How to Set Up the Customer Portal for B2B and Mail-in Customers

For repair depots doing a lot of mail-in work, or shops that deal with B2B customers like insurance companies and schools, customers often need a way to stay in the loop without calling in. They want to raise repair tickets, check status, and pay invoices on their own time.

RepairDesk’s Customer Portal gives them exactly that. It’s a self-service hub where your customers can create tickets, add notes, view estimates, invoices, and store credits, follow their communication history, and pay invoices online through Square or RepairDesk Payments. You control what they can see and do, who gets access, and the defaults applied to the tickets they create, making it a perfect fit for mail-in repair and B2B workflows alike.

Video Guide:

In this guide, you’ll learn how to connect and configure the Customer Portal, control what customers can see and do, set ticket defaults, manage who gets access, and generate customer login credentials.

Features:

1. You can create unlimited profiles for 3rd party customers with a username and password so they can keep track of repairs. You can also share a unique profile link with customers so they can quickly access portal without having them to enter username and password.

2. While creating a repair ticket a customer can select a repair center location where he wants to ship the device. By default vendor details are displayed however he can also choose to enter their customer information.

3. While creating a repair ticket a customer can add multiple device details, add notes, agree to terms and conditions and print shipping slip for the repair ticket.

4. Customers can also view open invoices and make payment via PayPal

FAQs:

Can I display custom fields data on the Customer Portal?

Yes, this helps keep your customer informed by showing the right information.

Can I customize the email sent to customers with their portal credentials?

Yes, you can customize the email template, subject, and button text for customer portal credentials. A new "Email Notification" tab has been added to the Customer Portal Integration page for this purpose. You can edit the default email content, which includes macros for {first_name}, {last_name}, {full_name}, {store_name}, {username}, and {password}, allowing for personalized messaging.

The default subject line is "{customer_firstname} - Your portal credentials from {storename}".

You can edit both the subject and the content within the provided editor. The default email template includes the customer's username and password and a button linking to the portal. You can also customize the text displayed on this button. This email can be sent manually from the customer profile or automatically generated and sent via configurations.

Can I hide repair prices from customers when they create or view tickets through the Customer Portal?

Yes! You can now choose to hide repair service prices, taxes, and totals when customers create, view, or list tickets on the Customer Portal. This gives you more control over how pricing information is displayed and allows you to discuss pricing directly with customers if needed.

From Configurations disable the trigger:

“Display repair charges/prices on tickets from the customer portal”

Once turned on, pricing details like estimate, tax, subtotal, and total will no longer appear on ticket-related views in the portal.

When this setting is enabled:

Customers won't see price estimate, tax, subtotal, discount, GST, or total fields during Ticket Creation
Price and tax columns will be hidden, and no subtotal section will be shown on Ticket View page
The total column will be hidden in Ticket Listing
Pricing will be removed from the Shipment Slip.

Can customers create a new service through the Customer Portal if they don't find the device issue they are looking for?

Yes, customers can now create a New Service request through the Customer Portal if they don't find the issue they are looking for. Here's how it works:

When filling out a service request on the Customer Portal, the customer first selects their device.
If the specific problem or issue is not listed under available services, they will now see an option to "Others - Please Specify".

3. Upon selecting this option, the customer will be prompted to:

Enter Issue Details for the service they require (e.g., “Battery overheating issue”).

The customer completes the remaining booking steps as usual and submits the request.
Once submitted, the manually created service will be recorded on the relevant ticket, along with the rest of the customer’s details.

a. The specified issue will be added as Flagged Diagnostic Note on the ticket

b. The issue details will be displayed in the “Asset Issues” section

Important:
The manually entered service will not automatically create a new device issue in the system.
Merchants can review, approve, and process these service requests according to their internal workflows.

This new option ensures that customers are not blocked if their specific repair issue isn't listed, helping you capture more potential repair jobs through the Customer Portal.

Can I share ticket attachments with customers through the customer portal?

You can easily make specific ticket attachments visible to your customers on the customer portal.

When uploading an attachment to a ticket, simply check the box labeled "Display on Customer Portal." This ensures the file will appear under the ticket details in the customer portal, where your customer can view or download it.

This gives you full control over what you choose to share—whether it’s images, documents, or diagnostic reports—helping streamline communication and reduce follow-ups.

Can I hide certain services from showing on the customer portal?

Yes, you now have the flexibility to hide specific services from appearing on the customer portal.

There are two ways to do this:

From the service details page:
When adding or editing a service from Inventory > Manage Services, simply uncheck the box labeled "Display on Customer Portal." This will prevent that service from being displayed to customers browsing your portal.

Directly from the services listing:

You can also manage visibility in bulk from the services list. Just enable the "Display on Customer Portal" column from the column configuration options, and toggle visibility for each service directly from there.

This is especially useful if you have internal-only services, seasonal offerings, or custom jobs that shouldn't be publicly listed.

How can my customers reset their password on the customer portal?

Customers can now easily reset their password directly from the customer portal.

When logged in, they just need to click on their profile icon in the top corner, and select the new "Change Password"option. From there, they can enter a new password securely without needing to contact support.

This makes managing their account faster and more convenient.

Can I show the category selection column on the Customer Portal’s Create Ticket page?

Yes, you can control which categories appear on the Create Ticket page in the Customer Portal. Just head over to the Customer Portal Configuration page and use the new "Select Categories" option. From the dropdown, you can choose which categories to display—including billable hour categories (useful for general repair merchants).

Can I set a default ticket status, task type, and assignee for tickets created through the Customer Portal?

Yes, you can now configure default values for ticket status, task type, and assignee for tickets submitted via the Customer Portal. Go to the Customer Portal Configuration page and you’ll see new dropdown options to select your preferred defaults. These settings help streamline your workflow by ensuring every new ticket created through the portal is automatically assigned based on your preferences.

How can I hide invoices from the Customer Portal?

We’ve added an option to hide invoices from the Customer Portal, giving you more control over what customers can view.

To enable this setting:

Go to Customer Portal Settings in your RepairDesk account.
Locate the new option labeled “Hide Invoices from Customer Portal.”
Enable it to prevent customers from viewing invoices when they log in to the portal.

This is useful if you want to restrict customer access to billing information or only display open tickets and estimates.

Can I view IMEI/Serial numbers in the Customer Portal ticket listing?

Yes, you can now view IMEI/Serial numbers directly on the Customer Portal ticket listing page. The IMEI/Serial is displayed alongside each device and its associated repair issue, making it easier to identify and track devices.

You can also search for tickets using IMEI/Serial from the search bar.

Can I see which tickets and estimates are linked to each other on the Customer Portal?

Yes. The Customer Portal now shows the associated ticket ID on the Estimates page and the associated estimate ID on the Tickets page. Simply click on either ID to jump directly to the linked ticket or estimate.

Can I prevent customers from entering custom device issues on the Customer Portal?

Yes. A new "Allow custom device issue input" setting is now available in your Customer Portal Settings. When enabled, customers can manually enter a custom device issue using the "Others, Please Specify" option. When disabled, customers are limited to selecting from your predefined device issues only. This setting is enabled by default.