Frequently Asked Questions

Every day, we help thousands of service businesses deliver the best possible experience to their customers through our software. Find answers to the most common questions we are asked, right here.

How do I create an account?

There are two primary paths to create an account, using the full Quick Add or using the "+ Account" button.

Quick Add: Click on the "+" button up on the top of your screen and then follow along with the instructions below.

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+ Account: Click the "+ Account" button located throughout the app to open a modified version of the Quick Add that focuses only on the account creation.

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How do I create an order?

There are two primary paths to create an order, using the Quick Add or using the "+ Order" button.

Quick Add: Click on the "+" button up on the top of your screen and then follow along with the instructions below.

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+ Order: Look for the "+ Order" button throughout the app and follow the instructions below.

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How do I schedule an appointment?

There are two primary paths for these actions, using the Quick Add or entering in each action separately.

Quick Add: Click on the "+" button up on the top of your screen and then follow along with the instructions below.

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+ Appointment: Look for the "+ Appointment" button throughout the app or hit the "Schedule" button while on an order and follow the instructions below.

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How do I use marketing filters?

Marketing filters help you narrow your focus on who should be targeted by any specific campaign. If you are just starting out, we recommend you utilize the basic campaign wizard as a starting point before you dive too deep. Simply go to the Marketing section and look for the "+ Campaign" button to open up that wizard.

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If you would like to jump right into the filters themselves so you can learn what options are available then follow this link for the full list:

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Why are my employees unable to login?

ServiceMonster has different security levels that you can grant each user. Only certain security levels will be able to access the desktop, as they are intended only to be used for a mobile device. For a full outline of the various security roles and how they are different, use the link below.

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If your employee has forgotten their password, then on the main login screen you can click the "forgot my password" link and follow the password reset instructions.

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Where can I find help for the mobile app?

You can find our mobile help help documentation in the Knowledge Base under the "Mobile App" section.

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Why aren’t my items exporting to Quickbooks?

Quickbooks is very particular about data that comes into their system, so often times there is a simple solution to rectify the issue. First, find out what error code was listed by going to Orders -> Accounting -> Non-Posted Invoices/Payments tabs and then look in the "export message" column to find the code. Once you have found the code, we have a dedicated article showing common error codes and how to address them, which you can navigate to below. If you don't see the code listed there then we recommend Googling your specific error code or reaching out to our support staff for additional assistance.

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How do I apply a payment?

You can apply a payment to a single order at a time or utilize a split payment from the account screen.

Order: Look for the payment button on the details tab to open up the payment window. You can also access this screen during the completion wizard.

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Account: Make sure you are on the detail tab and look for the "new payment" button. From here, enter in the payment information and then select which orders you wish to apply that payment to by clicking the checkbox next to them.

How do I set up disclaimers for my forms?

You can adjust how your order form appears, add disclaimers, and adjust what fields show up based on order and customer type all from the print settings. Simply go to Settings -> Print Settings and then use the tabs along the top to navigate to which specific print setting needs to be updated.

Order Forms: A list of all of our available order forms, take a look and see which you prefer.

Billing Disclaimer: Disclaimer specific to your billing statements only.

Order Disclaimer: Create multiple disclaimers for multiple scenarios. Note that each disclaimer is actually split into two options. Disclaimer 1 is typically above the signature line and has more available space while disclaimer 2 is below the signature line and has less available space.

Order Print Options: Choose which options you wish to have based on order type, account type (residential vs commercial), order form, and more.

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How do I send a text to my customers from ServiceMonster?

Text or SMS functionality is currently only available from the appointment window. You can find this on the schedule by left clicking on any appointment or by going to the appointment history tab from an Account. Look for the chat bubble icon.

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Note: By default, the text communication is a one-way path only and is sent from a default number. If you wish to setup 2-way communication and also choose the phone number the message is sent from, you will want to look into creating your own Twilio account.

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Why can’t I edit my line items?

Check to see if your order is in the Invoice status (pink background). Invoices are locked down to verify account records aren’t accidentally changed with a mis-click. To edit your items either change the order back to a Work Order, update the information, and then convert back to Invoice OR use the completion wizard as a way to update the line items within. Be very careful if doing this action on invoices already posted to Quickbooks, as you will need to update them on Quickbooks' end as well.

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Where are my lead sources?

