The Customers section is the home for all of your customer information and the place to go to view their historical information.

Table of Contents

Getting Started

Navigating to the Customers tab is super easy. There will be a Customer tile along the top of RepairShopr by default. You can move it around in the Tabs Customization if you want as well. We often refer to the Customer tile as the Customer Tab in our documentation.

Creating Customers

You can add a new customer from the customer page by selecting 'New Customer' here:

Alternatively, you can quickly add a new customer from the 'plus' menu option here:

When setting up a new customer, you can set up their contact information as well as some additional settings. Once created, you'll have the ability to add assets, devices, stored credit cards (via our payment integrations such as Worldpay), attachments and notes to the customer's profile. Also, once you begin to perform work for the customer, information like linked tickets, invoices, payments will all be accessible from the customer's detail page.

The 'Customer Info' section will consist of all of your customer's contact information. By default, none of these fields are set to 'required', however, you can configure this in your Customer Preference settings located at:

Admin > Customers > Preferences.

Some important things to note regarding this section:

  • Business names take precedence over the first name / last name fields when viewing all of your customers from the main customer list.
  • The 'Mobile' drop-down expands so you can select the phone type. So, you may enter various phone numbers of different types by selecting the 'Add New Number' button.
  • The 'Add Another Address' allows you to enter multiple addresses on file. You may also choose from the types 'Bill to', 'Ship to' and 'Physical'.

Note: We use customer emails as a unique identifier among customers in RepairShopr. So, no two customers may have the same email as the primary email.

If you'd like to use the same email among multiple customer accounts, you can do so in the Additional Notification Emails or Additional Invoice CC Emails sections covered in the next section.

Alternatively, you can use the same email across different customer accounts through customer contacts. More information about customer contacts available here.

Additional Fields

The additional fields section allows you to configure some advanced settings for the customer.

Tax Rate / Tax Free: These fields will allow you to set a default tax rate for the customer or whether the customer is 'Tax Exempt' by choosing Tax Free.

SMS Service Enabled: Allows you to enable or disable SMS communication using the customer's mobile number.

Receive Billing Emails: When this is selected the top level customer email will have all billing related emails sent to them

Receive Marketing Emails: When this is selected the top level customer email address will receive Marketr emails.

Opt Out of Email Marketing: Enabling this feature will just prevent Marketr emails from being sent to this customer's email address. Email correspondence regarding invoices, tickets, etc. will still be sent to the customer's email.

No Email - Of Any Kind: Disables all email communication from being sent to this customer. This includes all contacts who belong to the customer.

Send Portal Invitation: If enabled, it will send a portal invitation for the customer to set up and create a password. More information on using passwords with the customer portal available here.

Additional Notification / Invoice CC Emails: Allows you to add additional emails to be notified along with the primary account. Emails entered in the 'additional notification' field will receive invoice-related emails, but 'invoice CC email addresses' will not receive notifications outside of invoicing.

Additional Ticket Matching Email Addresses: If your customer has additional email addresses they use to communicate with you, add them here. Comma separated.

Default Invoice Terms: Allows you to set a default payment term for the customer. More information about invoice terms here.

Custom Fields

Customer custom fields can be accessed by selecting the 'Custom Fields' tab in the new customer section. You may also manage your customer custom fields from this the New Customer page by choosing 'Manage Custom Fields' located at the top-right of the New Customer page. More information about customer custom fields here.

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Importing Customers


So you have a bunch of customers and don't want to manually enter them? I wouldn't want to manually enter them either. We have a couple of solutions for you. If you are using the Quickbooks integration or the Xero integration head here.

Import customers using a CSV file

To do this, head to Admin > Customers > Customer Import

Once there you will be presented with a pop up asking if you plan to use either Quickbooks or Xero accounting integrations. See below if you plan to use either of those. If not, click Dismiss and you will be presented with the import instructions.

NB: If you plan to use Quickbooks or Xero accounting integrations we highly recommend importing your customer's lists from those while setting them up. It will ensure that your customer lists are linked right away to Quickbooks or Xero

Start here with Quickbooks.

Start here with Xero.

Getting your CSV file ready

If you are a new customer, we recommend downloading the Complete CSV (as seen in the screenshot above). This is a pre-configured CSV file that you can easily drop your data in to. The complete CSV will have the following headers.

If you already have customers in Repairshopr that you would like to keep you can download a CSV export or your customer by going to Admin > Reports > Customers > Customer Export

Be sure not to modify the column headers in the first row, if any of these are modified, the CSV will likely not import, or import incorrectly:

There are some requirements for the system to create customers.

Be sure you have at least 2 out of the 5 following columns for a successful import:

  • firstname
  • lastname
  • business_name
  • email
  • phone

If you have customers on your CSV without an email and/or phone, please go to Admin > Customer > Customer Preferences and turn these off as required fields before attempting the import. If your account settings require phone or email, and these fields are blank, the import will fail or come in incorrectly.

BONUS STEP: To make things proceed a little faster, we recommend turning off the User-based minimum requirements for customer creation (This stuff gets covered later on but I'll mention it here also). Head to Admin > Customer Preferences > "Optionally, require these fields when creating a customer" drop-down and uncheck everything > Save.

Custom Fields

RepairShopr has Custom Fields that can be added here.
It is important to note that you should have these created BEFORE doing your import.

The format is: "field name:value;next field:value" so; field:value, with semicolons between them.

Setup Customer Custom Fields here:

The only easy way to populate them is to set all the fields you want on a test customer, export it, and copy that column with edits to the rest of your file. It must be very exact, so take care in this, if you want it to work well for you.

