Overview

The Customers module is your central hub for managing all customer information. Every ticket, invoice, and asset is linked to a customer record, making it easy to view their complete history with your shop.

Customer List View

The customer list displays all your customers with quick access to their information. You can search, filter, and sort to find any customer quickly.

Search and Filtering

Use the search bar to find customers by:

• Name - First name, last name, or business name
• Phone Number - Any phone number on file
• Email Address - Customer email

Additional filtering options include:

• Location Filter - Filter customers by location (if multiple locations are configured)
• Archive Status - View Active Customers, All Customers, or Archived Only

List Columns

The customer table displays the following columns. Columns are sortable and can be reordered by dragging and dropping. The table header remains sticky when scrolling.

Column	Description
Name/Business	Customer name with business name displayed below (if applicable)
Contact	Email address and phone number
Active Tickets	Number of open/active tickets for this customer
Estimates	Number of estimates for this customer
Invoices	Number of invoices for this customer
Equipment	Number of assets/devices registered to this customer
Created	Date the customer record was created
Referral	How the customer heard about your business
Referred	Number of customers this customer has referred
Actions	Quick action buttons for the customer

Needs Attention Section

Customers that require attention (such as those with incomplete information) are highlighted in a special "Needs Attention" section at the top of the customer list with a distinctive amber background.

Quick Add Customer

A collapsible "Quick Add Customer" form is available at the top of the Customers page for rapidly creating new customer records without leaving the page. This form includes essential fields and options to create a customer, create a customer and immediately start a ticket, or create a customer and immediately start an invoice.

Adding a New Customer

Create customer records when new customers bring in repairs, or add them ahead of time for scheduled appointments.

Step-by-Step: Adding a Customer

Required Fields Summary

Field	Required	Notes
First Name	Yes	Customer's given name
Last Name	Yes	Customer's family name
Email	Yes	Used for invoices and notifications
Phone	Yes	At least one phone number required with type (Mobile/Home/Work)
Referral Source	Yes	How the customer heard about your business
Business Name	No	For commercial accounts
Address	No	Street, City, State, ZIP, Gate Code

Customer Detail View

Click any customer to open their detail modal, which shows all information organized into tabs.

Modal Tabs

The customer detail modal is organized into the following tabs:

• Information - Basic contact info, referral information, address, customer settings, and the Store Credit section
• Tickets - All repair tickets for this customer
• Projects - Projects linked to this customer
• Invoices - All invoices for this customer
• Estimates - All estimates for this customer
• Contacts - Additional contact persons associated with this customer
• Custom Fields - Custom fields configured for your organization
• Assets - Devices and equipment registered to this customer, organized into folders
• Payments - The customer's payment history ledger
• Credentials - Stored login credentials and passwords, saved encrypted, with active and archived lists
• Documentation - Notes and documentation for this customer

Information Tab

The Information tab contains:

• Basic Info - First name, last name, business name, email, phone numbers with types and extensions
• Referral Information - How the customer found your business, with options like Google, Facebook, Friend/Family, Previous Customer, Advertisement, Yelp, Walk-in, or Other
• Address Information - Street address, address line 2, city, state/country, ZIP/postal code, gate code
• Customer Settings - Tax rate, tax free status, portal user, SMS service, billing emails, marketing emails, ticket notifications
• Additional Notes - Internal notes about the customer

RMM Installer

From the customer view, you can generate RMM (Remote Monitoring and Management) installers to enroll the customer's devices in monitoring. A modal lets you pick a maintenance plan, choose where new devices land in the customer's asset folder tree, and answer the customer's optional cloud backup question (opt-in applies only to devices enrolled with that installer). RAD Repairs then produces a customer-bound installer download or a PowerShell deployment script. See the RMM & Monitoring documentation for details.

Contacts Tab

The Contacts tab lets you add extra contact people to a customer — for example a billing contact, an office manager, or a second decision-maker — each with their own name, email, phone, and mobile. The customer record itself remains the primary contact; these are additional people.

