Service requests: where bookings from outside come in
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Everything your customers or partners book from outside lands in service requests first. That covers self check-in at your shop, your Typeform form, the Ultimate Repair Form Builder and the B2B Partner Portal. Only bookings from the Form Builder’s service agent mode become active jobs right away. When the device arrives, you convert the request into a job. A wizard shows you the customer’s details once more, and then the case sits with your active jobs.
Where service requests come from
| Booking channel | Who books | Plan |
|---|---|---|
| Self check-in at the shop | The customer checks in by QR code. | from Team, no extra charge |
| Typeform | The customer fills in your form for a mail-in or appointment repair. | on paid plans |
| Ultimate Repair Form Builder | The customer books through your form on your website, on social media or at a kiosk in your shop. | from Team, no extra charge |
| B2B Partner Portal | A business partner registers devices and sends them to you in a delivery. | add-on from Team, included in Enterprise |
You see service requests from the channels you use.
On the dashboard, service requests show the words “Web Form”. That isn’t a separate booking channel, it’s the umbrella term for bookings from Typeform and from the Ultimate Repair Form Builder.
The service request tabs
Six tabs at the top sort your service requests. Each one shows how many requests it holds.
| Tab | What’s in it |
|---|---|
| All | every service request |
| In-Store | bookings made at your shop |
| Bring-in | customers bringing their device at an agreed time |
| Mail-in | customers sending their device in |
| B2B | deliveries from your B2B partners |
| Closed | requests that are no longer open |
Open a service request
- Open the job overview and click “Service Requests”, next to “Active Jobs” and “Dispatch”.
- Pick the tab you need at the top, for example “Mail-in”.
- Click a request. The request opens with its request ID.
Below it you see where the request came from, for example self check-in, and the customer with their address. Depending on the type, it also shows “Carrier”, “Tracking No.” and “Delivery Note No”. The communication for the request is on the right, and messaging with the customer comes with the Business plan and above.
With self check-in, if the customer entered different contact details than the ones on file, RepairCMS updates the contact and shows “The customer entered different contact details. Your database has been updated automatically.”
Convert to a job
As long as the device isn’t with you, the booking stays a request. When it arrives, you turn it into a job.
- Open the request for the device that has arrived.
- Click “Convert To Job”. A wizard opens.
- In the wizard, check the customer’s details against the device in front of you and complete it.
The case then sits with your active jobs, where you carry on as usual with the service report and invoice, and from the Business plan with the quote as well.
Only convert a mail-in once the device has actually arrived. That way the arrival date and condition on the job are right.
Check-in for B2B deliveries
You check in devices from B2B partners per delivery. They’re on the “B2B” tab, grouped by delivery with the delivery note number, sender and B2B customer.
- Select the delivery and click “Confirm Arrival”. A wizard guides you through the check-in.
- Scan or enter the job ID from the delivery note. RepairCMS matches it against the items in the delivery.
- Record the condition and upload photos.
- If needed, assign parts from stock.
- If needed, set the storage location.
- Print the job label with QR code.
- Confirm the arrival.
Steps 4 and 5 are optional.
Delete a service request
If the device never arrives or the customer cancels, delete the request.
- In the list, click the three dots (⋯) on the request, then “Delete”.
- Confirm the prompt “Are you sure you want to delete this service request?”.
RepairCMS shows “The Service Request has been deleted successfully”.
What’s next
- Book a job at the counter: Book a repair ticket
- Connect business partners: B2B Partner Portal
- Send a quote: Create and send a repair quote
- More guides are in Organize Repair Orders.
Frequently Asked Questions
What ends up in service requests?
Every booking from outside: self check-in at the shop, your Typeform form, the Ultimate Repair Form Builder and jobs from the B2B Partner Portal. You see requests from the channels you use.
How do I turn a service request into a job?
Open the request and click “Convert To Job”. A wizard shows you the customer's details to check. Once you complete it, the case sits with your active jobs.
How do I check in a B2B delivery?
On the “B2B” tab, select the delivery and click “Confirm Arrival”. A wizard takes you from the delivery note through condition and photos to the label.
Can I delete a service request?
Yes. Click the three dots (⋯) on the request, then “Delete”, and confirm the prompt.
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