Once your CSV is ready to go, you can import it from this page in Step 4 in the Import process as shown in the screenshot above


Importing customers from Quickbooks Desktop, QBO or Xero

Both the Quickbooks integration and the Xero integration have setup wizards and will prompt you to import your customers during the setup process. We strongly recommend importing your customers this way if they exist on the QB or Xero side of things.

This makes it so that the customers are linked to their QB/Xero counterparts, ensuring that they will sync right away without additional steps. Both integrations can be found in the App Center. Head to Admin > App Center > Quickbooks or Xero.

Start here with Quickbooks:

Start here with Xero:


If you think your CSV file has all the right fields, but your import email from us says it imported 0 customers, try uploading your CSV to this test site and see if the columns are correct.

Also, the CSV format must be in UTF-8 to import correctly. If you get this error in your tests, upload the CSV to Google Drive, and then re-download. This should automatically convert it to UTF-8.


Generally, if you have a low percentage of failures, it's just some bad data in the import file. It the percentage is over 20% the file probably needs to be adjusted to fit our format.

The error summary is grouped by the fields that failed validation, so if it says: "email,phone,mobile invalid:" that means those records failed all of those fields at the same time. That could mean you have those fields marked as required in the settings, but they weren't found in the CSV.

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Exporting Customers

You can export your customers by navigating to Admin > Reports > Customer Export to CSV.

You will then be redirected to the Downloads page (can be found by going to Admin > Reports > Downloads)

If the file is large, it may take a few minutes and require you to manually refresh the page.

Once the file is ready to download, it will show up at /reports/downloads (

Refresh the page to view the customer.csv export

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Customer Tab

This is the home of your Customer database.

Your customers are listed here in alphabetical order by last name and business name. The search field can be used to search by name, business name, email or phone number (there are other places in the software to quickly lookup customers also, specifically the Search All the Things field that is at the top of every page).

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Customer Quick View Modal

Anywhere that a Customer is shown on the Customer Tab, Tickets, Estimates, and Invoices, there is a hover-over icon that can be clicked to quickly view information about a customer or make quick changes to their record.

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Customer Detail

This page will show you everything about this customer that relates to your business. There are links and sections here for days...The idea here is to make everything easily accessible. The next section of this KB is to define things on this page.

New Drop-down

Clicking the Orange 'New' drop-down to access the ability to create an all-new manner of things.

Appointment: Create a new appointment for the customer

Reminder: Set a new Reminder that is associated with this customer.
Email: Send an email to the customer.
SMS: Send an SMS to the customer (customer must have a valid mobile-type number & have SMS enabled)

Attachment: Upload or pull a file into the customer record from your local device or your preferred cloud storage provider like Google Cloud.

Invoice: Create a New Invoice.

Estimate: Create a New Estimate.

Ticket: Create a New Ticket.

Payment: Create a New Payment.

Customer Purchase: Create a New Customer Purchase.

Store Credit: Add Store Credit to the customer record.

Recurring Invoice: Create a Recurring Invoice for the customer.

Kabuto Subscription: Takes you to the Recur Recurring invoice with packages and policies associated.

Kabuto Installer: Download the .exe installer associated with the Customer.

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Editing Customer

Clicking the Edit button allows you to make changes to the Customer Record. Keep reading for more details.

You can make changes to the main contact's information for the customer record here.

You can change which template is used for estimates, tickets and invoices for this specific customer you are editing if you have added additional ones in Admin > PDF/Email Templates.

If you have Ticket Warning enabled in the Ticket Preferences, you will see a check box and field to enter text that will show as a banner whenever a tech creates a ticket for this customer.

Click the Custom Fields Tab to make changes to any Customer Ticket Fields you may be used for extra data points on the customer.

The Actions drop-down here allows you to Merge or Disable customers here. With Great Power comes Great Responsibility and all that. Be certain of what you are doing as there are no take-backs

Manage Custom Fields will take you to the Customer Custom Field edit screen which is discussed

Print Buttons

There are 2 options for printing things from each section. There is a PDF (the option on the left) and the AutoPrintr button (the button on the right). They both offer the same printing options.

Communication Log Tab

The Communication Log Tab displays a record of most communications that go out or come in from the customer. You are also able to record inbound/outbound communication manually to the log as well. The more info the better right?

Customer History Tab

This tab is helpful to track who has made changes to the Customer Record!

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Archiving Customers

Archiving Customers allows you to hide/disable the Customer from being listed in your Customer List or showing in search results. Sometimes you no longer are doing business with a client and want to remove them from your listing but not lose the data. To Archive a customer head to a Customer Detail page and click Actions.

When the Archive customers button is pressed the page will refresh and you will be taken back to the Customer Index page. A banner will be shown saying the customer has been disabled.

If you want to see a list of archived customers, head to the Customer Index page and click Customer Modules > Show Archived.

To enable a customer once again, head to the Archived Customers as shown above. Then, click on a disabled user, followed by Actions > Enable.

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Customer Badges

Our application allows you to apply customer badges or icons in order to quickly distinguish different customer types. This is done using the drop-down option in Customer Custom Fields.

You can apply badges that will follow the customer throughout the software, giving you quick, at-a-glance information on what type of customer they are. Common examples could be distinguishing between residential and business customers.

  1. Navigate to Admin > Customers - Customer Custom Fields. to create custom fields for your customers.
  2. Click New Field.
  3. Give it a Name.
  4. Click the Field type dropdown and select Drop Down.
  5. Click Add Answer.
  6. Fill in the Dropdown Entry field with one option for the drop down list.
  7. Click the down arrow and select the desired icon or badge.
  8. Repeat steps 5-7 to add additional selections (we added three in the example screenshot).
  9. Click Create Customer field when finished.

After creating your custom fields and assigning badges to them, you can apply these custom fields to a new customer.

