Where your customers see their repair

Every repair gets its own tracking page. The customer opens a link and sees where their item is, without signing in and without ringing you.

1. 1Open a ticket and copy its tracking link.
2. 2Share it only with the customer through your usual agreed channel. Treat it as a private link: anyone with the link can view that repair.
3. 3When you change the status, the tracking page updates. Automatic messages need configured notifications and customer permission where required. Check delivery in the repair history; an enabled setting does not guarantee delivery.

What they can and cannot see

The link shows that repair, including its status, customer-facing photos and quote details. It is not a login to your shop or a list of your other customers.

When a quote is awaiting their answer, the customer can approve or decline it. This records an answer; it does not let them edit your repair records.

Set up repair text messages

Switching SMS on is not the same as having an approved sender. Texting also needs an eligible plan, available credit and the customer’s recorded permission. A phone number alone is not permission.

1. 1Open RepairDesk from your Shopify admin if you use Shopify, or sign in to your existing standalone account. Open SMS setup and follow the route shown for your country.
2. 2Review your saved business details. Use real details for each requested representative; do not guess missing names, job titles or phone numbers.
3. 3Review the sample texts. Keep them about repairs. Each active template needs the exact {{shopName}} placeholder; a typed business name is not a replacement. Use Edit your templates if the setup screen highlights a problem.
4. 4For a RepairDesk-provided sender, review the details and any fees shown before choosing Send this to the phone companies. This submits a registration for carrier review; it does not immediately enable texting.
5. 5Check the setup status afterwards. If it needs attention, follow the explanation or ask us for help. If a submission result is uncertain, check its status before trying again.

Notify a customer while SMS is being reviewed

You can still use configured email notifications while waiting for SMS approval. Open the repair and, when available, choose Email Customer, then Ready for Pickup. Check the customer’s email and the message before sending.

Check the repair’s message history afterwards. Queued or accepted means the message was handed to the provider, not that it reached the customer. Look for a confirmed delivery outcome or a failure explanation.