Frequently Asked Questions
Discover WorkPal’s FAQs to find quick answers to the most common questions about our features, setup, training and support. This section helps you get the information you need fast, helping you make the most of WorkPal.
Support & Implementation
How long does it take to implement WorkPal, and what support do you offer during setup?
Your contract and setup fee include 5 hours of dedicated implementation. You are paired with an Implementation Consultant who manages system configuration, advises on data import templates and tailored training. Timelines depend entirely on your specific transition speed.
Are there additional charges for configurations or extra training?
Yes, custom forms and custom reports are quoted in advance based on their complexity. Additional remote or onsite training beyond the included 5 hours can be purchased at standard rates.
What does the Mobile Training session focus on?
Mobile training covers the core field workflow: receiving jobs, completing digital forms, capturing photos, notes, signatures and closing jobs. This ensures field teams return accurate and compliant records to the office.
What is covered in the Desktop Training sessions?
Desktop training covers core setup, user roles, client imports, job creation, scheduling and job allocation for your office team. Follow-up sessions cover advanced features such as forms, documents, quotes, invoicing and system administration.
Who needs to attend the Kick-Off Meeting?
An Owner, Director, or Office Manager must attend, alongside your internal WorkPal point of contact. Attendees require a solid understanding of current processes and the authority to make rollout decisions.
What happens in the Kick-Off Meeting?
The meeting introduces your Implementation Consultant, reviews current workflows, covers core WorkPal features and explains import templates. You will also select a go-live date and set a rollout plan.
What does the WorkPal implementation process involve?
The process includes comprehensive system setup, data template guidance, desktop training, mobile training and final workflow checks. A dedicated Implementation Consultant manages this entire transition.
How long does it take to go live with the WorkPal system?
Go-live timelines are flexible and depend on your team’s data readiness. Deployments range from a few days to phased rollouts over several weeks.
Who is my main point of contact during the implementation?
Your dedicated Implementation Consultant serves as your primary contact for setup, training and questions until the successful handover.
Will I get support after Implementation?
Yes, you transition to dedicated Technical Account Managers and Customer Success teams after implementation. This includes inbound phone and email support, plus proactive check-ins from a Customer Success Manager.
How will WorkPal support me during Implementation?
You receive dedicated support and tools throughout the implementation process. Following training, you transition to an assigned Customer Success Manager via a handover call that reviews your setup, workflow, and support pack, followed by a 2-week check-in session.
What kind of ongoing support is included with the WorkPal subscription?
Subscriptions include inbound phone and email support from an Account Manager. A Customer Success Manager (CSM) also provides proactive check-ins and Quarterly Business Reviews.
What kind of support do I receive after implementation?
Live accounts transition to Technical Account Managers and Customer Success Managers. Support includes inbound phone and email contact, alongside outbound Quarterly Business Reviews.
What is a Quarterly Business Review (QBR)?
A QBR is a proactive check-in conducted by a Customer Success Manager at least once a quarter. It involves reviewing workflows, gathering user feedback and ensuring the system supports business growth.
Need Help?
Email us.
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support@workpal.app
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System & Functionality
What exactly is WorkPal and how will it benefit my field service business?
WorkPal is a field service management solution that digitizes workflows from initial inquiry to final invoicing. It replaces paper-based processes to deliver faster scheduling and accurate job data capture.
Is WorkPal only for large enterprises, or can small-to-medium businesses use it too?
WorkPal scales for businesses of all sizes. Tiered pricing and flexible modules support operations ranging from 5 field engineers to 500.
How does WorkPal handle scheduling and job allocation?
WorkPal provides real-time location and availability tracking for field teams. Organizers use drag-and-drop scheduling to send job locations, tasks and asset history directly to an engineer’s mobile device.
Can WorkPal integrate with my existing accounting/ERP system?
Yes, WorkPal integrates directly with Sage, QuickBooks, and Xero. This syncs financial data between office and field teams, eliminating double-entry.
What kind of hardware is required for WorkPal to run in the field?
WorkPal’s mobile app runs on standard iOS and Android smartphones and tablets. Field teams use these devices to capture job details, photos, signatures and timestamps.
Is my data secure and backed up within WorkPal?
Yes, WorkPal secures data using robust encryption and security protocols. The system performs automated, frequent backups to protect business data.
Can you build custom forms in WorkPal without additional cost?
Yes, users can create forms using the built-in Form Builder at no extra cost. Complex, bespoke forms built by the WorkPal team require customized scoping and quoting.
Can WorkPal help me track my assets and manage service routines?
Yes, WorkPal stores up to 50 configurable fields per asset. Users can attach photos and documents, link parts and maintain a detailed on-site service history.
How do I access WorkPal, and do all our staff need access?
WorkPal offers tailored access levels configured by the Sales team. Admin Desktop users access via web URL, Mobile Users use the Android/iOS App, and Helpers (temporary workers) utilize the lead operative’s device for timesheets and sign-offs.
What Reports can I run in WorkPal?
Standard reports include Job Time, Shift, WIP, Revenue and Costs and more! WorkPal also supports building custom reports from your data via the Implementation or Support teams.
Do I have to integrate my finance package with WorkPal?
No, finance integration is optional. Field operations can run entirely within WorkPal while using separate finance packages for quoting and invoicing.
Can I import existing customer data I have into WorkPal?
Yes, WorkPal provides import templates for Clients, Sites, Assets, Tasks, Parts, and Jobs. Implementation Consultants guide users through this data migration.