  1. Navigate to the Customers tab.
  2. Click New Customer.
  3. Fill in the data.
  4. Click the Custom Fields tab.
  5. Click the custom dropdown you created and select the desired choice.
  6. Click Create Customer.

You can also add icons on existing customers.

  1. Navigate to the Customers tab.
  2. Click a customer name.
  3. Click Edit.
  4. Click the Custom Fields tab.
  5. Click the custom dropdown you created and select the desired choice.
  6. Click Save Changes.

That's it! You will now see the icon by their name.

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Customer Statements

Customer statements can be found in the Overview Section of the Customer Detail screen, next to the make payment button. By clicking on the PDF button it will display a PDF of the customer Statement, the email button next to this will email the customer a copy of the statement.

You can Edit the way customer statement looks by going to Admin > PDF/Email Templates > Statement Template.

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Merge Customers

What it does

This allows you to merge customer records

What it doesn't do

It does not merge the Address (city, state, zip), Prepay Hours Balance, Notes, Custom Fields, and Settings ("SMS Service Enabled" and "Opt Out - Email Marketing")

We've added the ability to merge customers within our application!

First, go to your main customer records page.

Jackie's record was entered by mistake, and is meant to be listed as Jackie Johnson - so we're going to merge these records.

Let's merge Jackie's record into Jackie Johnson's record. To do this we need to open the customer detail page of the customer we don't want anymore, in this case, Jackie.

Once there, we'll click on Actions > Merge button.

Next, we'll enter the customer we want the record to merge to name on the far right, in this case, Jackie Johnson - this will be the record that the first customer will be merged into.

On the final screen, we'll be taken to Jackie Johnsons 's customer detail page, which will show all of Jackies tickets, invoices, and assets too - but now they are listed under Jackie Johnson.

Please Note: Merging customers is irreversible once completed, so please take care to not accidentally merge customers. :)

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Bulk Updating

Head to the Customer Tab and you will see checkboxes to the left of each customer row. You can check all on the page or individual rows. Then a black "Bulk Actions" box will become clickable and allow you to choose various actions to perform.

Bulk Actions Edit

Bulk Enable Portal Users

If you need to perform an update for many customers, you may find it easier to do this in Excel rather than manually updating each customer record in the application.


  1. Export your customer file by navigating to Admin > Reports > Customer Dump to CSV.
  2. If it's a large file, this may take a few minutes. When it's ready, you'll find it in /reports/downloads.
  3. Edit the file in Excel. Detailed notes and suggestions are below.
  4. Reimport the edited file. Admin > Customers > Customer Import. (more info:

Columns in Customer CSV Export

id: The unique ID that the software has assigned to that customer. It is not recommended you modify this.
firstname: The customers first name
lastname: The customer's last name.
email: The customer's email address
address: The main address for the customer
address_2: Used for apartment number, etc.
city, state, and zip: The customer's location information
phone: A phone number serves as a unique ID for the customer. It is recommended you include one.
mobile_phone: A mobile phone number is required for SMS
office_phone: Phone number in the Office Phone category.
home_phone: Phone number in the Home Phone category.
fax_phone: Phone number in the Fax Phone category.
other_phone: Phone number in Other Phone category.
get_sms: Set to TRUE if the customer can receive SMS messages
location_id: It is not recommended you modify this.
business_name: If the customer has a business, or if this is a business account, include the business name here
created_at: System driven. It is not recommended that you edit this unless you specifically need to.
updated_at: System driven. It is not recommended that you edit this unless you specifically need to.
referred_by: You can customize referred by sources in Admin > Customer Preferences > Additional Referred By items. These sources will then show up in the Referrals report (Admin > Reports > Customers - Referrals).
notes: Notes on Customer detail.
tax_rate: the Tax rate for Customer if different than the default. The tax rate is the code in the URL when viewing Tax Rates.
tax_free: Set to TRUE if the customer is tax-exempt.
no_email: Set to TRUE if a the customer should not be permitted to receive email or FALSE if the customer should be permitted to receive email
opt_out: Set to TRUE if customers want to opt out of marketing emails or FALSE if they want to receive them.
disabled: Set to TRUE if the customer is to be disabled.
custom_fields: Refer to the customer import document for more information

Specific Situations

Customers have been set to "no email"

Your customers can be automatically set to no email. This happens if the system detects a bounced email from the customer. Their name will then show in Admin > Reports > Customer Opt Outs. You'll also be notified of this when you try to email them through the system. This is designed to keep your email from getting blacklisted/flagged as spam. If you have a large number of these in the system, you can perform a bulk update to reset these.

To make it so that all your customers are permitted to receive email, set no_email to FALSE. If you do not have a no_email column in your export, go ahead and add it.

You would like to delete all your customers' phone numbers:

Delete the information from the appropriate column(s).

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Customer Contacts

Is your client a family or business? You can add additional contacts to a customer record very easily (sometimes automatically: see Mailboxes)

First, let's start with how to activate this feature. Head to Admin > Customer Preferences > Check Enable Multiple Contacts on Customers > Hit Save

Next, you should now have the option to create Customer Contacts on the Customer Detail page.

Should you collect more than 12 contacts on a record, a search field will appear above the contact list that lets you quickly find the Contact you are looking for!

Direct Report: The Contact reports to the person that is selected in the drop down. The selected person will always be included as a CC on Ticket Communications.

Contact Notification Preferences

Receive Billing Emails - When selected this person will be CC'd on Billing related Emails.

Receive Marketing Emails - When selected this person will receive applicable Marketing email.

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Custom Contact Fields

Similarly to Asset, Tickets, and Customers, you can create fields to track custom data points for your contacts. This is great if you are tracking employees for a company or need a place to store passwords owned by a particular family member of a customer.

To start, head to Admin > Customers > Custom Contact Fields and click New Field.