Each contact can be notified alongside the primary customer. In the contact form, turn on any of the following (a separate copy is sent to that contact):

• Ticket emails - status updates and other ticket notifications
• Ticket SMS - text notifications on ticket updates
• Invoice emails & receipts - invoices sent and payment receipts
• Invoice & payment SMS - text notifications for invoices and payments

Email options require an email address on the contact; SMS options require a mobile or phone number. A contact's opt-ins are independent of the primary customer's preferences — so you can, for example, text a billing contact about invoices even if the main customer has SMS turned off.

Customer Assets Tracking

Keep track of all devices and equipment owned by each customer. When a customer brings in a device, it can be added to their asset list for future reference.

Asset Information Stored

• Device Name / Friendly Name - What you and the customer call the machine
• Make/Brand and Model - Manufacturer (Dell, HP, Apple, etc.) and model
• Color and Serial Number - For identification at check-in and pickup
• Operating System and Device Password - So technicians can get in without asking twice
• Purchase Date and Warranty Expiry - For warranty tracking
• Notes - Specs, configurations, special instructions

Asset Folders and Policies

The customer's Assets tab organizes devices into a folder tree. You can create folders (for example "Front Office" and "Warehouse"), move assets between them, and assign RMM policies at the customer or folder level - assets inherit the policy of their containing folder unless they have their own.

Benefits of Asset Tracking

• Quickly select existing assets when creating tickets
• View complete service history per device
• Track warranty status and purchase dates
• Store device-specific notes and configurations
• Enable RMM monitoring on managed devices

Learn more about asset management in the Assets documentation.

Store Credit

Every customer has a store credit balance that can be applied to their invoices. Credit can come from several sources:

Credit Sources

Source	Description
Manual Addition	Credit added by staff for any reason (goodwill, promotions, prepayment)
Refund	When refunding an invoice you can choose to issue the refund as store credit instead of returning money
Adjustment	Corrections to the balance
Referral Credit	Automatic reward added when a new customer names this customer as their referrer (when referral credits are enabled in Admin Settings; a thank-you email is sent and credits can be set to expire)

Managing Credits

Communication Preferences

Customer communication preferences are managed with the toggle switches in the Customer Settings section of the customer detail modal. Open a customer and scroll to Customer Settings to change them.

Available Preferences

Verbal Opt-In Workflow

Due to regulatory requirements under the Telephone Consumer Protection Act (TCPA) and U.S. carrier messaging policies, prior express consent is required before sending SMS messages.

RAD Repairs provides SMS functionality to business tenants. We do not contact end users directly.

During account setup or customer onboarding, the tenant enables communication preferences, including:

• Enable Portal User - Allow the customer to access the customer portal
• SMS Service Enabled - Receive text message updates (if SMS is configured)
• Receive Billing Emails - Receive billing-related email notifications
• Marketing Emails - Opt-in for promotional communications
• Ticket Email Notifications - Receive email updates about ticket status changes

If SMS Service Enabled is selected, the tenant must obtain verbal consent before sending SMS messages using the following script:

“By providing your phone number, you agree to receive text messages from [Business Name] regarding service updates and account notifications. Message frequency varies. Message and data rates may apply. Reply STOP to unsubscribe or HELP for assistance.”

The customer must verbally agree before SMS messaging begins. Consent is documented in the tenant’s CRM and retained for compliance purposes. Our platform enforces automatic STOP and HELP keyword handling. Messaging is transactional in nature. No purchased lists or cold messaging are permitted.

Importing Customers from Another System

If you are switching from another repair shop platform, RAD Repairs can import your existing customers (along with tickets, estimates, and invoices) from:

• Syncro MSP - Enter your Syncro subdomain and API token to run a one-time import. You can also enable ongoing sync to push new records to Syncro during your transition
• RepairDesk - Enter your RepairDesk API key to import your data

Both imports are available during the Welcome Wizard on first login, and later from the App Center. Imports can be re-run safely - existing records are matched rather than duplicated.

Frequently Asked Questions