Can WorkPal remind me when a repeat job is due?
Yes, WorkPal automates recurrences for repeat jobs. The system automatically generates new jobs based on initial parameters, replacing manual calendar entries.
Will my Engineers be able to see asset service history on their app?
Yes, engineers can view comprehensive asset service histories on mobile. This includes previous reports, notes, and photos from past visits.
Can you create jobs on the mobile app, such as Out of Hours callouts?
Yes, mobile users with enabled permissions can create jobs for existing clients and sites directly on the app. Site reports from out-of-hours work are immediately available to office staff.
What type of businesses is WorkPal Job Management Software designed for?
WorkPal manages field-based operations including maintenance, installation, compliance and facilities management. It supports both reactive and planned services.
How does WorkPal handle managing multiple job locations for a single client?
WorkPal categorizes data into Groups, Clients, and Sites. A single Client profile supports up to 2000 specific Sites, accommodating large chains and property management operations.
Can I import my existing client list and historical data?
Yes, you can import existing client IDs, names, addresses and billing information using standard format templates. Data can also be exported to Excel at any time.
How can I configure the WorkPal system to fit my business's unique needs?
The Preferences section allows users to enable or disable features, configure note types and set custom statuses for jobs and quotes. This is managed directly by the user without Support team intervention.
How can I search across all my data within the job management software?
WorkPal includes a context-aware Search functionality in the desktop menu bar. Users can expand searches across the entire platform to locate clients, sites, assets and historical data.
What happens if I accidentally delete a job or a client?
WorkPal stores deleted items in a dedicated section for 30 days. Users can restore accidentally deleted business data from this safety net.
How does the job allocation software ensure the right operative is sent to the site?
The job allocation software assigns jobs to one or multiple operatives based on live location tracking. The Desktop Application displays real-time team positioning for efficient routing.
Can I set up recurring jobs for routine maintenance contracts?
Yes, the Job Recurrence feature duplicates jobs automatically at daily, weekly, or monthly intervals. It also supports complex rules, such as generating jobs on “the 3rd Wednesday of the month”.
What is a "Provisional Job" and how does it relate to Open and Closed Jobs?
Provisional jobs are future tasks lacking a service level agreement (SLA). Open jobs possess an SLA and are actively assigned to mobile devices, while Closed jobs are completed tasks.
How can Operatives and Managers track time accurately?
Mobile users manually start and stop Shift Time and Job Time, including pause and resume functions. An optional Travel Time feature tracks transit duration for reporting and invoicing.
How does the mobile app assist with job time tracking and compliance?
Users track Job and Travel Time via the mobile app. Compliance is enforced by configuring mandatory forms, such as Risk Assessments, which require signatures or field completion before Job Time can commence.
How does WorkPal integrate with my existing accounting package?
WorkPal integrates directly with QuickBooks, Sage, and Xero for automatic and manual invoice generation. Completed job and financial data export automatically to eliminate double-entry.
What is the purpose of Task Codes and Part Codes?
Task Codes and Part Codes act as templates for commonly performed tasks and regularly used parts. They automate the building of quotes, jobs, invoices and purchase orders to maintain pricing consistency.
Does WorkPal offer a portal for my customers to track their jobs?
Yes, WorkPal includes a secure Client Portal. Clients access read-only information regarding their Sites and Jobs, while you maintain control over specific pricing and note visibility.
Can I collaborate with subcontractors using WorkPal?
Yes, the Subcontractor Portal allows external users to track assigned jobs and allocate work to their operatives. You retain full oversight over job scheduling and progress.
Is there a way for employees who aren't field operatives to submit work requests?
Yes, Maintenance Requestor licenses allow internal staff to log and track work requests. This eliminates the need for full Desktop license access.
Can my field operatives use the app if they lose their internet connection?
Yes, the mobile app functions entirely offline. Completed work queues in an Outbox and syncs automatically with the server once an internet connection is restored.
Can WorkPal replace all my paper forms?
Yes, WorkPal digitizes physical paperwork including Pre-Job Checks, Risk Assessments, and Vehicle Checks. The software captures compliance data instantly.
Does WorkPal offer a contactless way for customers to sign off on work?
Yes, operatives generate a QR code on their device. Customers scan this code to complete Contactless Signatures and job sign-offs on their personal devices.
How is my document and photo storage managed?
Uploaded photos and documents count toward your storage allowance, with images automatically resized on the app to minimize data usage. Storage status is monitored via the WP menu and additional storage can be purchased.
Which web browsers are supported by WorkPal?
WorkPal is specifically designed and optimized for Google Chrome. While functional on other browsers, Chrome guarantees best performance and full feature compatibility.
Where can my operatives access company-wide documents, like policy guides?
Mobile users access company documents via the optional Documents Library on the app’s home screen. Word, Excel, and PDF files download on-demand to conserve mobile data.
How do I reset a user password in WorkPal?
Administrators can reset passwords for Mobile or Desktop users directly within the system. (If an Administrator is locked out, contact the Support team).
To reset a user password:
Navigate to the ‘Users’ tab in the top menu.
Select the user category (Mobile or Desktop) and click on the specific user.
Click the ‘Edit User’ button at the bottom left.
Locate the ‘Reset Password’ dropdown, select ‘Yes’, and click ‘Update’.
Copy the newly generated password immediately.
Click ‘OK’ on the dialog box to officially activate the new password.