Activity grouped by repair
Notifications for the same ticket form a stack. Repeated updates on a repair stay together while the other tickets remain visible in the list.
Incoming customer replies visible to your team
The Notifications pane groups customer replies, approvals and payment activity by ticket. Staff with access can open the repair, read its history and respond.
Review customer replies from your Notifications pane
- 1
Open your inbox view
Select the bell at the top of the sidebar to open Notifications. Start in Mine, or choose a teammate from Teammate ▾ to view their notifications.
- 2
Read the linked repair
Each item links to its ticket. Read the conversation alongside the repair history before deciding what the customer needs next.
- 3
Reply through the ticket
Email and connected texting channels are available in the conversation view. Staff with the relevant permissions can see the history and respond.
Pending work remains visible as messages arrive
The inbox collects customer communication and ticket events, with ways to clear handled activity while retaining its history.
Approvals and payments alongside messages
Estimate approvals and payment notifications appear with customer replies. Portal messages also reach the inbox, bringing customer activity into the same review area.
Assignments and teammate mentions
Ticket assignments and mentions from coworkers appear in Notifications. Staff can review work directed to them alongside the customer messages they need to handle.
Archive without losing the conversation
Archive read items when they are handled, or let read conversations archive automatically. Their message history remains available on the repair ticket.
Conversations available to the team
Context for anyone answering
Authorized teammates can read the existing conversation before answering. Earlier discussion appears beside the device and repair details.
Familiar channels for customer replies
Customers send email, text your connected shop number or write through the portal. Replies matched to the repair appear with its conversation for staff to review.
Inbox access and team conversations
Notifications are on every plan. Pro and Business include portal messages and files, plus texting with a connected provider.
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Does every employee see every conversation?
Everyone has the same views and can view teammates' notifications. Personal notices stay with their recipient; permissions and store access limit other notices. You still need access to open a ticket.
Do I need a texting provider to receive customer texts?
Texting from the shop's number requires Pro or Business and a connected provider, with permission to contact the recipient. Incoming replies that match a ticket return to its conversation.
Does archiving delete the customer's messages?
Archived conversations remain attached to their tickets. Clearing read items from the inbox preserves message history for the next time the repair needs attention.
The waitlist is open for repair shops
Leave your email for access updates. Your name and shop name are optional.
Watch the product tour 3:34 Follow a repair from check-in to pickup in BenchKey