Understanding Status (appts and jobs)

When your enterprise sends a job/lead through Dispatch, changes in status result from action taken by the contractor/dealer.

Job vs. Appointment: What's the difference?

Across field service enterprises, contractors, and systems, there are many different terms used to describe what and when services are delivered. In Dispatch, we use the terms Job and Appointment to capture these, and in order to create either, you must have a Customer.

  • By Customer, we mean the individual or company that has requested service/work.
  • By Job, we mean a specified project, work order, or other body of work that has scope and goals. It is not tied to time, date, or specific site visits.
  • By Appointment, we mean a site visit at a particular time that fulfills the needs of a particular Job.

In Dispatch, Technicians deliver service in the field, and they use the mobile app to update the status of Appointments and issue automated customer alerts. As a backup, Dispatchers have the ability to status Appointments as well.

As a Manage user, you're able to view all of the status updates provided.

This job status is Scheduled (shown on the top-left). There are 2 appointments shown: The technician noted that they were ordering parts when the 1st appointment ended (completed apt) and then a 2nd appointment was scheduled to install the part.

What does each status mean?

For the most part, changing Job status results from actions being completed in the web application or mobile app.

Jobs can have the following statuses in Dispatch which have color-coded borders and headers:

  • Offered: A job that has been offered, which is waiting for a response (accept/decline) from the provider(green)
  • Unscheduled: A job that has been accepted, but there are no Appointments added (red)
  • Scheduled: Job has at least one Appointment scheduled (blue)
  • Paused: Job is waiting for some reason before it is completed (yellow)
  • In Progress: when a Technician has pushed the "on my way" or "start appointment" button using the mobile app (orange)
  • Complete: when all work on a Job is finished (gray)

When action is taken that updates status, the change is shown right away. The update is visible to your enterprise team in the Manage platform.

The color-coding is consistent across all platforms, so your network sees the same status that you do.

How does the Provider send you these status updates?

Check out the examples below!


A new job that has been offered, which is waiting for a response (accept/decline) from the provider.

The provider's view of a new offer in the web application (work.dispatch.me) is shown below.

The job status changes to 'Unscheduled' once the job has been accepted.


The job has been accepted but yet to be scheduled by adding an Appointment.

(Provider view below)


The job status of Scheduled indicates that an appointment has been scheduled for the job.

(Provider view, below)

In Progress

Refers to whenever a job has an appointment that is either...

A. Enroute
This happens when the technician pushes the “On My Way” button in the mobile app. Sends a text message to the customer, along with the technician’s estimated arrival time. Updates the status of the appointment across your service provider’s system, so that technicians, dispatchers, and customers will all be in sync.

B. Started
This happens when the technician pushes the "Start Appointment" button in the mobile app.

It's important to mark a job as started once the tech has arrived at an appointment, for two reasons:

  1. Lets the customer know that they have arrived.
  2. Marks the appointment internally as started, so that customers can’t say no one showed up to the appointment.

(Provider view, below)


This happens when the technician was unable to complete the appointment or need to complete the job at a later date or time. Some reasons for this include:

  1. The provider needs to order a part
  2. The customer wasn't at the location when the technician arrived.
  3. The technician was interrupted from the work for some reason (an emergency call).

Many of our Enterprise accounts have custom Complete Reasons that mirror their needs and systems, such as Ready For Billing, Waiting For Parts, Requires Follow-Up Appointment, No Show, and others. Usually, there is one option that Completes the job, whereas the rest move it into a Paused status.

(Provider view below)


After an appointment, the technician marks the appointment as completed and selects the 'complete reason' or outcome of the appointment.

If the technician selects a complete reason such as "Repaired (job completed)" then job status will change to complete.

If the technicians selected a complete reason that indicates that another appointment is required such as "I ordered parts" then the job status will change to paused.

(Provider view below)

Status Update Visibility in Manage

All of these status indicators will be visible in Manage, based on the actions taken by the provider.

You're able to view all of the activity details for a job/lead by clicking on the job.

Manage: Jobs List