If you wish to view/edit your lead source list you can find it in the Marketing tab in the Lead Source section.

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Why isn’t my logo on my invoices?

You will first need to make sure your logo has been uploaded. You can do so by going to Settings -> Company Info. If you have uploaded the file and it is still not showing, then make sure it falls within the dimension requirements (800x800 pixels maximum) and then re-size the image if needed.

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How do I add multi-day appointments?

There are two ways to add additional appointments through the Quick Add or from the order directly.

Quick Add (best method): On the appointment tab of the Quick Add, you can add multiple appointments at once as long as you have hit the green checkbox on any created appointment. Find the best time for your first appointment, add in your notes, and then hit that green check mark to "set" the appointment. Now you can find the next appointment time, click it to open a second appointment, add in your notes, hit the green check mark. Rinse, repeat.

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From the order: On any order you can hit the schedule button at the top of the screen and it will bump an appointment over to the "on-deck" tab of the schedule. From here you can drag that appointment off to the time slot you wish and rinse and repeat as many times as needed.

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How can I tell my email sent?

Any emails sent in ServiceMonster will generate an activity on either the account or order (depending on where you sent the email from). Simply go to the Account or Order in question and look for the Activities tab along the top. Once on that page, look through the various created activities and click the one you wish to view. Once opened, you will see the subject and body of the email, recipients of the email, and any attachments you sent along with the email.

Why do my templates look weird after editing them and sending to myself?

Different screen sizes and email clients will all effect how an email will appear depending on the formatting used to create it. We recommend using our default templates as a starting point for your content unless you understand html, as these were created with being "mobile friendly" by design. You can easily make copies of those default templates for any purpose while maintaining their overall form and function.

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How do I delete accounts/orders?

Note: We recommend you deactivate an account or void an order rather than fully deleting unless you are absolutely sure you won't need that data ever again. If you truly wish to delete, then follow the instructions below.

Account: Navigate to the desired account and then go to the details tab. From here, click the "deactivate" button and a pop up will appear that is defaulted to "deactivate." Swap that to the "delete" option and then confirm the action by typing the account name exactly as it appears. Once you've entered in that safety measure, the delete button will appear and you can proceed.

Order: Navigate to the desired order, and then make sure you are on the details tab. From here, click the "void" button and a pop up will appear that is defaulted to "void." Simply swap that to the "delete" option and then confirm the action by typing the order number exactly as it appears. Once you've entered in that safety measure, the delete button will appear and you can proceed.

How can I tell the status of my notification reminders?

You can view all of your notifications by going to Scheduling -> Notification List or you can view a single appointment's notifications by right clicking on any appointment card on the schedule and selecting "notifications" from the list.

Any time you have the appointment pop-up open, you will also have access to the notifications tab on the left hand side.

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How can I find who made a change to something?

Most records have some form of our Audit tab, which allows you to track all edits to that individual record. You can also go to Settings -> Audit to see the entire audit trail displayed and sorted chronologically.

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Can I set up recurring, repeat appointments?

Yes! You can make recurring jobs from an existing order or from scratch.

If starting from an order, hit the drop down next to the schedule button and select "recurring appointment." If you'd prefer to create the recurring schedule from scratch then go to the Scheduling section and then Recurring Appts.

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Why aren’t my dashboards/reports/etc. updating?

Many things in the system will only update when an order is Invoiced as that is the trigger that indicates an order is “complete.” If you aren’t seeing a report update, then check to make sure the order has been invoiced.

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My screen is missing some items, where did my side panel go?

Side panels or “side-cars” within the system are collapsible. If you aren’t seeing an item that you are used to seeing, you might have accidentally collapsed the section. Be sure to look for the expandable bar with this icon on the left or right hand side of your screen and click it to either collapse or expand the panel:

I created a custom item for one of my drop down lists but I need to edit/remove it, how do I accomplish that?

All of the custom lists within ServiceMonster are known as “picklists.” To edit or remove one of these items you will need to go to the Settings tab and then the picklist section. From here, select which list you need to edit and make your changes.

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Why can’t I see the details for the appointments on my schedule?

While on the schedule, make sure that your appointment details are turned on. You can then edit which details you wish to view via the schedule settings.

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Contact our Support team.

You can contact us Monday - Friday from 6:00 am to 5:00 pm PST