Reschedule Requests: How They Work
Letting recipients propose another date, and what your team has to do when they do.
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When you turn on Allow Recipients to Reschedule, recipients of a Request get a third option, Request Different Date, alongside approving and denying.
What the recipient does
They choose that option, pick an alternative date, and can add a note explaining why. The page tells them plainly that the proposal requires approval, so nobody should come away believing the new date is confirmed.
What happens on your side
The unit's card moves to Pending, which means waiting on your team, not on them. The proposed date is recorded against the request along with any note.
Nothing else happens automatically. The proposed date does not move the ticket's schedule, does not notify the technician, and does not reschedule anything. A reschedule proposal is information, and a person has to act on it.
Deciding
You have three practical routes:
- Accept the new date. Update the ticket's access window and let the affected recipients know. Remember that the window is shared by every unit on that ticket, so if others already approved the original date, changing it affects them too and they will not be told automatically.
- Keep the original date. Contact the recipient, explain why the date cannot move, and either get their approval or treat it as a denial.
- Split the work. When one unit needs a genuinely different date, the cleanest answer is usually a separate ticket for that unit with its own window, precisely because the window is shared.
When to allow rescheduling
Turn it on when the date is genuinely flexible and you would rather negotiate than be denied. A reschedule proposal is a much better outcome than a flat no, because it tells you the person is willing.
Leave it off when the date is fixed, for example a contractor booked for a single day across many units. Offering flexibility you cannot honour produces proposals you have to decline, which is worse than never having offered.
Do not leave Pending sitting
Pending is the easiest status to lose track of, because it looks like waiting. Sweep the tab for it before the scheduled date. Someone who took the trouble to propose an alternative and then heard nothing is the person who is genuinely annoyed when a technician knocks.