Accepting/Declining a Service Request and Adding an ETA

Created by Vanessa Pepin, Modified on Thu, 6 Aug at 9:57 AM by Vanessa Pepin

Accept or decline dispatched service requests and set a technician ETA in VixxoLink so Vixxo and the customer know when to expect your team on site. Use the dashboard Need an ETA queue to respond to every new assignment promptly.

*When you receive a dispatch email, the same service request appears in VixxoLink. You must accept and set an ETA — or decline with a reason — before proceeding.

*If you are stuck and need assistance, please call 866-988-5376 — Option 1 for general service provider support, Option 2 for quotes and invoicing, Option 3 for VixxoLink technical support, Option 4 for dispatch and service-request questions — or click the Submit a Ticket button at the top right.

Before You Respond

Important points about accepting service requests:

Respond as quickly as possible — emergency and priority jobs have strict SLA windows.
Review the full service request details (site, trade, NTE, priority, and scope) before accepting.
If you cannot meet the required arrival time, select Unable To Meet SLA when declining and enter the earliest ETA you can offer — Vixxo will review for approval.
After accepting, update the ETA immediately if your schedule changes. See Updating an ETA.

Accept or Decline and Set an ETA

From the VixxoLink dashboard, click Need an ETA to view all jobs requiring an ETA.
Select the service request from the list by clicking its row. Use the search bar to narrow results.
Review the service request details, then click Accept or Decline. Scroll down to review scope, site, and priority before deciding.
If you Accept, enter the technician's ETA and click Submit.
If you Decline, select the reason for declining, add notes if needed, and click OK. *If you select Unable To Meet SLA, you will be prompted to enter the earliest ETA you can meet — our team will review whether that ETA can be approved.