Quotes and customer approval
Send a priced quote from the ticket, and let the customer approve or decline it from a link on their phone.
A repair can be quoted to the customer and approved by them without a phone call. You send a price from the ticket, they get a text and an email with a link, and their answer lands back on the ticket with the time they gave it.
Sending a quote
Open the ticket from Repairs → Active Repairs and choose the Quote tab. It holds three things:
- Quote amount — prefilled from the ticket's own total, so a job that is already priced is one click. Type over it to quote a single all-in number instead.
- Goes to — the email address and mobile number held on the ticket, shown so you can see where it is about to go. It is not editable here; correct it on the Details tab.
- Note to the customer — optional, up to 1,000 characters. It appears in the email, above the price.
Press Send quote for approval. The itemised lines on the quote are the repairs already priced on the ticket; the total the customer is asked to approve is the figure in the amount box.
Sending a quote needs the same permission as updating a ticket, which staff, supervisors and admins all hold on the default access levels. See Access levels.
Three things stop it, each with a message saying so: the ticket has neither an email address nor a mobile number on it; the amount is zero or blank; or the job is already closed — collected, paid or cancelled. A closed ticket has to be reopened, or a new one raised, before it can be quoted.
What the customer gets
A text message with the price and the link, and an email carrying the same link as a button. The email is branded as your shop — your trading name, legal entity and ABN in the header and footer, never the platform's — and it lists the quoted repairs with the total underneath. Your covering note goes in the email; the text message carries the price and the link only.
The email goes out whenever there is an address on the ticket. The text goes out on top of it when your plan includes customer SMS, your shop has SMS configured, and that number has not opted out — otherwise the email carries the quote on its own. The confirmation you get back after pressing send says which of the two actually went. See SMS provider.
The link opens a page of its own, with no login: your shop's name and logo, the device, the ticket number, the quoted lines, the total, and two buttons — Approve with the amount on it, and No thanks. There is a box above them for anything the customer wants to add, and your own shop phone number is offered as a call link when a store has one on file. Nothing else off the ticket is on that page: no passcode, no IMEI, no internal notes, no staff names.
What comes back
The moment they answer, three things happen:
- The answer is recorded on the quote, with the time and whatever the customer typed.
- A notification appears in the suite — Quote approved or Quote declined, with the ticket number and their note. Opening it takes you to Active Repairs.
- An email goes to the technician the job is assigned to, the staff member who sent the quote, the address in Email a copy of new bookings to, and your company email address — deduplicated, so one person covered by two of those gets one email.
The Quote tab keeps the history. Every quote sent on the ticket is listed newest first with its amount, the repairs it covered, who sent it, and where it stands: Awaiting answer, Approved, Declined or Replaced. The customer's own words are shown against the quote they answered.
An approval does not move the ticket. The status is still yours to set, so the workflow you already run is unchanged — see Statuses and workflow.
One live link per ticket
A ticket has at most one link that works. Sending a revised quote replaces the previous one: the old link stops working and shows the customer that a newer quote has been sent, so nobody can scroll back to yesterday's text and approve last week's price. The button on the Quote tab says Send a revised quote once there is a live one, and warns you that sending again replaces it.
A quote can be answered once. A second tap, a forwarded link, or two people in the same household answering at the same time all resolve to the single answer that was recorded first, and the page says what that answer was rather than pretending the tap worked.
Links stop working after 14 days. A customer who follows an expired one is told the price is out of date and to ask you for a current quote.
Rate limit and the paper trail
One quote per minute per ticket. Sending again inside that window is refused with the number of seconds to wait — re-quoting a job happens once or twice a day, never twice a minute.
Every send is logged like any other message to a customer: the channel, the address or number it went to, what was sent, and whether it landed. It is on the ticket's Notifications tab alongside the automatic status messages. See Customer notifications.
Pricing the job first
A quote needs a price, and prices come from your repair price list — the ticket total follows from the repairs selected. Overriding a repair price away from the list requires a supervisor or admin PIN, so a discounted job stays attributable. See Repair pricing.