End-user quick start

Learning goals and outcome

Submit service needs and track progress through an available WeChat, H5, web portal, or equipment code entry point. Your organization can offer service requests, work orders, or both. Customer service reviews requests first. Work orders enter the configured service process directly.

Entry point	When to use it	What happens next
Service request	Customer service must investigate, add details, or choose how to proceed	An agent closes the request or converts it to a work order
Work order	The issue is clear and requires dispatch and field service	The work order enters the configured process
Equipment code	The equipment has an available QR code	The submission page can prefill equipment details

Before you begin

• Obtain the WeChat official account, mini program, H5, web portal, or equipment code provided by the enterprise.
• For an existing account, use its bound mobile number. For self-registration, prepare the requested customer and contact details.
• Guest access can expose fewer features than signed-in access.
• Prepare an issue description, contact details, equipment information, service address, and relevant photos or attachments.

Procedure

1. Register, sign in, and open the service portal

1. Open the enterprise's official account menu, mini program, H5 link, web portal, or equipment code.
2. When prompted, enter the bound mobile number and request a verification code.
3. If registration is available, enter the requested mobile number, customer, contact, and other details.
4. If guest access is enabled, you can open public features directly. Protected features still require sign-in.
5. After signing in, review the service entries available to your account.

2. Choose a service request or work order

• Select Service Request when customer service must assess the issue or decide whether field service is required.
• Select Submit Work Order or Work Orders when the issue can enter intake, dispatch, and field service directly.
• If the portal shows only one option, use the configured option. Do not look for a disabled feature.

3. Submit a service request

1. Select Service Request on the portal home page.
2. Enter the issue description, contact details, and other required information.
3. Verify the customer, contact, and phone number, then select Submit.
4. Record the request number or query information from the confirmation page.

After an agent claims the request, they can add details, close it, or convert it. Track subsequent service through the resulting work order.

4. Submit a work order

1. Select Submit Work Order or Work Orders. For an equipment code, scan it to open the equipment-specific page.
2. Enter the issue, contact, phone number, service address, and other required fields.
3. If prompted, select the business type that matches the issue.
4. Verify the customer, contact, equipment, and service details, then select Submit.
5. Record the work order number or other query information from the confirmation page.

5. Track work order progress

1. Select Query Work Orders or Work Orders on the portal home page.
2. Open the target work order from the list.
3. Review its number, issue, current state, process progress, and service information available to your account.
4. You can also open a work order from a WeChat, SMS, or mini program notification.

6. Complete signatures, tasks, or evaluations

1. Open a service report signature, end-user task, or evaluation invitation from a notification or portal task list.
2. Verify the work order and service personnel. Sign, enter the requested result, or submit the evaluation.
3. Return to the work order and confirm that the task or evaluation is no longer pending submission.

Notifications and evaluations depend on enterprise configuration. If no message arrives, query the work order through the portal.

Expected results

• After sign-in, the portal shows service features available to your account.
• Customer service can claim and process a submitted request. You can track the resulting work order after conversion.
• A direct submission creates a work order and starts the configured process.
• The work order shows progress, service information, and tasks available to your account.
• When enabled, you can complete notifications, signatures, and evaluations through the relevant entry points.

Troubleshooting

The verification code does not arrive

Check the mobile number and network. Confirm that the number is bound to your end-user account. Contact the enterprise service team if sign-in still fails.

A request or work order entry is missing

The enterprise configures portal menus. Verify the entry point and ask the service team to check your account permissions.

The submitted record is missing

Use the same account that submitted it and review list filters. For guest submissions, use the query details shown on the confirmation page.

WeChat or SMS notifications do not arrive

The enterprise must enable each channel. Notifications can require account binding, official account following, mini program submission, or a valid mobile number. Query the portal for current progress.

Notes

• Service requests and work orders are different records. After conversion, use the new work order to track field service.
• Fields, business types, sign-in requirements, and visible progress depend on configuration.
• Use your own account. Do not forward work order details or signature links to unrelated people.
• Verify contact details and the service address before submission.
• Avoid duplicate submissions. Use progress tracking to review an existing issue.

Related topics

• Register, sign in, and open the service portal
• Submit a service request
• Submit a work order
• Track work order progress
• Use the end-user query tool
• Complete end-user tasks
• Receive and view service notifications
• Submit a service evaluation