Track callbacks and your callback rate
Link a callback to the visit it came back on, show the tech what was done the first time, record what they found, and track the callback rate for your team and each tech.
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Step 1: Mark a job as a callback
In Dispatch, open the job and set Warranty or callback to Callback. You’re asked which earlier visit it came back on: the customer’s recent completed jobs are listed newest first, with the date, the tech and what was done. Pick one and add a short reason if you like.
You can also do it from the job page (🔁 Callback? → Mark as a callback…), and a tech can tap ↩ This is a callback on earlier work in the tech app.
Step 2: What the tech sees
On a callback, the tech app pins an Original visit card at the top of the job: the date and tech, what the customer called about then, what was found and done, the tech’s notes, the parts used, the equipment on file and photos from that visit. The tech sees it even when someone else did the first visit.
Step 3: Fill in the callback findings
On the same card the tech fills in What did you find?, the Cause (Workmanship / install, Part failure, Misdiagnosis, Customer issue, New problem, Other), Fixed?, Bill the customer? and the parts used. The tech app won’t complete the job until these are saved. Photos go on the Photos tab as usual.
Step 4: Review and reclassify
Open Field → 🔁 Callbacks. Every callback is listed with the date, customer, the original visit and its tech, the callback tech, the cause, the days since the first visit and whether it was billed. Filter by date, tech, cause or trade, or tick Not reviewed yet.
Press Review to add a note and, if needed, change what it counts as. Every review and change is saved with who did it and when.
Step 5: Read your callback rate
The top of the page shows your callback rate for the dates you picked, a table for each tech and a 12-month trend. A callback counts against the tech on the original visit, divided by that tech’s completed jobs in the same window. Adjusted leaves out callbacks marked New problem or Customer issue.
To let each tech see their own rate in the tech app, tick Show each tech their own callback % at the bottom. It’s off until you turn it on.
Still stuck? Tell us what you were trying to do and where you got stuck. A screenshot helps.
Your ticks are saved in this browser only. Updated October 2026.
Questions about this
Who does a callback count against?
The tech on the original visit, not the tech who goes back out.
It turned out to be something new. Can I take it off the tech?
Yes. Review it and count it as New problem (not a callback). It stays in the list and the raw rate, and drops out of the adjusted rate.
Does marking a callback change the bill?
No. The tech says whether the customer should be billed, and you invoice the way you always do. The job’s cost also counts against the original job in job costing.
Do owners who work in the field count?
Yes. An owner with a tech login is counted like any other tech.