Warranty Team Onboarding Checklist: Before You Invite Homeowners to Create Tickets

Welcome to DigsCare™, the centralized platform for managing homeowner warranty requests. Before submitting your first ticket, it is important to ensure your team and workspace are properly configured. The following checklist outlines key steps to streamline setup and align your team for long-term success.

Plan Your Workflow

Start by defining how your team will manage and organize warranty tickets:

• Determine how tickets will be categorized—by urgency, location, trade, or another logical grouping.

• Assign the appropriate team members to the Warranty role within your workspace.

• Align on your service schedule. Decide whether issues will be addressed individually as they arise or consolidated into scheduled visits (e.g., 30-day or 11-month check-ins).

Establishing a clear internal process in advance helps ensure consistent execution across projects.

Need some examples? Check out FAQ: Warranty Categories and Trades for more information

Prepare Customer Access and Documentation

Next, review how customer access and project documentation will be handled:

• Define when and how homeowners will be invited to access their project (e.g., during handoff or as needed).

• Decide how out-of-warranty accounts will be managed. Consider whether they should continue submitting tickets or transition to a separate Aftercare process.

• Gather relevant documents such as warranty PDFs, service manuals, and maintenance policies. Upload these into Digs for easy reference and sharing.

Having accurate and accessible documentation supports clear communication and faster resolution.

Implement Categories and Trade Fields

Configure the fields your team will use to classify and organize tickets:

• Create a consistent set of Category values that support your internal triage or scheduling logic.

• Define a list of Trades or work scopes to reflect the nature of issues or responsible vendor types.

• If referencing vendors, maintain a clear and professional naming convention to support ticket routing.

Well-defined field options ensure efficiency and clarity for both internal teams and homeowners.

Launch and Review

Once configuration is complete, begin using DigsCare to manage warranty issues across projects:

• Submit a test ticket to validate the end-to-end flow from both builder and homeowner perspectives.

• Conduct a brief review after initial usage to identify areas for improvement or adjustment.

• Contact the Digs support team if you require additional training, configuration assistance, or clarification on features.

A thoughtful launch process reduces friction, improves communication, and supports long-term operational success.

For support, reach out to support@digs.com.