Mail-in repair, minus the spreadsheet
A public mail-in form creates the ticket before the box ships. Follow-ups keep the customer warm in transit, the portal shows every stage, and the bench sees mail-ins in the same queue as everything else.
Recorded from the real public form: a customer books a mail-in repair, the ticket exists before the box ships.
1/3 · The public form customers fill out on your site
An intake form that asks the right questions
The mail-in form builder supports conditional questions per repair category, a data recovery intake asks different questions than a game console repair. Customers fill it from your website, get instructions, and the ticket is waiting when the package arrives.
Follow-ups on a visual timeline
Mail-in customers go quiet between "I shipped it" and "it arrived." Build a day-by-day follow-up sequence on a visual timeline, confirmation at day 0, a nudge if no package by day 5, status notes after arrival, and stop writing the same email by hand.
The portal earns its keep here
Remote customers can’t walk in and ask. The portal timeline gives mail-ins a longer journey, received, diagnosed, approved, repaired, shipped back, so the customer watches progress instead of calling for it.
FAQ
Mail-in repairs questions
Can customers fill out the form before they ship?
Yes, that’s the point. The ticket exists before the box does, so arrival is a status change, not a data-entry session.
Can I ask different questions for different repair types?
Yes. The form supports conditional sections per category, so a water-damaged phone intake looks different from a watch repair intake.
How do follow-ups work?
You build a sequence on a day-based timeline, each step is an email tied to days since the lead or ticket was created. Edit any step’s template inline.
Works with
Live customer portal
Customers track their repair like a package, live timeline, estimates, and invoices on one private link.
Lead widget & pipeline
A lead widget for your website, a pipeline to work them, and follow-ups that fire automatically while the customer is still shopping.
Email & SMS inbox
Two-way email and SMS attached to every ticket, one inbox, full history, no "who texted the customer?"
Put your shop on BenchKey
Set up in an afternoon. Import your customers and tickets, build your check-in flow, and send your first live status link the same day.
Free 14-day trial · No credit card · Import from your old system
Founders pricing: the first 50 shops lock Pro at $59/mo for life · see pricing