Job notes and pinned notes

Overview#

Notes are how the office and the field talk about a job. Anyone working the job can add one, and each note shows who wrote it and when. A note can also be pinned to the job's location: pinned notes appear on every later job at that address, so the next technician knows "attic access is through the garage closet" before they arrive.

Before you start#

• Adding notes in the office needs jobs.write (Owner, Admin, Dispatcher, Customer service).

• Technicians add notes, and pin or unpin them, on their own appointments in the Field app.

• Pinning or unpinning needs jobs.write, or appointments.work on a job you're assigned to.

• Accounting and Viewer roles read notes but can't add them.

Steps#

Add a note in the office#

1. Open the job and scroll to Notes.

2. Type in Add a note for the team.

3. Click Add note. It appears in the list with your name and the time.

Pin a note (Field app)#

1. On the appointment, open Notes.

2. To pin a new note, write it in Add a note for the office, tick Pin to this location (shows on future visits) and tap Add note.

3. To pin an existing note, tap Pin next to it. Tap Unpin to remove it.

See pinned notes#

• On the office job page, pinned notes for the address show in the customer card under Pinned notes, with the job number and author they came from.

• In the job's own Notes list, a pinned note is marked · Pinned to location.

• In the Field app, they show at the top of the appointment under Pinned for this location.

Draft a summary with AI#

1. When AI is on, use AI assist › Summarize this job in the side column.

2. Review and edit the draft. Nothing is saved until you choose to add it as a note.

Settings that change this#

• Settings › AI › AI Assistants & Data Preferences: turns AI assist on or off.

• Settings › Appearance: whether the word is "location", "address" or "property".

Tips#

• Pin only things that stay true: access routes, quirks of the equipment, a customer preference. Leave one-time details as normal notes.

• Notes are internal. Customers never see them on the One Link or in the portal.

• Technicians' notes reach the office as soon as their phone has signal; notes written offline wait on the phone and sync later.

Troubleshooting#

• No Add note box → your role can read jobs but not change them → ask a dispatcher or CSR to add it.

• "Couldn't change the pin" (Field app) → the phone lost signal or the job isn't assigned to the technician → retry with signal, or ask the office to pin it.

• A pinned note shows on the wrong address → it was pinned on a job at that location → unpin it from the original job in the Field app.

FAQ#

Can I edit or delete a note? No. Notes are a permanent record. Add a new note to correct one.

Can the office pin notes? Pinning is done from the Field app today. Office pinning from the job page is coming soon.

Who's "System" on a note? Notes added automatically (for example by an integration or import) show "System" as the author.

Coming from ServiceTitan#

• Same: job notes with author and time; pinned notes that follow the location.

• Different: pinning happens in the Field app. Notes can't be edited after saving.

• Where it lived: ServiceTitan's Notes tab on the job and customer; the Notes card on the TradesWork job page.