An Estimate is a cost quotation sent to the customer before work begins. It lists the services and materials required, the quantities, rates, taxes, and the total cost — allowing the customer to review and formally approve or reject the proposal.
Note, this quote does not include labor costs.
Estimate in the Field Service workflow
Request (Approved)
↓
Convert to Estimate ←── or create independently
↓
Send to customer (Pending Approval)
↓
Customer: Accept ──── or ──── Reject
↓ (if Accepted)
Convert to Work Order
↓
Status: Work Order Created
Before creating your first Estimate, configure the auto-generated Estimate Number format.
Step 1. Go to Field Service → Settings → Prefix Settings → scroll to the Estimate Number section
Step 2. Fill in:
Step 3. Click Save.
Method 1 — Convert from an Approved Request
Step 1. Go to Field Service → Requests → open an Approved Request
Step 2. Click More → select Convert to Estimate
Step 3. The system redirects to the Create New Estimate form with the following fields pre-filled from the Request
Step 4. Complete any remaining fields and add line items, then click Save.
Method 2 — Create independently from the Estimates menu
Step 1. Go to Field Service → Estimates → click Create New Estimate
Step 2. Fill in all fields manually
Estimate Number: Auto-generated based on Prefix Settings. Displayed in gray — not editable. Example: EST-00001-12062026102248
Customer: The customer this estimate is for
Request: Link this estimate to an approved Request
Currency: Currency for all amounts on this estimate
Discount Type: How the discount is applied to the estimate total (Before Tax, After Tax, No Discount)
Sale Agent: The staff member responsible for this estimate
Estimate Date: The date this estimate is issued
Expiry Date: The date after which this estimate is no longer valid
Service Address: The address where work will be performed. Auto-filled from Request, editable
Billing Address: Address for billing purposes. Auto-filled from Request, editable
Territory: Service area. Auto-filled from Request, editable
Customer Asset: The customer's asset related to this estimate. Auto-filled from Request, editable
Email: Customer's email address
Phone: Customer's phone number
Admin Note: Internal notes visible to staff only — not shown to the customer
Add Line Items to an Estimate: Line items are the individual products and services included in the quotation. Each line represents one item with its quantity, rate, tax, and calculated amount. Select from catalog: Click the Select Item dropdown → search for and select a product from the item catalog. The item name and default rate are populated automatically. After filling in each row, click the blue checkmark (✔) button on the right to confirm the line item before adding the next.
Step 3. Add line items and click Save.
Use this method when you need to create a proactive quotation without a linked Request — for example, quoting a new customer or proposing a contract renewal.
An admin can approve, reject, or cancel an Estimate directly without sending it to the customer — useful when the admin is acting on behalf of the customer or when verbal confirmation has already been obtained.
Step 1. Open the Estimate Detail page
Step 2. Click Change status to dropdown and select one of:
Step 3. The status badge in the top-right corner updates immediately
To involve the customer in the approval process, send the estimate electronically. There are two ways:
Option A — Set status to Pending Approval manually
Change the status to Pending Approval using the Change status to dropdown. The system sends an email to the customer with the estimate details and a link to review it in the Customer Portal.
Option B — Click the Send button
Click the 
on the Estimate Detail page. The system:
Both options result in the same outcome: the estimate status becomes Pending Approval and the customer receives an email notification.
Note: Once the status is Pending Approval, the estimate becomes visible to the customer in the Customer Portal → Field Service → Estimates.
Step 1. Customer logs in to the Customer Portal
Step 2. Navigate to Field Service → Estimates
Step 3. The estimate list shows all estimates with status Pending Approval for this customer
Step 4. Click on the Estimate Number to open the detail view
The customer sees the full formatted estimate document: company details, service address, line items, subtotal, and total.
The customer has two buttons: Accept and Reject
A Signature & Confirmation of Identity popup appears with the following fields:
After clicking Sign:
A "Please enter the rejection reason" popup appears with a text area.
The customer types the reason for rejection and clicks Reject.
After clicking Reject:
Once an Estimate is Approved (by either the customer or admin), it can be converted into a Work Order to begin scheduling the actual work.
Step 1. Open the Approved Estimate Detail page
Step 2. Click More (top-right) → select Convert to Work Order
Step 3. The system redirects to the Create New Work Order form. Relevant fields are pre-filled from the Estimate (Customer, Territory, Customer Asset, line items as default parts, etc.)
Step 4. Complete any additional required fields on the Work Order form (Service Type, Technician, etc.)
Step 5. Click Save
Step 6. The conversion is complete. The Estimate status automatically updates to Work Order Created.
