The customer portal

Every ticket gets a private portal link, the customer’s window into their repair. No account, no app, no password: the link itself is the key.

Recorded from a real portal link: what your customer watches the whole repair.

What customers see

• The status timeline, received, diagnosed, approved, in repair, ready, lighting up as the ticket moves
• Estimates, with one-tap approve/decline (recorded on the ticket, timestamped)
• Invoices, payable right in the portal
• Anything you’ve shared, notes, photos, and files you’ve marked customer-visible

Visibility: private by default

Notes, photos, and attachments are internal by default. Each item has a visibility toggle, flip it and the item appears in the portal live, without the customer reloading. Bench notes stay in the shop; the “here’s the corrosion we found” photo goes to the customer.

Configuring the timeline

In Settings, the portal timeline maps your internal statuses to customer-facing steps, per ticket type:

• Walk-ins, a short, clear timeline
• Mail-ins, a longer journey including package-received and return-shipping stages
• Info-only mode, show shop info and contact details without a step timeline, if you prefer

How customers get the link

The portal link goes out automatically in intake messages and status notifications (it’s a template variable, so it can appear in any message you send). You can always resend it from the ticket.

Security notes

Portal links are signed and scoped to a single ticket. They can’t be guessed, they don’t expose other tickets, and tampering with one gets a 403, not someone else’s repair.

Branding the portal

The portal carries your identity, configured under Settings → Business → Customer Portal:

• Portal logo: a dedicated logo for the portal header (separate from the app logo), with a max-height control so it sits right.
• Brand colors from your business profile style the portal buttons automatically.
• Timeline mapping: you choose which internal statuses appear as customer-facing steps, and mail-in tickets get their own longer timeline that includes the shipping stages. Customers see clean progress, not your internal workflow vocabulary.