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How can I Create and Manage Inquiries in RepairDesk?

← POS (Point Of Sale)

Overview

In the repair shop business, customers often call to inquire about repair services, products, store locations, warranties, or general information. To streamline this process, Repairdesk offers an inquiries module that allows you to quickly record customer inquiries and respond via SMS or email. Additionally, you can keep a record of these inquiries and convert them into estimates, invoices, or tickets.

Benefits of the Inquiries Module:

  • Record and track incoming calls/inquiries.
  • Follow up with customers regarding their inquiries.
  • Convert inquiries into estimates, invoices, or tickets efficiently.
  • Turn potential customers into regular customers.

1. Opening the Inquiry Pop-up

You can create an inquiry in several ways:

1.1 Creation of an Inquiry from POS

  • Go to the point-of-sale screen and click on "More Actions."
  • Click on "Create Inquiry."

Alternatively, you can open the inquiry pop-up by pressing Ctrl + i in Windows or Cmd + i on Mac

1.2 Creation of an Inquiry from Manage Inquiries

  • Click on the "Manage Inquiries" page.
  • Click on the "Create Inquiry" button.


1.3 Creation of an Inquiry from RingCentral and PBX Integration Notification Pop-up

If you have RingCentral or PBX integration enabled:


  • When a customer calls, a notification pop-up will appear.
  • Based on the customer's status, different scenarios and buttons will be shown.
  • Click on "Create Inquiry" to open the inquiry form with auto-populated customer details.

2. Creating an Inquiry

2.1 Adding Customer Details

After opening the inquiry form:
  • Search for an existing customer, and their details will be automatically populated.
  • Alternatively, manually add the customer details if they are new.


2.2 Adding Inquiry Details

There are five types of inquiries:
1. Store Directions: Provide directions and store timings to customers.
2. Repairs: Enter repair inquiries similar to the point-of-sale workflow.
3. Sales: Search and quote multiple products for sales inquiries.
4. Warranty: Check the warranty status of completed repairs.
5. General: Record miscellaneous inquiries or information from customers.

3. Post-Inquiry Options

After creating an inquiry, you have several options:
  • View the line items in the inquiry form and export it as a PDF.
  • Convert a repair or sales inquiry into an estimate, ticket, or invoice.
  • Add activities or assign the inquiry to an employee.
  • Send email/SMS notifications to the customer.
  • Use predefined email templates or add comments to the notification emails.

4. Managing Inquiries

You can manage your inquiries on the "Manage Inquiries" page:
  • Click on "Action" and select "View" to see the details of a specific inquiry.
  • Add activities or send notifications to employees or customers.
  • Convert the inquiry into an estimate, ticket, or invoice.

5. Multi-Store Inquiries

If enabled in Store Settings, admin and super admin can view inquiries across all stores:
  • Enable the "Display Inquiries of all Stores" trigger in Module Configurations.
  • The "Manage Inquiries" page will show the store name column for tracking inquiries made across all stores.
This knowledgebase article provides a comprehensive guide on creating and managing inquiries in Repairdesk. Follow the steps outlined above to efficiently handle customer inquiries, convert them into estimates or invoices, and provide excellent customer service.

6. Search Filter

The search filters are used to filter inquiries based on a variety of criteria.


  • Inquiry ID: This filter allows you to filter inquiries based on their unique ID number. This can be helpful if you know the ID number of the inquiry you are looking for.
  • Customer Name: This filter allows you to filter inquiries based on the name of the customer who submitted the inquiry. This can be helpful if you are looking for inquiries from a specific customer.
  • Created Date: This filter allows you to filter inquiries based on the date they were created. This can be helpful if you are looking for inquiries that were created within a specific time period.
  • Inquiry status: This filter allows you to filter inquiries based on their status. This can be helpful if you are looking for inquiries that are open, closed, or pending.
  • Inquiry Criteria: This filter allows you to filter inquiries based on a variety of other criteria, such as the name of the person who created the inquiry, the customer's email address, the customer's organization, the person who is assigned to the inquiry, the invoice ID, the ticket ID, or the estimate ID.
By using these search filters, you can quickly find the inquiries that you are looking for. This can save you time and help you to focus on the inquiries that need your attention.

7. Graphical Stats

Following are the explanations of these stats;


  • New Inquiries: This stat shows the number of inquiries that have been created in a given time period. This is a good indicator of how much demand there is for your products or services.
  • Open Inquiries: This stat shows the number of inquiries that are still open. This means that they have not yet been resolved. Open inquiries can be a sign that you are not responding to inquiries quickly enough or that you are not resolving them effectively.
  • Closed Inquiries: This stat shows the number of inquiries that have been resolved. This is a good indicator of how well you are handling inquiries.
  • Cancelled Inquiries: This stat shows the number of inquiries that have been cancelled. This can happen for a variety of reasons, such as the customer no longer needing help or the inquiry being resolved outside of RepairDesk.
  • Total Value of All Inquiries: This stat shows the total value of all inquiries. This is calculated by adding up the value of each inquiry. The value of an inquiry can be calculated based on the time it takes to resolve, the cost of the product or service being inquired about, or the customer's satisfaction with the resolution.
  • Inquiries closed: This stat shows the number of inquiries that have been closed in a given time period. This is a good indicator of how quickly you are resolving inquiries.
By tracking these stats, you can get a better understanding of how your inquiries are performing. This information can help you to identify areas where you can improve and make sure that your customers are getting the best possible service.

Contact Support

If you have any questions or require further assistance, please visit our website atwww.repairdesk.co or email us at support@repairdesk.co. Our support team is ready to help you with any queries or concerns you may have.

Frequently Asked Questions
Q. Can i edit or cancel an inquiry that has been converted to an estimate, ticket or an invoice?A. No, you cannot cancel or edit an inquiry that has been converted to an estimate, ticket or an invoice and its status is converted to “Closed”.
Q. What options will be given against an inquiry whose status is set to ‘cancelled’?A. A cancelled inquiry can only be deleted. No further actions can be performed against it.
Q. Do the inquiry types of store directions, warranty and general have any status?A. No, status will only be shown against ‘repairs’ and ‘sales’ inquiry.
Q. Can the employees be given access to multi-store inquiries?A. In Manage Employees→ Roles Permissions→ Inquiries, access can be given to employees by checking “Show inquiries across all stores” given the trigger in module configuration of inquiries is enabled.
Q. If multiple inquiry types are selected within a single inquiry, how the notifications sent to customers will work?A. If multiple inquiry types are made within a single inquiry, then on clicking “Create Inquiry”, a separate email/sms for each inquiry type will be sent to the customer.

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