Callback Tracker
Callback Tracker records return trips when work on an earlier job needs attention. Your office can log the reason, the customer and original job, the technicians involved, and how the callback was handled. Use it to keep redo and warranty work visible instead of losing it in a phone note.
Before you start
- Your account needs access to Callback Tracker. Open it from the main navigation when the plugin is installed.
- Have the original job title and the reason for the return trip ready. The form accepts a job title; it does not make you select an existing job or schedule a new visit.
- Enter only details your team is authorized to keep in the record. The customer and technician names in the form are optional.
Log and follow up on a callback
- Open Callback Tracker and select Log Callback.
- Enter the Original Job Title. Add the Customer Name if helpful, choose a Reason, and optionally add Reason Detail, the original and callback technicians, and the reported date and time.
- Select Log Callback. A new record starts as Open.
- Use the Open, Scheduled, Closed, or All filters and search to find it. Scheduled is a status for tracking the return trip; changing it does not book a visit on the Scheduling calendar.
- Choose Edit to change details or status. When the work is done, choose Resolve and add resolution notes if useful. Choose Decline when your team will not perform the requested return work. Resolved and declined records appear under Closed.
Reasons include part failure, installation error, incomplete work, warranty work, customer request, weather damage, and other. The summary cards show open callbacks, scheduled callbacks, callbacks resolved this month, average resolution time for those resolved this month, and the total. Search filters the list, not those overall summary counts.
Correct or remove a record
Use Edit when a title, reason, date, name, or status needs correction. Before selecting Delete, confirm you have the right callback: deletion removes that record rather than simply closing it. To retain its history, resolve or decline it instead.
If something looks wrong
- A callback is not in the Open filter: Check Scheduled, Closed, or All, and clear the search term. Resolved and declined callbacks are grouped under Closed.
- The list does not load: Select Retry. Do not interpret a load error as an empty callback list.
- You cannot save a new record: Check that Original Job Title is filled in. If saving still fails, retry after the service is available; do not assume the record was created.
- A scheduled callback is missing from the calendar: Setting the callback status to Scheduled does not create a calendar visit. Schedule a visit separately when a return appointment is needed.