You will be taken to screen where you can name the field and choose the type of data that gets entered.

These are the types of fields you can choose from:

Text Field: Creates a text field to enter data into if you want.

CheckBox: Creates checkbox lines.

Drop Down: You can make the field with a Yes/No answer.

Web Link: A field that will allow a clickable hyperlink. The URL can be entered by editing the custom field through the Customer page.

Text Area: Allows a large text field to dump text data into it.

Date Field: Allows you to choose a date.

Secret (encrypted): This field is tied to the Password Vault feature here:

Popup: Will create a pop-up when someone visits the Customer Detail page.

Scribble: This field lets draw within the field. This is great for signatures for customers (for verification)

After you have created all the fields you want, make sure that settings are Saved and head over to a Custom Contact. When viewing or creating a Contact, the Custom Fields will display under the Contact's Details.

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Importing Customer Contacts

If you want to quickly add contacts to customers via a spreadsheet, you can easily do this for one or multiple customers.

Import contacts for one customer

  1. Click the Customers tab.
  2. Click the desired customer name.
  3. Click the Contacts tab.
  4. Click the Import button.
  5. Click the template link to download a contacts spreadsheet template, then open it.
  6. Fill in the contact details in the spreadsheet.
  7. If you want to add multiple contacts to the same customer, just add a new row and make sure to copy the value from the customer_id cell to the new one.
  8. Required: In the properties column, put {}
  9. Required: In the opt_out column, put FALSE
  10. Once you have added all the contacts, save the file (you may need to export it into CSV format).
  11. Back on the Contacts Import screen, import the file.

Import contacts for multiple customers

  1. Export all your customers via Admin > Reports > Customer Export, then open the spreadsheet.
  2. Click the Customers tab.
  3. Go to any customer.
  4. Click the Contacts tab.
  5. Click the Import button.
  6. Click the template link to download a contacts spreadsheet template, then open it. Even though the template file will have the current customer's name, it will work for any customer.
  7. For each customer to which you want to add contacts,
    1. Find the customer you want in the customer spreadsheet.
    2. Copy the value in the id cell.
    3. Add a new row in the contacts spreadsheet.
    4. Paste the id you copied into the customer_id cell.
    5. Fill in all the details.
    6. Required: In the properties column, put {}
    7. Required: In the opt_out column, put FALSE
  8. Once you have added all the contacts, save the file (you may need to export it into CSV format).
  9. Back on the Contacts Import screen, import the file.

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Customer Custom Fields

Create fields to record specific information about your customer that you want/need to keep on file. Things like the type of customer (residential or business), or maybe specific information about the business that may need to be referenced.

To get started, head to Admin > Customers > Customer Custom Fields

On the next screen, you will be presented with any existing Custom Fields and have the option to edit those or re-order them.

Quick Tip: If you have been using a particular custom field on customers, do not change the name of the field. The data already contained in the field for customers previously will no longer show. Worry not, putting the name back, will cause the data to return.

Click the new field or Edit to get to the Custom Field Edit screen.


The Field Type drop-down allows you to choose from a selection of options to record info!

Text Field: Creates a text field to enter data into if you want.

CheckBox: Creates checkbox lines.

Drop Down: You can make the field with a Yes/No answer.

Web Link: A field that will allow a clickable hyperlink.

Text Area: Allows a large text field to dump text data into it.

Date Field: Allows you to choose a date.

Secret (encrypted): This field is tied to the Password Vault feature here

Popup: Will create a pop-up when someone visits the Customer Detail page. Popup Note: You will first add the popup title on the customer settings page. Then, to enable a specific customer, go to their profile and complete the popup detail description. The description is what will pop up when you access the customer's profile. If only the first step is complete, in customer settings, the popup will not trigger.

Scribble: This field lets draw within the field. This is great for signatures for customers (for verification)

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Masked Credentials

Masked Credentials are a way of safely storing customer credentials to make providing assistance or Asset management as easy as possible. The password field is salted and encrypted. The salt is per row. The password is only decrypted and sent to the client at the time that the field is clicked to be shown.

There is a tab on the Customer Detail page.

Click the Credentials tab and you will see existing Masked Credentials or create new ones.

Clicking New will add a new row to the data table so that you can enter the credential information.

Name: This is there to help categorize the credentials so you know what it's for.

Username: Usually an email but can be whatever Username type you want (Text Field)

Host/URL: This is also a text field.

Password: Click the field to enter a password. Next time the page loads, this field will be starred

Notes: Uhh, you know what this is...

Public: This changes if the credential field is visible on the Customer Portal

After you have entered everything you should be all set. It's worth noting that once the page refreshes and moving forward the password field defaults to showing stars until clicked.

If you have the Masked Credentials set to be visible on the Customer Portal and the Portal User has the correct Portal User Permissions it will look like this.

Speaking of Portal User Permissions. If you want a User Group to have Credential access, you will need to head to Admin > Customers > Portal User Permissions and choose from the below options.

User Security Permissions

In the Security Groups, there are several ways to customize what access a non-Admin has to the feature.

Credentials - Delete

Credentials - Edit

Credentials - New

Credentials - View

Find out more information about Masked Credentials with Documents here.

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Credential Access Report

There is a report that allows Admins to view who has accessed the credential details along with time stamps. Head to the Reports tab or Admin > Reports > Credential Access Report to view it.

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Purchase History

When viewing a customer's overview/details, you can click on the tab labeled "Purchase History" to view invoiced items.

These invoiced items are sorted chronologically, so you will get the most recent purchases from this customer at the top of the list.

This section is intended for you to get a quick and easy glance at what a customer recently purchased to perform such actions such as refunds.

We've also included a link to the "Sales Detail Report" in case you want a more granular or broader look into this data.


