Work requests (workshop)

Customers can raise work requests from the portal when your workshop enables it. On the workshop side, open Alerts & Re-Torques → Work requests to see the queue of customer-submitted requests and replies.

• Review the request details, linked vehicle, and any customer notes carefully before replying.
• Acknowledge or add internal notes so the team knows it is being handled.
• Reply to the customer when you need more information, want to confirm timing, or need to move them toward a scheduled job.
• Close the request once the conversation reaches a natural end point or has moved into the normal workshop workflow.

Why this workflow matters

Treating work requests like a lightweight ticket system keeps portal conversations organised and searchable. It also reduces the chance that a customer request gets lost in a shared inbox or remembered only by the person who happened to answer the phone.

When a request becomes real booked work, link it back into your normal scheduling and job process so there is one clear source of truth.