Customer Guide

This guide walks portal users through the complete experience of requesting service, reviewing updates, and staying in touch with the shop.

Getting Started#

Sign in & landing page#

1. Open the Service Tracker Platform in any modern browser.
2. Sign in with the credentials provided by your service organisation. If you do not yet have an account, contact support to have one created.
3. After signing in you arrive at the Portal overview which shows recent requests, outstanding invoices, and the latest notifications. Use the quick links at the top of the page to start a new request or review historic activity.

Update your profile#

1. Select your avatar in the top-right corner and choose Account.
2. Confirm your contact details and preferred notification email. Technicians rely on this information when they need quick feedback about a repair.
3. Save the form. Updates take effect immediately and apply to every order linked to your account.

Submit a Service Request#

1. Choose New Request from the portal navigation. You can begin a Walk-In Repair for items you deliver to the shop or a Service Call when a technician needs to visit your site.
2. Provide the intake details:
   • Customer – your business or the site that owns the asset.
   • Asset – the equipment that needs attention. If the item is missing, use the shortcut in the form to create it.
   • Order Kind and Priority – give the team context about urgency.
   • Problem Summary – describe the issue in a sentence or two. Expand in Problem Detail when background is helpful.
   • Photos & files – include pictures of error codes, damaged parts, or purchase orders to eliminate back-and-forth later.
3. Submit the request. The system assigns an order number (for example SR-000145) and shows the detail page where you can monitor progress.

Scheduling follow-up information#

If technicians need to schedule a visit or collect additional details, they will post a note on the order and email the address on file. Reply directly from the portal so the entire conversation stays attached to the request.

Track Order Progress#

• The status ribbon at the top of each order shows where the job sits in the repair lifecycle—from Draft and Scheduled through In Progress, Awaiting Parts, Ready for Return, or Completed.
• The Timeline card lists every update including technician notes, uploaded attachments, and status changes. Use it to confirm when parts were ordered or when a site visit occurred.
• Customers receive email alerts whenever the status changes or a new comment is added. Click the link in the email to open the order directly in the portal.

Search and filter#

1. Open Portal → Requests to view the complete list of jobs linked to your account.
2. Use the search bar to find orders by number, asset, or customer site.
3. Filter by status or priority to focus on active work, then sort by creation date or last update.

Collaborate with Technicians#

Share attachments and notes#

1. Open the order and switch to the Attachments tab.
2. Upload new files at any stage of the repair. Supported formats include images, PDFs, and spreadsheets up to 500 MB.
3. Use the Notes composer to provide clarifications, add site access details, or respond to technician questions. Notes are visible to the assigned technicians and administrators.

Approve recommendations#

When a technician posts a recommendation—such as ordering additional parts—you receive an email and a notification in the portal. Use the Respond action on the order to approve, decline, or ask for clarification. Your response is timestamped and visible to the entire service team.

Review Invoices & History#

• Visit Portal → Invoices for a list of outstanding and paid invoices tied to your orders. Open an invoice to download a PDF copy and review parts or labour charges.
• The Assets section highlights equipment serviced in the past along with serial numbers and site locations, making it easy to reference previous repairs when logging a new request.

Manage Access#

• Organisation administrators can invite additional contacts by requesting new accounts from the support team. Each user receives their own login so order updates and approvals stay auditable.
• If a colleague leaves your company, notify support to deactivate their access immediately.

Password & Sign-in Help#

1. On the sign-in page select Forgot password? and enter your registered email address.
2. Follow the link sent to your inbox to choose a new password. For security reasons the link expires after one hour.
3. If you do not receive the email, check spam folders or ask support to confirm that your account is active.

Need additional assistance? Contact the service desk listed in your welcome email and include the relevant order number so the team can help quickly.