Contact Essential for setup changes
Some account-specific setup changes are handled by Essential. When you need one of these changes, open the Essential Assistant, choose the Talk to a human tab, and send the request to Essential.
Include the customer, property, report, user, asset group, invoice, quote, or job ID when you have it. Screenshots help when the request is about a specific page, field, or error.
Setup Changes Handled By Essential
Adding and deactivating users, assigning roles, and creating or editing custom roles are self-serve in Settings if you hold the Manage Users / Manage Roles & Permissions permissions — see Add and manage users and their roles. Compliance Engine setup is also self-serve, in Settings → Data & Integrations → Compliance Engine, for anyone holding that permission.
Contact Essential for:
Creating new service visit types when your business needs an option you do not see in Settings.
Adding an asset type or inspection report template, including choosing from Essential's ready-made report catalog.
Modifying inspection report fields, shared presentation defaults, device legends, PDF layout, certification numbers, report titles, or wording.
Assisted data imports or onboarding when your existing records need to be prepared before they are created in Essential.
Moving an inspection report to another visit, customer, property, or asset when the in-app controls do not allow it.
Correcting or removing protected records, such as paid invoices, test customers, submitted reports, or submitted mobile drafts.
Enabling or adjusting integrations that need Essential configuration, such as accounting integrations.
When Essential adds a ready-made report to an asset group you already track, the setup review compares everything the report brings — asset types, their attributes, and services — with what you have, even when your names are different (your "Make" is the report's "Pump Manufacturer"). For each piece it shows which of your existing ones it will reuse or whether it will create a new one, with a suggestion preselected; asset types show a per-attribute review you can expand and adjust. We confirm each choice with you before adding the report; a service that is not a clear match is left for you to decide. If the asset group already has schedules that match the report's but were set up by hand, the review also says how many of them will join the report's schedule group and whether any of them switch between manual and automatic.
When creating a new asset type, Essential warns if you already have one with a similar name (for example "Sprinkler" next to "Sprinkler Systems"). It is a warning, not a block: if it is the same kind of asset, add the report to the existing asset type instead of creating another one.
Adding a ready-made report also sets up its recurring schedule. Some schedules apply only to matching assets — for example the fire extinguisher report schedules the 6-year internal exam and 12-year hydrostatic test for dry-chemical, Class D, and clean-agent units, and the 5-year hydrostatic test for CO2, Class K, and water-based units, based on each extinguisher's Type & Size. Keep that field filled in so the right services schedule. When the asset type already has assets, adding the report shows a schedule coverage note listing any values that match none of those schedules; it is a warning, not a block. A schedule your asset group already has for the same service and cadence — for example your own annual extinguisher inspection, even if it rounds dates differently or is named differently — is kept exactly as it is and reused; the report only adds the cadences you don't have yet, and those join your existing schedule group. The review lists each schedule as either "already scheduled, kept as is" or "new" before anything is added. Only when your asset group has no schedule group at all do we ask whether the new services should be scheduled automatically, so visits and customer reminders go out on the cadence, or handled manually, so nothing is sent until someone schedules it; otherwise they follow your existing group's setting.
If you also install or monitor electronic security, Essential can add Security System, Access Control, and Video Surveillance asset types. Security System starts as one record per monitored system — manufacturer and model, panel type, account number, Alarm.com and cellular communicator details, and monthly rate. Access Control tracks controllers and doors separately, and Video Surveillance tracks recorders (server or NVR) and cameras separately. If you inspect and test security alarms, ask for the Security System Inspection and Testing report instead: it sets the asset up as one security panel — with its monitoring accounts and whether the system is UL certificated — plus a device list with one line per device type, and the technician records the quantity, whether each was tested, whether the monitoring station received the signal, and any needed repair. That report does not add a recurring schedule, because how often a security system must be inspected depends on the certificate, insurer, manufacturer, and local authority; tell Essential the interval you want and we will set it up.
For a hospital fire alarm program, ask for the Joint Commission PE.04.01.01 report. It sets up cumulative quarterly, semiannual, and annual testing services: each semiannual visit includes the quarterly scope, and each annual visit includes all three scopes. Before adopting it, confirm the facility's current Joint Commission program, equipment inventory, state requirements, and authority-having-jurisdiction expectations with Essential.
What to send
For setup requests, send:
The business or customer name.
The exact page or record you are looking at.
The change you want made.
Whether the change is urgent or blocking today's work.
A screenshot if the request is about a report, field, device type, or error message.
Where to find it: Open the Essential Assistant, then choose the Talk to a human tab.
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