Important notes about this feature:

  1. Bundles will break up into individual line items or products here
  2. If you do not want a user/tech to access this section, please remove the "Reports - Sales Detail" option in the tech's security group. (The report catch-all "Reports - View" will work as well)
  3. Refunded items will be marked as "Refunded" for clarity

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Customer Settings

To get to Customer Settings, head to Admin > Customers - Preferences.

Turn on SMS by default: Enables SMS for each customer by default. Note: If you enable this and do not require either a phone number or a mobile number, the mobile number field will appear automatically in the new customer screen.

Enable Multiple Contacts on Customers: Allows you to have one umbrella Customer, with several points of contact within it the larger Customer record. For example, if you are working with a company with several locations/store owners, you can add each one to that same company's Customer Record.

Additional Referred By items: Lets you edit the referral source options when you create a new Customer Record. If you want to track referrals by existing customers, just enter "Customer" as one of the options and a drop-down will appear when you are adding referral sources for new customers.

Optionally, require these fields when creating a customer: You can force these fields to be populated when creating a new Customer. Contacts inherit this settings as well.

Click Additional Settings to see the rest of these.

Secure customer portal with password if portal users exist (including unclaimed invites): If a portal user is created for a customer, they will be prompted to create a password or you can set a password for them on the customer detail page. Yay Security!

Disable Privacy Page in Customer Portal (GDPR): Turns off the privacy page in the customer portal.

Disable Erase Me button in Customer Portal (GDPR): If your account is in a locale where GDPR is enforced (like the UK) then this will remove the button that sends a request for erasure to the account from the customer portal.

Show Estimate Name in Customer Portal: Shows the custom estimate name added to the estimate in the portal.

Show Invoice Name in Customer Portal: Shows the custom invoice name added to the invoice in the portal.

Maintain custom names between Tickets, Estimates, and Invoices: When enabled, any custom names assigned to Estimates, Tickets or Invoices will automatically carry over when converting them from one form to another. For example, suppose you create an Estimate with a custom name. When you convert it to a Ticket, that custom name will carry over to the Ticket. If you then convert it to an Invoice, that custom name will again carry over to the Invoice. Learn more in this blog post.

Enable the Prepay Hours tracking feature: Allows you to sell and apply prepaid or block hours to a Customer. Learn more about prepaid hours.

Enable a Documentation link for each customer: This enables the documentation feature for all customers. Learn more about documentation.

Disable the address autocomplete: Disables the autocomplete for addresses.

Disable Customer Portal and redirect to URL (Leave blank to allow access): Redirect customers to a URL of your choosing rather than have them go to the customer portal.

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Customer Portal


The Customer Portal is a place for your customers to view all sorts of information about their tickets, communicate back and forth with you to paying you!

What it Does

  • Customer can view existing Tickets or Create new Tickets by default
  • Customers can view Invoices and pay you if you are using a Payment Integration
  • Customers can approve or decline Estimates
  • Customers can View uploaded documents
  • Customers can be Assets you have worked on
  • Customer can view past payment amounts

What it Doesn't Do

  • It's not an actual portal created from folded space-time. Well, maybe in a different universe it is anyway.

Getting Started

First, where is the Customer Portal? Head to the Customer Detail Page and on the left side there is a section called "Customer Information." At the bottom of the section, there is a link called Customer Online Profile (Customer Portal) that can is available as long as there is an email for the customer entered in their info. This will be where you can access the Customer's Portal to see what they can see.

The idea of the Customer Portal is to bring another level of communication to your customers to stay informed about their repairs or work being conducted by your shop. The Customer Portal is automatically created for every customer in the system that has an email address entered. We include a link to the Customer Portal in the footer of emails that go out to customers to be the default. Of course, that can be changed in the PDF/Email Template section of Admin.

Let's start with what it looks like first!

Let's go through the sections that are on here to explore what can be done on the Portal starting the top.

Ticket Section

Clicking the Ticket number will take the customer to the Ticket Detail where you have the below functions.

So in case it's not clear, there are some handy things happening here.

  • The customer can see messages that are sent to them from a ticket here.
  • The customer can send you messages and they will be applied directly to the ticket. There are even notifications you can set in the Notification Center to be alerted when this happens!
  • Files can be attached to the Ticket such as documents, images or any type of file that may be relevant to the job.
  • The Customer can also open new tickets from the Ticket section as well to request work. Check out this article to learn more about Portal Permissions.

Invoice Section

Things to note here are:

If you are using one of our Integrated Payment Gateways or PayPal, customers can pay their invoices in the Customer Portal. They can choose to pay individually or multiple invoices at once. Clicking the Invoice number on the right will take them to the detail screen for the invoice.

Fun things to note

  • On the Invoice Detail screen, the customer can view the invoice as a PDF or download it locally to their computer.
  • If connected to a Payment Gateway that is enabled there will be a button to process their payments.
  • If you are logged in as an admin and click "Customer Online Profile," you will not see the green Pay Now buttons. To get around this, right click that link and select "Open Link in Incognito Window" or "Open in InPrivate Window." If you do not see that option, select Copy Link, then open a Private Browsing Window. In either case, then sign in as the customer.

Recent Payments, Estimates, Attachments, and Asset Sections

Portal Users

While by default it is possible to get directly into the Customer Portal, we do have a feature that allows you to provide the customer a Username and password to secure their Portal. If the customer has employees that may need to use the portal or that may submit work requests, we recommend also turning on Contacts in the Customer Preferences.

The Portal Users are housed on the Customer detail page for a customer. Head there and scroll down to the Portal User section that looks like this:

Click the New button in the Portal Users section to get started:

We will populate the "Customer/Contact" section with the primary customer. This field is a drop-down that allows you to select from the Customer Contacts as well.

