While the main view of the Timeline tab provides a comprehensive audit trail, the Actions menu located at the top right of the screen serves as your universal quick-action toolkit. From this single dropdown, you can log internal notes, communicate with customers, set up future tasks, and manage major job statuses without needing to navigate away from the job record.
Tip: Click the star next to the action to pin it to the timeline bar for even quicker actions!
Logging communications and notes
Keeping an accurate record of communications is vital for keeping your back-office team and field technicians aligned.
To access these options, open the job record and click Actions in the top right corner of the Timeline tab.
Scheduling follow-ups: For every communication action listed below, you can check the Schedule an activity box before saving or sending. Doing so will immediately open the scheduling panel once your communication is logged, allowing you to seamlessly assign the next follow-up task to yourself or a colleague. Continue reading to find out more about how to schedule an activity.
Sending an email
Select Send new email to open the communication composer. You can select your recipients (including adding CCs), apply a pre-written template, and use rich-text formatting for your message body.
Read more about composing email templates or sending emails in Commusoft.
Sending an SMS
Select Send new SMS to open the text composer. Choose the required mobile number for the contact, type your message, or insert a template.
Read more about composing SMS templates.
Adding a note
Select Add new note to log an internal message. To ensure your note reaches the right people and gets the appropriate visibility, you can use the following features:
Tagging users: Type
@to tag and directly notify specific colleagues.Share on mobile: Check this box to allow field staff to access and read the note on their mobile devices.
Important: Check this box to pin the note to the top of the job screen. Pinned notes remain visible even as you navigate through different job tabs, ensuring the information is always visible to all users.
Click Save to add the note to the timeline history.
Logging a call
Select Log new call to record a summary of an inbound or outbound phone conversation. You can also use @ mentions in the notes field to notify colleagues about what was discussed. Click Save to add the call summary to the timeline.
Updating job statuses
You can use the Actions menu to trigger major status changes that dictate how the job progresses through your system.
Putting a job on hold
Click Actions → Select Put job on hold to pause the work.
Select an On hold reason from the dropdown menu.
Provide any relevant internal notes explaining why the job is stalled.
Click Save. An On-hold badge will appear in the left-hand sidebar so your team knows the work is paused.
To take a job off hold, click the Take off hold link located within the On-hold badge in the left-hand sidebar. Alternatively, simply scheduling a new diary appointment for the job will automatically lift the hold and update the status.
Read more about adding custom on hold reasons.
Aborting a job
Click Actions → Select Abort job to cancel the work entirely.
Select an Abort reason from the dropdown menu.
Provide explanatory notes detailing why the job is being canceled.
Click Save.
This action updates the job's status badge in the sidebar and permanently locks it from further scheduling as the job is now closed. This action is irreversible.
Read more about adding custom abort reasons.
Marking a job Free of charge
Select Free of charge job to indicate that no customer invoice will be raised for this work.
Select a Free of charge reason from the dropdown menu.
Add internal notes to justify the status change.
Click Save. The job will be officially marked as FOC.
This action is irreversible.
Read more about adding custom free of charge reasons.
Scheduling activities
If a job requires future administrative action—such as a follow-up call to check on a quote, or a reminder to order a bespoke part—you can schedule an activity directly against it.
Open the job record and click Actions in the top right corner of the Timeline tab.
Select Schedule activity.
Choose the type of activity (e.g., Call, Task, or Meeting).
Assign the activity to a specific office team member and set a due date.
Click Save.
The activity will be added to the assigned user's task list and tracked in the timeline.
Read more about managing scheduled activities.
Using quick-add shortcuts
To save you from constantly clicking between different tabs on the job record, the Actions menu also contains several quick-add shortcuts.
Selecting these options will immediately open their respective screens, allowing you to perform the task instantly:
Attach new file: Opens a panel where you can drag and drop documents or photos directly into the job's digital filing cabinet. You can add tags and choose to Share on mobile.
Read more about the Files tab.
Add new appointment: Instantly directs you to the diary to schedule a technician. Once the appointment is created, you’ll be redirected back to the job.
Read more about creating a new appointment.
Add new invoice: Instantly directs you to the financial panel to create a new invoice for the job you’re viewing.
Read more about creating a new invoice.
Common questions
Is it possible to BCC an email?
Is it possible to BCC an email?
BCC (Blind Carbon Copy) is not available within this individual email window. However, admins can configure a global BCC setting to ensure all outgoing emails are automatically copied to a central archive or manager. Read more about configuring global BCC email settings.
Should I abort or delete a job?
Should I abort or delete a job?
If the job is no longer going ahead, it is recommended to abort it instead of deleting it. This keeps a record of the reason and can help to identify patterns in cancellations.
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