Customer Portal — Shop Guide
The Customer Portal gives your customers a branded, self-service view of their service history, open estimates, upcoming appointments, and outstanding invoices. Customers can log in from any device using their phone number or email — no password required.
What the Customer Portal Offers
When a customer logs in they can:
View all their repair orders and estimates, grouped by vehicle
See inspection results and technician photos attached to any ticket
Approve or defer individual services on an open estimate, then authorize the shop to begin work
Track upcoming appointments
Pay outstanding invoices directly from the portal (if Text to Pay is enabled)
Review their full service history across all vehicles
The portal is accessed at https://svpro.app/portal.
Sending a Portal Link to a Customer
You can send a customer their portal link directly from any open ticket with a single click.
From a Ticket
Open the ticket in ServiceProfessional.
Locate the Send Portal Link button in the top-right of the ticket view.
Click it. A confirmation dialog will appear showing:
The customer's name
Their phone number on file
A pre-composed SMS message with your shop name, the vehicle, and the portal URL
[Image to re-upload: SendPortalLink.png — Send Portal Link button on ticket]
Review the message and click Send.
The customer receives a text message along the lines of:
[Shop Name]: Your 2019 Ford F-150 service update is ready. View details: https://svpro.app/portal
Requirement: The customer must have a phone listed as their preferred contact. If no phone is on file, you'll see a reminder to add one before the link can be sent.
Estimate Approval Workflow
When you create an estimate and send the customer a portal link, they can review each service and approve or defer it directly from their phone or computer. Here's what happens end-to-end:
Create an estimate as you normally would in ServiceProfessional, adding services, parts, and labor.
Send the portal link from the ticket (see above). You can also send customers a Magic Link via email from the Customer record.
The customer opens the portal, navigates to the estimate, and reviews each service. They tap Approve or Defer on each one.
Once all services have a decision, the customer taps Authorize Repairs at the bottom of the screen.
ServiceProfessional automatically converts the estimate to a Repair Order and stamps it with the customer's authorization timestamp.
If Auto-order catalog parts is enabled for your location (see below), any approved catalog parts will be automatically ordered via PO. Otherwise, your team receives a notification to review and order.
You will see the ticket type change from Estimate to Repair Order in your job board as soon as the customer authorizes — no manual step required.
Location Setting: Auto-Order Catalog Parts
When a customer authorizes an estimate through the portal, ServiceProfessional can optionally create and send purchase orders for catalog parts automatically.
To configure this:
Go to Settings → Locations and select your location.
Find the Catalog & Ordering section.
Toggle Auto-order catalog parts on customer authorization on or off.
Setting | Behavior |
|---|---|
On | A PO is created and emailed to the catalog vendor automatically when the customer taps Authorize |
Off | A notification is sent to your team to review the estimate and place the order manually |
Location Setting: Hide Part Details
Some shops prefer not to show manufacturer part numbers or supplier codes on customer-facing documents. You can control this per location:
Go to Settings → Locations and select your location.
Find the Invoice & Portal section.
Toggle Hide part details on invoice and portal.
When enabled, part line items in the portal (and on invoices) will show only the part description — not the part name, number, or supplier code.
Tips
The portal link in the SMS is a general portal URL, not a deep link to a specific ticket. Customers are directed to log in and will see all their tickets.
You can resend a portal link at any time — just click Send Portal Link again on the ticket.
Customers are authenticated using their phone number or email address already on file in ServiceProfessional. No account setup is required on your end.
The portal reflects real-time data. Any status changes, inspection results, or payment updates appear immediately.
Frequently Asked Questions
Do I need to set anything up to enable the Customer Portal?
The portal is always available at the portal URL. No location-specific toggle is required. The only prerequisite for sending portal links via SMS is having Revolution Payments (for SMS capability) configured, and the customer having a phone number on file.
Can customers make changes to their repair order through the portal?
No. Customers can only approve or defer services on estimates, and authorize work. They cannot add services, edit notes, or modify any other ticket data.
What if a customer clicks Defer on all services?
The authorization button will become active once all services have a status (approved or deferred). The customer can still tap Authorize, which converts the ticket to a Repair Order with all services marked as deferred. Your team can then follow up.
Can I see when a customer authorized an estimate?
Yes. The ticket record stores the authorization timestamp and the customer ID. This is visible in the ticket details.
Do customers need to create an account?
No. Authentication is passwordless — customers enter their phone number and receive a one-time SMS code, or enter their email and receive a magic link. No username or password is ever created.
What happens if the customer's number doesn't match what's in the system?
The portal login matches against the contact records in ServiceProfessional. If the customer uses a different number or email than the one on file, the portal will not find their record. Ask the customer to use the number or email your shop has on file, or update their record.