Customer Portal
Give your customers a window into their service.
A secure, branded place where your customers can see service history, pay invoices, approve quotes, view equipment and warranties, and message your team — without picking up the phone. They can even start a service request before they log in by scanning the QR code on the unit itself.
Included on Pro and Enterprise plans.
Why a customer portal pays for itself
Every minute your office spends on the phone telling a customer "yes, the tech is on the way" or "yes, here's the invoice again" is a minute not spent on real work. The portal turns those calls into self-service — and gives customers a better experience while it's at it.
Fewer status calls
Customers can see what's scheduled, what was done, and what's outstanding any time, on their own. Inbound "where are we" calls drop noticeably in the first month.
Faster payment
Invoices are visible the moment they're issued, with a one-click pay button. Same-day payment becomes the rule, not the exception.
Faster quote approvals
Customers approve or decline quotes online, with a digital signature. No more chasing email replies or waiting on a back-and-forth that stalls a job for a week.
The standout feature: scan the QR, submit a request
No app to install. No portal account required. The customer points their phone camera at the QR sticker on the misbehaving unit and gets a service-request form pre-tagged to that exact device. The request lands in your dispatch queue with the unit, the customer, and the property already linked. No other major HVAC platform offers this.
The "which unit is it?" phone call, replaced by a sticker.
Every unit you create in TuffOps gets a unique QR sticker. The same sticker your tech scans for service history is the one your customer scans to start a service request — same physical label, two access-controlled experiences served from the same URL.
Built with our HVAC contractor joint development partners to eliminate the dozens of weekly intake calls where the office spends three minutes figuring out which physical unit on which property the customer is calling about.
Read the feature story →- Customer scans the QR sticker on the unit with their phone camera.
- A short request form opens — pre-tagged to that unit, that customer, that property.
- They submit with a quick description and contact info. No login.
- The request lands in dispatch with the device and customer already linked.
- One click converts it to a work order assigned to a tech.
What else customers can do in the portal
Eight more built-in capabilities, available the day TuffOps goes live for your team — no extra setup, no third-party tools.
See every visit, ever
Customers see the full history of work done at their property — dates, technicians, line items, photos, and notes. Searchable, filterable, exportable.
View and pay invoices online
The moment an invoice is issued, the customer can see it and pay it with a card. Receipts are emailed automatically and reflected in your accounting in real time.
Equipment list with warranty status
Every unit you've installed or service is visible to the customer with install date, warranty expiration, last service, and recommended service intervals — so the customer knows what they own and what's due.
Approve or decline quotes online
Quotes show up in the portal with full line-item detail. Customers approve with a digital signature or decline with a reason — and the work order kicks off automatically on approval.
Request service from the portal too
Logged-in customers can request service from any unit on file with photos, preferred dates, and a description — useful when the request isn't tied to a single unit, or when the customer prefers to use the portal instead of the QR. Same dispatch queue as the QR flow.
Access documents and photos
Warranty cards, equipment manuals, before/after photos, signed work orders, compliance records — everything tied to the customer is one click away. No more "can you email me that PDF again?"
Message your team directly
Customers can message your office from the portal — no shared inboxes, no lost emails. Conversations are tied to the customer record and visible to dispatch and the assigned tech.
EPA & refrigerant compliance records
Commercial customers can view their own EPA Section 608 / AIM Act Part 84 records — leak rate calculations, repair verifications, and audit-ready documentation — directly from the portal. Major value-add for property managers and facility owners under regulatory scrutiny.
Included on Pro and Enterprise
The Customer Portal is built into TuffOps at no extra cost on the Pro and Enterprise tiers. Starter customers can upgrade any time. Branding, custom domains, and SSO options available on Enterprise.
Common questions
Do customers need to install anything?
No. The portal is web-based and works on any device — desktop, tablet, or phone. Customers receive an email invite with a secure login link.
Is the portal branded for my business?
The portal lives on your TuffOps subdomain (yourcompany.tuffops.com/portal) and uses your business name throughout. Enterprise customers get full branding control and the option of a custom domain.
Can a single customer manage multiple properties?
Yes. Customers with multiple service addresses see them all under one login, with the option to filter by property — useful for property managers, facility owners, and multi-location commercial customers.
How do customers pay invoices?
Online by card, processed through Stripe. Funds settle to your account on Stripe's standard schedule. The same payment infrastructure we use for in-field Tap to Pay.
What about customer privacy and data?
Customers only see their own records. Permissions are enforced at the data layer, not just the UI. See our Security overview for details.
How does the QR scan-to-request flow work?
Every unit you create in TuffOps has a unique QR code. Print and stick it on the equipment. When a tech scans it (authenticated), they get full service history and pending work orders. When the customer scans the same sticker (unauthenticated), they get a short service-request form pre-tagged to that exact unit — no login, no app, no exposure of any non-public info. The request lands in dispatch and converts to a work order in one click. Read the full breakdown.
Can a customer use the QR flow without ever creating a portal account?
Yes. The QR scan-to-request flow is intentionally unauthenticated for convenience. The customer doesn't need to sign up, log in, install anything, or even know your business's contact details — just aim a phone camera at the sticker on the unit. If they later want to see service history, invoices, or warranty status, they can accept a portal invite at any time.
Do my office staff need to do anything different?
No. The portal mirrors the same data your office is already managing in TuffOps — work orders, invoices, quotes, equipment records. There's nothing extra to maintain.
See the Customer Portal live
Book a 30-minute walkthrough and we'll show how the Customer Portal works alongside your dispatch, work orders, and invoicing — and what it would look like with your branding.
Book a demo