--- title: "Service Request and Complaint Management | ServicePilot" description: "Service request and complaint management: log customer calls and complaints with a category and priority, and turn each into a job so nothing is lost." url: https://servicepilot.in/features/service-requests/ canonical: https://servicepilot.in/features/service-requests/ site: ServicePilot section: Features updated: 2026-10-30 language: en-IN --- ServicePilot feature # Service request and complaint management for field teams ServicePilot records every customer call as a service request or complaint, with the customer, site, equipment, category and priority. A request can be turned into a job and assigned, and its history stays on the customer's record, so repeated problems are easy to see. ## Complaint management software for service businesses in India Field service management software (FSM) that records every customer call as a request or complaint with site, equipment, category and priority, then turns it into an assigned job. Most calls to a service business are the same: something is not working, when can you come? Written on paper or in a chat, the request has a half-life of a day. ServicePilot gives each call a record that is easy to log and hard to forget. ## Log the service request in seconds - Customer, site and equipment are chosen from the customer's record, so the technician arrives knowing what is installed. - Category and priority help the coordinator order the day. - Notes and files hold the customer's description and any photo they send. ## From request to job When the work is agreed, the request becomes a [job](https://servicepilot.in/features/jobs-and-scheduling/) that appears on the [dispatch board](https://servicepilot.in/features/dispatch-board/). The request keeps a link to the job, so anyone opening it can see what happened next. ## Complaint management that shows repeat faults Complaints are logged with the visit they relate to and their category. Over time the list shows which service, which technician or which product comes up again. After a completed job, [customer feedback](https://servicepilot.in/features/customer-feedback/) catches unhappy customers before they become complaints. ## How a call is handled - A customer calls; staff open the customer and log the request. - Priority and category are set. - A job is created and assigned. - The visit is done and the request is closed against it. ## Illustrative example: an AC service call in peak summer In May, a Delhi AC service business takes eighty calls a day. The telecaller logs each against the customer's AC, marks urgent ones where the unit is not cooling at all, and the coordinator fills the board in priority order. A customer who calls twice about the same AC has both calls on one record. ## Who it is for Telecallers, coordinators and owners. Customers and equipment are kept under [customers, sites and assets](https://servicepilot.in/features/customers-sites-assets/). ## Related ServicePilot features - [Jobs & Scheduling Every visit planned, scheduled and tracked from creation to completion](https://servicepilot.in/features/jobs-and-scheduling/) - [Customers, Sites & Assets Every customer with their sites, contacts and the equipment you service](https://servicepilot.in/features/customers-sites-assets/) - [Customer Feedback Ratings and comments after a job, tied to the visit and the technician](https://servicepilot.in/features/customer-feedback/) - [Dispatch Board Assign technicians, move visits and see who is on a job, on one board](https://servicepilot.in/features/dispatch-board/) ## Guides on this topic [AMC Management Breakdown Maintenance Format for AMC and Service Firms Breakdown maintenance format for AMC firms: complaint time, equipment, fault, cause, action, parts, downtime and sign-off. Free Excel CSV log download. Read the article](https://servicepilot.in/blog/amc-management/breakdown-maintenance-format/)[Electrical & Plumbing Plumbing Maintenance Checklist for Buildings and AMC Visits Plumbing maintenance checklist for building AMC teams: pumps, tanks, valves, pipes, drains, fixtures and water heaters, monthly and quarterly. Free Excel. Read the article](https://servicepilot.in/blog/electrical-plumbing/plumbing-maintenance-checklist/)[Cleaning & Housekeeping Facility Management Software in India for FM Service Firms Facility management software in India for FM and housekeeping firms: sites, staff deployment, attendance, complaints, AMC visits, consumables and billing. Read the article](https://servicepilot.in/blog/cleaning-housekeeping/facility-management-software-india/) ## Frequently asked questions **Q: What is the difference between a service request and a complaint?** A: A service request is work the customer asks for, such as a repair or an extra visit. A complaint is a problem with work already done or a service not delivered. Both can become jobs. **Q: Can I link a request to the customer's equipment?** A: Yes. Choose the customer, the site and the equipment the call is about. **Q: Can a complaint be assigned to someone?** A: Yes. A complaint can be assigned, and roles can be set to show a person only the complaints assigned to them. **Q: Can staff log a call from the field?** A: Staff with access can log requests from any screen they use, including a telecaller taking calls in the office. [Book a free demo](https://servicepilot.in/request-demo/) [See pricing](https://servicepilot.in/pricing/)