation and opens the full form for review before creating a separate property. If the request was already completed while you were filling the form, Essential keeps the draft and asks you to review the attached property instead of creating another one. Existing-customer recovery continues to use the known customer.

Where to find it: Tasks page, the Service Requests group in the left sidebar (the All folder)

Related guides

• How tasks are created and organized
• The Tasks inbox: folders, status filters, and search
• What creates Deficiencies tasks
• What creates Invoices tasks
• What creates Jobs tasks (and moving them between folders)
• Let customers request service from the Customer Portal
• Organize task categories and folders