The Login field will default to the email aaddress for the customer record. This is the username for signing in to the Portal. We recommend always using an email address for this so that the customer can self serve password resets in the Customer Portal.

To enable Portal Users on Contacts, click the Contacts tab on the Customer Detail page, then on each Contact you'd like a Portal User for, there is a check box to enable for that record. Clicking save will create a user in the Portal User section.

After hitting Save a couple options appear. You can choose the Portal Security Group that the Contact is assigned to. This determines the level of access they have in the Customer Portal. You can also choose to turn on MFA for the Contact here as well (recommended).

Once the Portal User is created, a Red button called Password Reset will appear. You can click this button and have the option to manually reset the password for the contact's Portal User or to send them a Password Reset email.

Portal User Login Override

If you have a Contact record that has not provided or won't give you and email address, then when you activate the Portal User option, a field will appear called "Portal Login Override" that will allow you to enter a text and/or number string that would be used in place of a email to login to the Portal.

Please Note: If the Contact record has a email address then this field will not appear. There is no way to make this field appear when an email address is saved for the Contact.

There are Email Templates for the Portal Invitation and the Password Reset functions that you can customize by heading to Admin > PDF/EMail Templates > Email Templates.

Customer Portal MFA

Expand the Portal User options and check the MFA option.

Once the MFA option is checked, the next time the User logs in, they will be prompted to configure MFA for their account. No additional action on your end is needed.

The Password field will always default to empty when manually creating contacts. You can create a password for the Portal User or send them an email invitation for them to create their own (recommended).

Customer Portal Redirect

It is also possible to Redirect the Customer Portal if you do not want customers using the Portal to a URL of your choosing.

A good example might be you could direct your customers to a Custom Widget or maybe a page on your business website.

To do this, head to Admin > Customer Preferences > Advanced > Disable Customer Portal and redirect to URL (Leave blank to allow access) > Save.

Portal User Permission Groups

By default, Contacts will be included in a Limited View security Group which prevents them from seeing a bunch of things in the Customer Portal. For the adventurous of you, it's possible to customize what your customers see and do in the Customer Portal.

You'll see when you create a Portal User that there are 3 default groups to start.

Admin Portal Group - Can see everything
Limited Portal Group - Can't see billing-related items
No Portal Access - Uh...No Portal Access?

You can edit the existing groups or create your own! To do this, head to Admin > Customers > Portal User Permission Groups. This section behaves almost exactly like Security Groups for Users.

You can click the name of existing Groups to rename them. The far-right context dots can be clicked to allow - edit, delete, clone or to Set Default.

Clicking Create New or edit will display the options available.

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Documentation Center


Welcome to the new and improved Documentation Center! Here, you can store free-form text like help documents, customer information, user guides, and more.

What it does

  • Gives you a place to put content for your team with a nice HTML editor so you can create all kinds of nice-looking content, including images and videos
  • Easily create parent pages to link them children pages to create a hierarchy
  • Add links to other pages, websites, custom widgets, booking calendars, and more
  • Set document privileges to give all, one or no customers access to certain documents in their customer portal
  • Add a navigation sidebar to organize your documentation internally
  • Create customer-specific documentation for each customer utilizing our template tags, making cloning documents for each specific customer that much easier
  • Create templates to quickly set up new articles for customers

What it doesn't do

  • Cannot link documents to assets (coming soon).

Getting Started with Customer Documentation

The customer wiki, located on the main customer detail page, is a place to include many details about your customer both internally, and externally in the customer portal. You can enable it under Admin > Customers > Preferences:

You can then navigate to the Documentation section from the navigation header, or under the More drop-down. If the Documentation section is not listed, you can enable it under Admin > Tabs Customization.

Once in the Documentation Center, you can create a new page.

There are some important settings to set which will determine what kind of page it is, and who can access it.

  • Page Name: Customer-facing pages will display the page name.
  • Page Type: Set the document to be internal-only, or customer-facing through the customer portal. One customer or all can be specified.
  • Customer Name: Search and add a customer here if you would like this page to be for one specific customer only. This will assign the page to their customer entry.

After your first page has been created, the Documentation list will appear on the Customer's entry page if assigned to a customer.

As the Customer Portal has been specified in the page settings, the customer will be able to see this page when they log in through their Customer Portal. If they cannot view it, you may need to adjust their Portal User Permission Group.

Uploading Images/Files

Once you upload your image, there are 2 options for image size. Clicking either one will copy a URL to your clipboard. Once it's been copied, head to the Insert button > Image > In the Source field, paste the URL and Save. Your image should then load into the editor. Easy!

Now that you have created your article and set it to be visible in the customer portal, you can revisit the customer to view their new link to their customer documentation!

You can also click the "Customer Online Profile" link to view what the customer sees inside their portal for their newly created documentation section:

Clicking on the document's link will take you to the customer's documentation, with the proper information replacing the template tags you added earlier:

Important notes for customer documents

  1. If you want the customer to have access to this documentation, set the page type to Customer Portal
  2. If you do not want to associate this page to a specific customer, but would like all customers to have access to this documentation, leave the Customer Name blank
  3. On the other hand, if you only want certain customer access to this page, please ensure to add the customer's name from the dropdown when typing the name into the text field

Getting Started with Internal Documentation

Firstly, we need to find the Documentation Center! If it is not already in your top navigation bar, make sure to enable it in under Admin > Tabs Customization.

Once you do, click on the navigation tab for "Documentation" to get started! You should see a page that looks a little like this:

Once here, you will want to click "New Page" to add a new document. Just make sure to add a Page Name and mark the Page Type as internal, and you should be all set!

Keep in mind that you can create "Parent-Child" by adding links to documents like this:

For internal wiki pages, you will only need to add the "Page Name" of the document to the URL text field. For external URLs, you will want to add the full URL to the URL text field.

