Help centre · Customers and keeping them
Sending a quick status update
Save a few lines, one photo, or a short MP4 on the ticket, send its private link through the customer conversation, and see when it was viewed and answered.
For service advisor, owner, manager, technician · checked against the product on 2026-09-23
Step 1: Open the ticket
Find Status updates on the order.
Step 2: Save the update
Write a title or a few lines, optionally choose one JPEG, PNG, WebP, or MP4, then press Save draft.
Step 3: Put it in the conversation
Press Send to phone. Torqix opens the existing customer composer with the private link ready; check the message and press Send there.
The ticket records Sent and Viewed in the shop's time zone. The customer's one reply appears on the same status-update card, so it is not hidden in another thread.
The private page is a plain customer-facing page, not a copy of the ticket. It shows the update title, your note, and the photo or video even when scripts are unavailable. The reply form works the same way without scripts: the customer writes one answer, sends it once, and then sees that the reply is finished rather than getting a second empty form.
The finished receipt is proof of a stored reply, not a word anybody can add to the link. A retry of the same submitted form records the reply once. Reusing that retry with changed words is refused and asks the customer to reload rather than filing two different answers under one send.
Viewed is the advisor's handoff signal. If it appears, the customer opened the update; if it does not, do not assume silence means agreement. Use that mark to decide whether the next useful step is a phone call, especially when work, timing, or safety needs an answer.
Torqix checks SMS consent again before creating the link, and the ordinary customer composer checks it again at the carrier boundary. Saving a draft never sends anything.