Customer Communication and Support

Fixly provides built in tools to help you communicate with your customers and allow them to track their repairs without needing to call your shop. These features include a support ticket system and a public repair tracker.

1. Managing Support Tickets

The support ticket system centralizes all customer inquiries, whether they are registered users or guests.

  • Access: Navigate to Site Content > Support Tickets in the admin sidebar.
  • Ticket Status: Tickets are categorized by status to help you prioritize your workload:
    • Open: New or active inquiries requiring attention.
    • Pending: Waiting for a customer response or a part.
    • Resolved: The issue has been addressed and the ticket is closed.
  • Notifications: The system automatically sends email notifications to you when a new ticket is created and to the customer when you reply.

2. Responding to Customer Messages

Technicians can communicate directly with customers from within the ticket editor.

  • Messaging: Inside a ticket, use the Messages section to send replies.
  • History: The system keeps a full thread of the conversation, ensuring any staff member can pick up where another left off.
  • Internal Notes: Just like with repair bookings, you can add internal notes to tickets that are only visible to your team.

3. Guest Order Tracking

To reduce phone inquiries, Fixly includes a public tracking page where customers can check their own progress.

  • Public URL: Customers can access the tracker at /track-repair.
  • Security Requirements: To view a status, the customer must enter two pieces of information:
    1. Ticket ID: The unique number assigned to their repair.
    2. Serial Number: The serial number or IMEI of their device.
  • Real Time Updates: The tracking page shows the current status (e.g., "Parts Ordered"), the estimated completion date, and any customer facing notes you have added to the booking.

4. Customer Dashboards (Registered Users)

Customers who create an account enjoy a more personalized experience.

  • Repair History: Customers can log in to view a history of all their past and current repairs.
  • Device Management: Users can register their own devices in their profile to speed up the booking process for future repairs.
  • Invoices and Payments: Registered users can view and pay all their outstanding invoices from a single dashboard.

5. Managing Contact Form Messages

In addition to support tickets, general inquiries from your website's contact page are captured in the admin panel.

  • Email Forwarding: Every contact form submission is sent directly to your Support Email configured in the system settings.