Documentation Templates

You can create templates to quickly generate a new article on the fly for customers by selecting the "Template" page type in the drop-down on the Documentation Editor.

Next, add in the structure of the template and save it! Once the template is created, a tag will be displayed next to the title when viewing the template on the editor page to help call out that it's a template.

Now when you want to create a new document for a customer all you need to do is head to the Customer Detail screen, scroll to the Document section, and click New. On the following page, there will be a drop-down where the template can be selected to generate.

If there is anything we missed, or you would like clarification on, please do not hesitate to reach out to! We are more than happy to help. =)

Masked Credentials

You can add Masked Credentials to the Documentation section! Head to the Documentation tab and edit an existing Document or click New to start a new one. You will see the Credentials section at the bottom of the page.

Click New Credentials to get started.

Once you click the New button a section will appear in the table.

Name: This is there to help categorize the credentials so you know what it's for.
Username: Usually an email but can be whatever Username type you want (Text Field)
Host/URL: This is also a text field.
Password: Click the field to enter a password. Next time the page loads, this field will be starred
Notes: Uhh, you know what this is...
Public: This changes if the credential field is visible on the Customer Portal

This is what the Document will look like when a tech is viewing it.

This is what the document looks like if the customer has the appropriate Portal Permissions.

Speaking of Portal Permissions! Here are the options at Admin > Customers > Customer Portal Permissions. These are not enabled by default.

User Permissions

In the Security Groups, there are several ways to customize what access a non-Admin has to the feature.

Credentials - Delete
Credentials - Edit
Credentials - New
Credentials - View

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Prepay Hours (Block Hours)

Prepay Hours allow you to sell blocks of service hours to be applied to an invoice at a later date. They can be tracked in reports, added to service level agreements and contracts or combined with discounts in the form of packaged deals.

The customer knows what they pay every month and the business receives steady revenue whether the service is used or not.

What it Does

  • Allows you to set a charge for pre-paid hours and add as a line item on an invoice
  • Automatically deducts prepay hours and adjusts balance when labor is added
  • Clear/Reset options on Prepay Hours on a recurring invoice
  • Works on Ticket Charges/Line Items

What it Doesn't Do

  • There isn't an option to add discounts on prepay hours. Discounts must be added using the same discount method for all invoice line items. You can read more about setting up discounts here.
  • Does not work in the POS module

Getting Started

First Enable Prepay hours by heading over to the "Admin" tab and selecting "Customer Preferences"
Check the box that says "Enable the Prepay Hours Tracking Feature"

Then create a Prepay Hours inventory item. Head over to the "Inventory" tab and select the green "New Item" button.

Fill in required fields, make sure to select "Prepay Hours" as a category.

This is very important and it is what will trigger the system to adjust automatically when an item with the "Labor" Category is added as a line item to an invoice.

Set the price and then select the "Create Product Button"

You can now add Prepay Hours as a line item to an invoice. Note: The number of hours added to the customer's prepay hours is dependant on the quantity line item. So if you bill for one Prepay Hour line item, you will add 1 prepay hour to the customer.

Complete check out by selecting the green "Take Payment" button.

Sometimes users get confused about how to deduct hours. The main thing to remember is:

  • Inventory items with the category "Prepay hours" ADD prepaid hours to a customer account.
  • Inventory items with the category "Labor" SUBTRACT these hours from the customer account.

Setting up Expiring Prepay Hours

If you plan to have your Prepay Hours expire and reset at the end of the month you can set it up by following the simple steps below.

Head over to the "Invoices" tab" and select the "Inventory Modules" dropdown.

Then select Recurring Invoices and from there click on the yellow edit button to edit an existing Recurring Invoice.

Check the box that says "Clear/Reset Prepay Hours (before this runs)"

Add the Prepay Hours item as a Line item. And you are all set!

Setting up Deductible Labor

There may be cases where you will need a labor item to show up on the ticket timer for tracking but don't want the pre-pay hour pulled for that labor item.

To do this simply add a sub-category to the "Labor" category that doesn't start with

For example, all of these categories would deduct from PrePay Hours
Labor - Labor A
Labor - Labor B

These Subcategories would not deduct "Pre-Pay Hours"

Labor - Non-PrePay Hours
Labor - Misc

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GDPR - General Data Protection Regulation

See the below links for more information.

GDPR - Start Here - General Data Protection Regulation
GDPR - RepairShopr and Your Business
GDPR - Your Business and Your Customers

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Store Credit

What it does

Store Credit (AKA Customer Credit) is similar to a gift card or deposit payments.

What it doesn't do

Once you add Store Credit to a customer you cannot simply remove the credit. The payment attached to the Store Credit either has to be added to another invoice or the payment needs to be deleted.

Table of Contents


There are a few simple ways to create store credit.

  • You can make a Customer Purchase and give them credit instead of cash/check/etc.
  • You can do a Refund, and credit them with Store Credit.
  • You can add Store Credit from a Customer profile page (New > Store Credit), which will not be associated with a transaction.


Customer Purchases

For Customer Purchases, just make sure you have a "Store Credit" payment method, and it's set to behave as Store Credit. To do this,

  1. Navigate to Admin > Invoices - Payment Methods.
  2. In the upper right, click New Payment Method.
  3. Give it a Name, such as Store Credit.
  4. Click the Payment Type dropdown > Store Credit.
  5. If desired, check the Require Reference Number box.
  6. If you use the Xero integration select the Xero account.
  7. If you use the QuickBooks integration, select the QuickBooks Payment Method.
  8. Click Save.

Then in the Customer Purchase, you can "pay" them in Store Credit, and it will maintain a balance that is available to use on future invoices.


