Questions repair shops ask before switching
BenchDocket is deliberately focused on physical device intake, repair work, customer decisions, and documented pickup.
Does BenchDocket replace my POS or accounting software?
No. BenchDocket is focused on physical repair intake, device history, repair documentation, approvals, testing, and pickup.
Does BenchDocket store customer device passwords?
The standard workflow intentionally does not store customer device passwords. Shops can record safer access arrangements instead.
What is BenchDocket designed for?
BenchDocket is built for businesses that physically receive customer devices for diagnosis, repair, testing, and return. It keeps the customer, device, ticket, condition, work history, approvals, and pickup record connected.
Does each device keep its history across multiple visits?
Yes. A device has its own permanent record, and every repair ticket for that device appears in its chronological history.
Can we document existing damage and accessories at intake?
Yes. Intake can include condition checklists, severity, notes, accessories, serial information, photos, customer comments, acknowledgment, and signature.
Can a customer approve a repair estimate without creating an account?
Yes. A shop can send a secure customer link where the customer can review the current estimate revision and approve it, decline it, or ask a question.
Can customers see technician-only notes?
No. Internal notes and customer-visible information are separated so technician notes are not shown through the customer portal.
Can we print QR tags for devices, bins, and customer claims?
Yes. Repair tickets can generate print-friendly tags with the ticket number and a QR code that helps authorized staff open the correct record quickly.
Can we track customer-supplied parts?
Yes. Shops can identify a part as customer supplied and document its condition, part information, photos, and any shop-defined acknowledgment terms.
Can BenchDocket track warranty callbacks or repeat repairs?
Yes. A new ticket can be linked to the earlier repair and marked as a possible warranty callback for manager review. BenchDocket records the relationship without making legal warranty decisions for the shop.
Can we document pickup by someone other than the customer?
Yes. Pickup records can identify the person receiving the device, whether ID was checked, the final condition, returned accessories, notes, signature, and pickup photos when enabled.
Does BenchDocket support different staff roles?
Yes. Owners, administrators, service managers, technicians, front desk staff, and viewers can be given different levels of access appropriate to their work.
Can one account manage more than one repair location?
Yes. BenchDocket supports multiple shop locations, with plan limits determining how many locations are available to an account.
Can our shop customize intake and testing checklists?
Yes. Shops can maintain reusable intake condition, accessory, diagnostic, and quality-control templates for different kinds of devices.
Can customers check repair status online?
Yes. The secure customer portal can show the ticket number, device, status, estimated completion, customer-visible notes, messages, approval requests, selected photos, and pickup readiness.
Does BenchDocket send ready-for-pickup reminders?
Yes. Shops can configure email reminders after a device is marked ready for pickup while keeping a communication history on the ticket.
Can we search by serial number, IMEI, ticket, phone number, or customer?
Yes. Global search is designed for front-counter use and can find records by customer details, ticket number, common device identifiers, model, asset tag, and part number.
Is BenchDocket a PSA, RMM, remote help desk, or full inventory system?
No. It is intentionally focused on physical repair workflows so the repair bench is not buried under unrelated enterprise features.
Can we keep a record of every meaningful repair action?
Yes. Technicians can record diagnostic work, repairs, cleaning, updates, data handling steps, customer contacts, time spent, related parts, photos, and outcomes in the ticket timeline.
Can we export reports?
Yes. Repair-focused reports can be reviewed on screen, printed, and exported to CSV for further analysis.
Does BenchDocket guarantee the outcome of a customer dispute?
No. BenchDocket helps the shop maintain organized records of condition, customer decisions, photos, signatures, repair work, and handoffs. Requirements and dispute outcomes can vary by jurisdiction and circumstances.