Orders: From Start To Finish

The Life Cycle Of An Order:

In this article we will break down how to create orders, turn change the order type as you proceed with the order, schedule appointments for said order, and complete the order using the completion wizard.

Use the links below to jump to a specific section on the page:

Creating an Order with the Quick Add

How To Change An Order Type

How To Schedule An Appointment

Completing an Order

Creating Your Order with the Quick Add

The Quick Add allows you to complete every action tied to creating an estimate or a job and can even act as a "SOP" for office staff when answering phones. Go through the full process or create quick quotes on the fly. Whatever you need, the Quick Add has you covered.

Where To Find the Quick Add?

The Quick Add button is available anywhere on ServiceMonster by clicking on the small blue "+" at the top of the screen.


When you first open the, you will see the Account page. This is where you can enter in account information to create a new account. As you type in information, any possible account matches will show up in the "Possible Matches" box, where you can then click on the account to choose it.

If all you want to do is create a new account, once you have entered the account information, you can click "Save and Close". If you would like to create an order, click on the "Order" tab.


Here you can pick what type of order you want to make, or can look up an order. Once you click on an order type, the screen will change.

Here you can enter  your line items, including the option to use packages and promotions. Use the "+ Add Items" to easily view and add in your line items, or simply click on a line in the "Item" column to use a drop-down menu to find your product or service.

Once that is completed, you may either click "Save and Close" to create the order and account. Or, if you want to schedule an appointment, click on the "Appointment" tab.


Here you can schedule an appointment. All you have to do Is click where on the schedule you want your first appointment to be.

A "New Appointment" box will appear. Here you can see and edit the details for your appointment.

You can also add in another appointment using the check, "+ Day", or "+ WK" buttons at the bottom of the New Appointment box. Clicking on the check allows you to click anywhere on the schedule to add in another appointment. Using the + Day adds another appointment the next day at the same time as the last selected appointment, and the + WK creates another appointment the next week as the last selected appointment. You can use the trashcan icon to delete appointments by clicking on said appointment, then clicking on the trashcan.

Once you have created the appointment or appointments, you can click Save and Close to create your appointments, as well as the order and account if applicable.

If you would like, you can move onto the confirmation email to send your client an email confirming their appointment.


Here you can view the details of the appointment and have the option to send an email and or text confirmation, as well as set up appointment reminders.

Checking off either the "Send Email Confirmation" or "Send Text Confirmation" will allow you to choose or adjust the email address or phone number. You can also choose which template you will use (ServiceMonster does offer a premade Job Confirmation email template).

If you have created appointment reminders you can also select for them to be applied to this appointment in the "Appointment Reminders" box.

Click "Save and Close" to send out those confirmations, as well as create your Appointment, Order, and Account.

Quick Add Summary

No matter which step you chose to finish at, once you click "Save and Close" the Quick Add box will close and the Quick Add Summary will appear at the bottom of the screen. This will give you a quick summary of what you just did. If you created anything "new", there will be a green (New) next to that item.

You can click on the Account, Order number, or Appointment to see the relevant page for that Account, Estimate, or Appointment

How to change order types:

The process of changing your estimate into a work order, or work order into an invoice is simple! Open up your order in ServiceMonster.

Right underneath the “Save” button is a drop-down menu, click on that to open it up. 

Select the type of order you want to change it to, then click “Save”.

The order type will be changed. 

How To Schedule An Order

If you are looking at the page for an order (Estimate, Work Order, or Invoice), to schedule it, all you have to do is click on the "Schedule" button on the page.

This will take you to the schedule, with your appointment showing up in the "On-Deck" box.

To add it to the schedule, simply drag and drop the appointment from the on-deck onto the schedule. You can drag the appointment by clicking on the dotted grab spot.

Your appointment is created!

Completing an Order

When looking at the order page, click on the "Complete" button to open the completion Wizard.

Using The Completion Wizard

Edit Order

The first step is making any final edits to the order. Pay particularly close attention to the completion date, total, tax amounts, and discounts. If everything on the order looks good, click the “Save as Invoice” button to turn the order into an Invoice.

Click on the “Apply Payments” tab to move onto the next step

Note: Invoices can not be edited outside of this completion wizard. If you want to make edits to the order, you will need to either return to this completion wizard or turn it back into a work order, make your edits, then turn it back again into an Invoice.

Apply Payments

Here you can record the payments you have received.

Here you can record the following information:

Payment Date: The date you received the payment on.

Payment Type: Choose what type of payment you received. You can also add in your own options by clicking on the blue “+”.

Reference No: Here you can give this payment a reference number.

Memo: Add in a memo for this payment.

Amount: The amount paid. This will automatically be set to the total due for the order.

Credit Memo: This can be used if you have an owed value to the customer, ie from a refund, or a gift card or something where it's not money exchanging hands

Posted: If you use QuickBooks and do not want this payment to be brought over to the QuickBooks system, check this box to mark it as Posted.

Run Credit Card: If you are connected with Stripe or Authorize.net you can run payments right through the desktop version of ServiceMonster by clicking here.

Save Payment: Click here to save the payment, this will update the balance due for the order.

Update Appointments

Here you can update the appointment information, adjusting the start and end time, as well as view and edit time logs for employees. If your employees have signed in and out of an appointment using the mobile app then the actual start time and end times for the appointment will automatically change to the earliest time a tech clocked in, and the latest time a tech clocked out.

If your techs have clocked in and out then you will not be able to change the "Actual Start" or "Actual End" times for the appointment. You can change the check in and out times for the time logs however, which will change the actual times.

If you have made the adjustments you want, then click “Save Appointment”, and move onto the “Assign Commissions” tab.

Assign Commissions

Here you can view what commissions are currently assigned, or assign commissions to employees. To learn how to create a commission rate click here.

Email Invoice

Here you can set up an email to the sent to your client. A copy of the Invoice will be automatically attached as a PDF.

You use a template for the email by clicking on the “Load Template” button. Clicking on the “Select Attachments” allows you to attach other documents or photos to the email.

Click the “Send” button to send the email.

Order Complete

Once you have finished every step that you want to use, click “Done”.

You will receive a little notification at the bottom of the screen saying your order is complete