Invoice Refunds

Invoice Refunds will work similarly—you can pay it out to Store Credit also and it will be available to use in the future.

Then you'll see the credit balance on the Customer Detail page like this.


Applying Credit to an invoice

To apply this credit on an Invoice,

  1. Go to an invoice.
  2. Click the Take Payment button.
  3. To the right of the Customer Credit Balance above the payment, click Apply.
  4. Change the Amount to Apply if needed.
  5. Click Apply Payment.

This payment will then be added to the invoice.

The below screen recording shows the process.


Removing a Credit Balance

To remove Store Credit, you have to delete the payment that was applied to this customer without an invoice attached to it. All payments can be viewed by going to the customer detail screen and scrolling down to the Payments section. Look for payments that don't have an invoice number attached.

Please note: Any overpayments on invoices would also reflect as Credit, but for this, you would need to go through each invoice and check if an overpayment has been made.

Once you find the payment, click the date by it to open it. Then in the upper right, click Actions > Delete.


Convert Misc Credits to Store Credit

Some of our older User accounts may still have customers with Misc Credits—a feature we deprecated long ago. If this applies to you (run the Miscellaneous Credits report to see if any customers have them), here is how to convert those Misc Credits into Store Credit.

  1. Open a customer's profile.
  2. In the upper right, click Edit.
  3. In the CUSTOMER SETTINGS section, make note of the amount in the Misc Credits field and delete it.
  4. In the upper right, click Save Changes.
  5. In the upper right, click Edit again.
  6. Right above Misc Credits, click Add Store Credit.
  7. If needed, click the appropriate register button.
  8. In the Amount field, type the amount you noted in the Misc Credits field.
  9. In the Ref num field (which is required), type a reference if you have one, or type something like Transfer misc credit.
  10. Click Record Store Credit.

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Contract Management

Contract manager gives you a digital place to store your agreements you have with your customers. It could be as simple as defining a start/end date for an antivirus subscription or as complex as a managed service contract with defined product discounts and service level agreements.

What it Does

  • Allows you to create contracts that can be attached to SLA's
  • Gives you a place to attach signed copies of agreements you might have
  • Tracks start/end dates, notes, etc for your sales people
  • Allows for defining an SLA to apply to a customer
  • Allows for defining price overrides for any products/services you sell
  • Add reminders, assign a technician, and send emails directly to client from contract
  • Get notified when agreement is getting close to due date
  • Can automatically stop recurring invoices at the end date if you attach them

What it Doesn't Do

  • Electronic document signing (coming soon elsewhere)

Index of Contract management



To create a contract head over to Customer's tab, select "Customer's Module" and then select "Contract Manager"

Select the green "New Contract" button to start a new Customer Contract.

You will then see the screen below. Customer name will auto-populate as you type. From there you will want to name the contract, give it an estimated, likelihood it will close, start and end date, the primary contact, and description. If there is an SLA agreement in place select the dropdown and select the agreement you would like to add.

Select the checkbox if you want the contract to apply to all tickets including existing ones. Leave it unchecked if you only want the contract to apply to tickets going forward.

Then select orange "create contract" button to complete the process.

You will then be brought to the screen below. You can add attachments, reminders, or send out an email via the box highlighted below.

You can also change the contract details at any point by clicking on the options within the white box underneath the "Contract" box or the blue "edit" button on the top right.


Clone Contracts

It is now possible to clone contracts for fast Contract generation.

(Recommended: Take some time to create Contract templates for your various service offerings. That way when you sign/sell a contract you can quickly pull up the template and clone away)

Next search your customer

That's it!


Contract Pricing

This will allow you to set special rates for customers on any items within your inventory, including labor.

Simply search for an item by typing the "product's name". The name and original price will auto-populate the fields. You can then change the price under "Contract Price(override)", from there click on "add override".

When you go to an invoice and add the line item to an invoice, it will automatically apply the discount!

Important Note: Once a contract rate is created it will override any manual changes made within the "Add/view charges" module. If you change or add a contract, only line items added after that change will be affected. Previously added line items would still be at the settings that were in effect when they were added.


Product Blacklist

You can add products to this field to prevent the selling of products to the customer attached to the Contract. This way someone doesn't accidentally add the wrong product!


Service Level Agreements

You can attach SLA's to your Contracts which are then applied to Tickets when they are generated for your customers. This enables you to then ensure Time to Contact and Time to Resolution for your clients. It also provides some alerting so that you know when Tickets are opened for contracted clients along with some other options.

Start by heading to the Contact Index page and clicking the SLA button in the upper right.

On the next screen you can create or manage existing SLA settings with a selection of options.

Creating New SLAS or Editing Existing SLAs

Clicking either New SLA or the edit button on an existing SLA will present a pop up with some settings to be used with the SLA to make it work how you'd prefer.

Time To Response - The time in minutes, hours or days between when the ticket is created and a tech replies using a Public Comment on a ticket. AutoResponders don't count!

Time to Resolution - The time in minutes, hours or days between the time a ticket is created and the ticket status of the ticket is set to Resolved.

SLA Breach Warning - The time in minutes, hours or days that the system will warn you that the ticket is approaching both of the above. This setting is tied to Notification Center Alerts for your team. Make sure these are active in the Notification Center!

Your SLA Schedule - Toggle if you want the SLA to use your set Business Hours or if you want to set a custom hours rule to follow

Head to the Business Hours KB for more info.

Pause countdown for select ticket statuses - Choose to pause the SLA timer on a ticket if certain Ticket Statuses are used on the Ticket

Assign to Tech - Automatically assign a specific tech to tickets with this SLA

Re-Assign to Tech if breached - Change the Ticket assignment if the SLA is breached.

Set Priority - Set the priority level of the ticket automatically.

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