Reschedule requests your team can manage
Customers submit reschedule requests through the portal with preferred dates and a reason. Your team reviews, approves, or declines — no phone tag, no lost messages.
How reschedule requests work
A clear process that keeps customers informed and your team in control.
Customer submits request
Through the portal, the customer selects an upcoming appointment, chooses a reason, and provides up to three preferred alternative dates.
Your team reviews it
The request appears in the admin panel with the reason, preferred dates, and original appointment details. Your team decides whether to approve or deny.
Resolution is tracked
Every resolution includes who handled it, when, and any notes. Approved requests update the schedule. Denied requests include an explanation.
Structured requests, not voicemail guesses
Every reschedule request captures the information your team needs to make a decision quickly.
Up to 3 Preferred Dates
Customers suggest multiple date options, giving your team flexibility to find a slot that works for both sides.
Reason Required
Every request includes a reason: schedule conflict, emergency, weather, personal, or other. Context before decision.
Admin Approval Workflow
Requests are reviewed and resolved by your team. Nothing moves to the calendar without explicit approval.
Resolution Notes
Add internal notes when approving or denying. Keep a record of why each decision was made.
Resolved By Tracking
Every resolution records who handled it and when, creating a clear audit trail for your team.
Portal-First Experience
Customers initiate requests through the self-service portal — no phone calls or emails required.
Know why before you reschedule
Customers select a reason when submitting their request. Your team sees the context at a glance and can prioritize accordingly.
Reschedule Reasons
Schedule Conflict
Emergency
Weather
Personal
Other
Clear statuses from submission to resolution
Every request moves through defined stages. Nothing gets lost between submission and resolution.
Resolution Notes
Add context when approving or denying a request. Notes are stored with the resolution for future reference.
Resolved By
The team member who handled each request is recorded automatically. Know who approved or denied at a glance.
Timestamp Tracking
Submission time and resolution time are both recorded. Measure response times and hold your team accountable.
Pending Requests
Sarah Mitchell
HVAC Maintenance — Feb 12
Robert Chen
Plumbing Inspection — Feb 15
Maria Gonzalez
Electrical Panel Check — Feb 18
Review and resolve from one screen
All pending reschedule requests appear in a dedicated admin view. See the reason, preferred dates, and original appointment details side by side. Approve, deny, or add notes — then move on.
Dedicated admin page
All reschedule requests in one place, filterable by status
Original appointment context
See the existing date, assigned technician, and job details
Approve or deny with notes
One-click resolution with optional internal notes for your records
Customer stays informed
Request status is visible in the portal so customers know where things stand
Customers request changes themselves
Through the customer portal, your customers view their upcoming appointments and submit a reschedule request in under a minute. They pick up to three preferred dates, select a reason, and your team takes it from there.
Conflict detection alerts your team to overlapping appointments
Works with the rest of Pillar
Reschedule requests connect to the portal, calendar, and customer records so approved changes flow through automatically.
See reschedule requests in action
Schedule a demo and we will show you how the customer portal and admin workflow handle reschedule requests from start to finish.