Published at: 2025-10-31

Work Order Acceptance Channels

1. Salesperson / Regular Employee / Dispatcher Creating a Work Order in ShareCRM

Applicable scenario: An internal employee creates a Work Order on behalf of a customer using the ShareCRM app or web.

Configuration key points:

Assign the employee/Role object permissions for Work Order (for example: Create, View List). For instructions, see: https://help.fxiaoke.com/9adk/0ce9/e8e7/bf3c
Assign Work Order Record Types to Roles. For instructions, see: https://help.fxiaoke.com/9adk/82a7/73c3/2fae
Configure web/mobile menu entries in the CRM app / Service Connector app

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2. Online Customer Service / Call Center Agents Creating Work Orders on Behalf of Customers

Terminal users report an issue via online chat or a 400 call; customer service agents then submit a Work Order on their behalf.

Configuration key points:

Assign the employee/Role object permissions for Work Order (for example: Create, View List). For instructions, see: https://help.fxiaoke.com/9adk/0ce9/e8e7/bf3c
Assign Work Order Record Types to Roles. For instructions, see: https://help.fxiaoke.com/9adk/82a7/73c3/2fae
In Online Support > Channel Settings > Extended Panel, expose the Work Order object. See channel integration guides: Web channel: https://help.fxiaoke.com/1a54/8c78/135e/cc59 ; WeChat channel: https://help.fxiaoke.com/1a54/8c78/135e/b4bf ; ShareCRM call center integration overview: https://help.fxiaoke.com/1a54/8c78/cdc0/8886/537f

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3. External Terminal Users Self-Submitting Work Orders

If the company has a WeChat Official Account, terminal users can follow it and submit Work Orders via the account, or submit via ShareCRM public/hosted mini-programs. Users can register with a phone number to match to Account and Contact records in ShareCRM.

Configuration key points:

Configure terminal user registration and login validation. See: https://help.fxiaoke.com/1a54/4107/2f99/368b/7551
Configure which business objects terminal users can submit or query. Assign Record Types and page layouts to terminal users. See: https://help.fxiaoke.com/1a54/4107/2f99/368b/537d
Configure entry points on the terminal self-service portal pages. See: https://help.fxiaoke.com/1a54/4107/2f99/368b/f146
Share or print the mini-program code or Official Account QR and distribute it to users or stick it on devices. See: https://help.fxiaoke.com/1a54/4107/2f99/368b/4a1f

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4. External Terminal Users Scanning a Device Code to Submit a Work Order

The company can generate device codes and post them on devices.
External terminal users can scan the device code to submit a Work Order. See: https://help.fxiaoke.com/1a54/4107/2f99/c0b6/15fa

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5. Email-to-Work-Order Automation

If the company exposes a customer service mailbox, configure email-to-Work-Order rules.
When customers send product inquiries, Fault reports, complaints or suggestions to the service mailbox, the system automatically converts email content into a Work Order.

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6. Work Orders Integrated from Other Systems

If a company creates Work Orders in other systems but needs assignment and processing within ShareCRM, synchronize the data into the ShareCRM Work Order object.

Option 1: Use the ShareCRM Integration Platform capability. See: https://help.fxiaoke.com/9bfb
Option 2: Request custom development via your account manager
Option 3: Develop in-house and use ShareCRM open APIs to synchronize data. See: https://help.fxiaoke.com/0568

7. Special Scenario: Submitting Work Orders from an Existing In-House App / Website / Mini-Program

Special scenarios:

The company has a self-developed app; terminal users log into the app and submit Work Orders
The company has a website; terminal users log into the website and want to submit Work Orders
The company has a self-developed mini-program and wants users to submit Work Orders there

Note: Embedding any ShareCRM page into an existing in-house app, website, or mini-program requires participation from the company’s development team.

6.1 Method 1: Embed Smart Form Link

Provide the Work Order smart form link to the partner/developer to embed inside the in-house system.
Note: Smart forms cannot identify the in-house system’s user identity or automatically match that user to Account/Contact records in ShareCRM.

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6.2 Method 2: Custom Development

Note: Embedding ShareCRM pages into an in-house app, website, or mini-program requires the company’s developers to participate.

If you want Work Orders submitted in the in-house app/website to match Account/Contact records in ShareCRM, submit a custom development request through your account manager.
Note: Custom development also requires your development team to participate.

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Ticket Configuration and Handling Channel Introduction Video

Work Order Object