Job photos and the customer recap

Overview#

Technicians take photos in the Field app: the equipment, the data plate, the problem and the finished work. They can caption them, mark them up with arrows and circles, and attach them to an estimate option. The office sees every photo on the job page and picks which ones appear in the customer's recap on the One Link.

Before you start#

• Photos are taken in the Field app. The office can't upload photos from the job page yet.

• Choosing which photos the customer sees needs photo-management rights (office roles that can change jobs, and technicians on their own jobs).

• Photos are JPEG, PNG or WebP.

Steps#

Take photos (Field app)#

1. On the appointment, open Photos and tap Take photos or Add from library.

2. In Review photos, tap any photo to leave it out. Add a Name (optional) and tap Mark up to draw on it.

3. Tap Add {count} photos. Photos save on the phone first and upload when there's signal ("Saved · uploads with signal").

Review photos in the office#

1. Open the job and scroll to Photos. The header shows how many came from the field.

2. Click a photo to open it full size. Captions and the technician's name show underneath.

3. Marked-up photos show the drawing over the original. The original is always kept.

4. "On option: ..." means the photo was attached to that estimate option and is shown with it.

Share photos in the customer recap#

1. Under a photo, click Show in customer recap. It changes to Shown to customer · hide.

2. Click again to hide it.

3. When the job is done, the One Link shows Your job recap with the technician's summary and the shared photos. Before a summary exists it's titled Photos from your visit.

Settings that change this#

• Settings › Operations › Forms: forms can require photos before a technician finishes (for example "2 of 3 photos").

• Field app Settings › Photo upload quality: Standard uploads faster on weak signal; High keeps more detail.

Tips#

• Share a clear before and after. Customers trust the recap more than the invoice lines.

• Ask technicians to caption problem photos ("Cracked heat exchanger"). Captions show to the customer when the photo is shared.

• Photos attached to an option show when the technician presents options and on the One Link.

Troubleshooting#

• "Photos couldn't be loaded right now" → a temporary storage problem → reload in a minute; the rest of the page works.

• The technician says they took photos but none show → they're still waiting for signal on the phone → ask the tech to open the app with signal, or tap Retry upload.

• No "Show in customer recap" link → your role can't manage photos → ask a dispatcher or admin.

FAQ#

Can I delete a photo from the office? No. Technicians can remove their photos in the Field app.

Do customers see every photo? No. Only photos someone chose to show, plus photos attached to an option they're reviewing.

Where are data plate photos? On the equipment record, after the technician scans the plate.

Coming from ServiceTitan#

• Same: technicians attach photos to the job from the mobile app.

• Different: you choose per photo what the customer sees, and it appears on the One Link recap automatically. Markup keeps the original.

• Where it lived: ServiceTitan's job Attachments; the Photos card on the TradesWork job page.