Your customer wants to book a new repair without phoning you
Four-step wizard. Auto-creates the ticket. You see it on the dashboard.
Where they start
From their portal dashboard they tap the Book a repair button. They have to be signed in first (OTP) to use it — the lookup-by-reference flow doesn’t expose this option, since we don’t know who they are.
The four steps
The wizard is intentionally short. Most customers finish it in under a minute.
- Step 1 — Device. Pick or describe what they want fixed. Brand, model, fault description. Per-vertical datalists give them sensible options to pick from.
- Step 2 — Fault. Free-text "what’s wrong with it". They can type as much or as little as they want.
- Step 3 — Preferences. Direct drop-off vs collection (you fetch). Any notes for you — preferred contact time, special instructions.
- Step 4 — Review. They see a summary, hit Confirm. The ticket lands in your inbox with a status of "New" and source flagged "portal_self_serve".
What happens behind the scenes
A ticket gets created and assigned to nobody (you triage it). A customer_asset record gets created in the background if the device wasn’t already on file. A lead record gets created with status "converted" linked to the new ticket, so the leads pipeline shows where the booking came from. They get a WhatsApp confirmation immediately.
Rate-limited on purpose
A signed-in customer can book at most 5 repairs per hour. Stops a curious or angry customer from spamming you with bookings. If they hit the cap, the form says "you’ve booked a few recently — give us a call if there are more" — gentle, not accusatory.