Premium Service Orders allow you to add notes to each line item and choose whether those notes are visible to the customer or kept internal to your team.
Important Notes
- Notes marked Internal Only are hidden from all customer views.
- Notes marked Include in printed notes appear on printed and online estimates/invoices.
- Visibility settings fully integrate with Premium Printing.
- Notes can be edited or removed at any time.
Step 1: Open the Work Order and Expand a Line Item
Go to Work Orders.
Open the work order you want to update.
Expand a line item to reveal additional options.
Step 2: Add a New Note
Click Add Note.
A note field will appear with a text box and a visibility checkbox.
Enter your note text.
Choose visibility:
- Include in printed notes (checked)
The note will be visible to customers in print and online. - Internal Only (unchecked)
The note remains private for shop use.
Click Add Note to save.
Step 3: Edit or Remove a Note
Click Edit next to the note to modify text or change visibility.
Click Delete to remove the note from the line item.
Step 4: Confirm Customer Visibility
If the note is customer-visible, it will appear:
- On printed estimates/invoices (with Premium Printing)
- In the enhanced online service order view
- In the email-based “View Online” experience
Internal notes never appear in customer-facing views.
Additional Notes
- Use internal notes for diagnostic thoughts, internal instructions, or technician comments.
- Use customer notes to clearly explain recommended repairs or findings.
- Clear notes reduce confusion and help customers approve work faster.