These are designed to be shared with your customer before/after work is complete, giving the customer the opportunity to review the work that is about to be performed/has been done. You can then have them agree to terms and capture a signature.
Please follow the following steps to create intake and outtake forms.
- Go to the “Ticket Manager” > click on the “More” button and choose “Issue Type & Intake Form/Outtake Form“. Please note that intake/outtake forms are joined with issue types. You can also go to the same page via the shop settings > misc > intake form /outtake form.
- You will see the list of all the “Issue Types“, please choose the “Issue Types” you need the form for and click on the “Edit” icon.
- Add the appropriate terms so the customer can read and sign. On the outtake form, you can also add the public ticket comments if needed.
Intake Form
Outtake Form
- Once the forms are created system will automatically show the forms to your staff and on the customer screen (Based on the Issue Type). Customer must accept the terms and once accepted it will create a pdf file which will be stored in the documents tab. The same file will also be available via the customer portal.
Staff Screen
Customer Display
- Once the customer has signed and accepted the terms your staff will be able to see that on their screen as the red cross icon will turn in to a green tick. Please note that Topaz signature pads can be used as well.
- As soon as your staff clicks on the “Update Ticket” button the system will generate the forms.
Customer Not Present Process (CNP)
To ensure that all necessary paperwork is signed correctly, even if the customer is absent, you can send the intake form electronically or by post. This allows you to complete the process efficiently and maintain accurate records, regardless of the customer’s availability.
After selecting the issue type, you’ll see a button labelled “CNP“. Please note that the “CNP” option will only become available after selecting the issue time, and it may not be accessible at all times. Ensure that you have selected the appropriate issue time to see if the “CNP” option appears, as it is conditional and not always present.
Clicking on this button will open a new popup window where you can choose from the following options:
- Request for an Electronic Signature: Select this option to send the document to the customer for electronic signature, facilitating a fast and secure approval process. You can send the request via email, SMS or both. When the customer clicks on the link it will take them to a page where they can read and sign the intake form.
- Send PDF via an Email to Customer: Choose this option to email the PDF document directly to the customer, allowing them to review and respond at their convenience.
If you have previously sent a request the system will let you know that a previous request has already been sent.
Outtake Form
Once the ticket is set to “Completed” status, you will have the option to process the “Outtake” form. Please ensure that the customer is physically present, as the outtake form cannot be processed as a Card Not Present (CNP) transaction.
To proceed, select the “Outtake” form option. The process is similar to the intake form: the customer must review and accept the terms via the “Customer Display” and provide their signature.
Remember, the outtake form is a critical step to finalize the service, ensuring that the customer acknowledges the completion and any related details. Make sure to guide the customer through the process smoothly, answering any questions they might have.
