Customer tracking links
Every work order has its own web page a customer can open without logging in. It answers "is my mower ready yet?" so you don't have to.
Where to find the link
Open the work order → Details tab → Customer tracking link, and press Copy. Text it to the customer at drop-off — that's the moment they ask how to check on it.
The same link is attached automatically to status emails as a Track your repair button, so customers who get emails don't need you to send anything.
What the customer sees
- The work order number
- Their equipment — make, model, year
- The date you checked it in
- What they told you was wrong, in their words
- The current status, with a sentence explaining what it means
- Your shop name and phone number
Statuses are written for customers, not for you
Each status carries its own customer-facing sentence, separate from the name you see in the shop. You can reword any of them in Shop Settings → Work Orders → Status Manager.
Two statuses deliberately ignore your wording. Pending Manager Approval and Changes Requested both show a neutral "with our team for internal review" line instead. A customer doesn't need to know a job bounced back to the tech, and that's enforced on our servers rather than in the browser — so it holds even if someone goes looking.
When the link stops working
A link stays live while the job is open — indefinitely, because a machine waiting on parts for two months still needs tracking. It stops working 30 days after the job is closed.
After that, or if someone mistypes the link, the page says the link isn't active and suggests they get in touch. It says the same thing for a link that never existed, on purpose: telling a stranger "that one expired" confirms the job was real, which is more than a stranger needs to know.
Is it safe to forward?
Treat the link like the job ticket itself. Anyone holding it can see the status, the machine and the complaint — nothing financial, but it isn't nothing. The link is a long random code that can't be guessed, and it can't be edited to peek at a different job.
Common questions
The customer says the link doesn't work.
Check whether the job closed more than 30 days ago — that's usually it. Otherwise confirm they have the whole link; text messages sometimes break long URLs across lines and only part of it gets copied.
Can I turn tracking off for one customer?
Not per customer. Simply don't send the link — the page can't be found without it. If the job is genuinely private, mark it internal.
Does the page update on its own?
Yes. It reads the live status every time it's opened, so a customer who bookmarks it sees the current state whenever they check.