Key concepts
WorkWing uses a small set of terms everywhere. Here’s what each one means and how they fit together.
Your organisation
Section titled “Your organisation”Your organisation is your account in WorkWing. Everything belongs to it: your team, your customers, your jobs and your settings. It’s created when you sign up. The Tenant Admin role and the Tenant-wide settings scope both refer to it.
A brand is a business unit inside your organisation. Every organisation starts with one, named after your company, and you can add more if you run separate business lines, trade under different names, or want separate job numbering and job types for each. Each brand has its own customers, job types, job settings, look and vocabulary. Team members are given access to one or more brands.
A job is a piece of work at a customer site: a work order. Its status moves as the work does.
| Status | Meaning |
|---|---|
| Pending | Created, but not scheduled or assigned yet |
| Scheduled | Has a date and time |
| Assigned | One or more resources are on it |
| In progress | Work has started |
| On hold | Paused, for example waiting on parts or the customer |
| Incomplete | Work started but couldn’t be finished |
| Rebook | Needs a new date |
| Completed | Done and locked |
| Cancelled | Called off and locked |
| Failed | Couldn’t be done and locked |
Completed, cancelled and failed jobs are locked. Statuses and workflow explains how a job moves between them.
Each resource on a job also has their own assignment status: Assigned, Confirmed, Acknowledged, En route, On site, then Completed or Failed. The job’s status is the overall picture. The assignment status is one person’s part in it, and they update it from the mobile app.
Project
Section titled “Project”A project groups jobs (its units) under one window and one crew: a week rewiring a building, or 50 installs across a hire fleet. Resources on the crew claim jobs from a shared pool rather than being assigned each one individually. A project doesn’t count against your plan’s job allowance. Its jobs do, like any other job. See Projects.
Observation
Section titled “Observation”An observation is something a resource noticed on site and reported from the app: a broken gate, a meter that needs replacing, a customer asking about extra work. It’s a report, not a job. It has no customer, schedule or assignee, and it doesn’t count against your job allowance. The office triages observations in their own inbox and turns each one into a job or closes it with a reason. See Observations.
Customer
Section titled “Customer”A customer is the person or organisation you do the work for. Each customer record is either a person or an organisation, and holds contact details, one or more locations, and whatever else your brand tracks about them. When you create a job you pick the customer, so every job lands in their history.
Resource
Section titled “Resource”A resource is someone who goes out to do the work. You might call them engineers, technicians or agents. WorkWing calls them resources unless you rename the term for your brand (see Terminology). Resources use the mobile app to receive jobs and update progress.
A resource has an availability of Available, On break or Unavailable. That’s separate from their assignment status on a job: availability says whether they’re working right now, the assignment status says where they are on a particular job.
Contractors and subcontractor crews whose logins you don’t own are external workers, with their own seat allowance. See External workers.
Job type
Section titled “Job type”A job type is a reusable preset for a kind of work: “Boiler service”, “Fibre install”. It defines the form resources fill in, the default duration, the skills auto-assignment looks for, the SLA targets (with overrides per priority), and what has to be filled in before the job can be completed, such as a customer signature. You pick the job type first when you create a job.
Job types belong to a brand. In the API they’re job_templates, and a job names its job type in template_id. See Job types.
A role controls what a team member can see and do. There are six built-in roles.
| Role | What they can do |
|---|---|
| Tenant Admin | Everything, across every brand |
| Brand Administrator | Everything within their brands |
| Operations Manager | Jobs, resources and customers across brands |
| Operator | Day-to-day job creation and scheduling |
| Resource | Sees and works the jobs assigned to them, in the mobile app |
| External Worker | A contractor: the jobs you assign them and nothing else. Given automatically when you invite one |
You can also create custom roles. See Roles and permissions.
Resources can be grouped into teams within a brand: “North region”, “Heating”. Teams help when you filter, dispatch and look at availability. They’re included on the Basic plan and above.
Ways in for other systems
Section titled “Ways in for other systems”API keys let your own software call the WorkWing API. Webhooks tell your systems when something happens in WorkWing, such as a job being created or changing status. Integrations call out to another service from inside a job. See Integrations and API keys.
How it fits together
Section titled “How it fits together”Your organisation contains one or more brands. Each brand has its own customers, job types, look and vocabulary. Resources belong to the organisation and are given access to brands, so one engineer can work across several. To create a job you pick a brand, a job type and a customer, then assign one or more resources. Roles decide what each team member can do.
Next: sign up and log in.