Service requests and drop-off scheduling
From the rider’s bike
to your shop’s work order.
Know what’s coming in before it reaches your stand. Riders request service in Trail Hits® or through a form on your website. Your team confirms the drop-off in Hub and turns the request into a work order with the bike and notes already there.
Start Free TrialOne bike. Both sides of the conversation.
This video follows the companion-app path: Erin’s Stumpjumper goes from a brake-service request to the shop’s reply, a confirmed drop-off, a Hub work order and Lightspeed WO #190.
How do I turn an online service request into a work order?
Use Trail Hits Hub to review the rider’s request, agree on a drop-off date and prepare the work order with the customer’s bike and concerns attached.
Example: A rider wants a Stumpjumper checked before selling it. The brakes need attention, and the shop needs to agree on when to bring it in.
Give the customer a way to request service
A connected rider can request service in the Trail Hits app. In Hub web, your shop can also configure a service-request form and embed it on your website or share its link. New customers enter their details and bike; submitting creates their free account. Returning customers sign in to select their bike.
Read the concern and reply from Hub
Open the request, review the bike and the customer’s notes, and ask any follow-up questions. Confirm the scope you will inspect before promising a repair or a completion time.
Agree on the drop-off date
Confirm the date with the customer. Hub’s Work Orders List shows the request under Expected drop-offs on that scheduled date. Expand a future date to see what is coming. Drop-off and repair completion are separate commitments.
Create the work order when your team is ready
Use Create WO to prepare the work or check the bike in when it arrives. The customer, bike and request notes carry over. A confirmed request does not by itself mean a work order has been created. Shops with the supported Lightspeed R-Series write workflow enabled can create the linked Lightspeed work order too.
What your shop gets: The technician starts with the customer’s original concern and a work order attached to the correct bike. The rider can see the confirmed drop-off date in the companion app.
Your website is another way in
Let customers request service from your website.
Set up your service-request form in Hub Web, then embed it on your shop’s website or share its link. New and returning customers can submit a request in their browser, and it arrives in your Hub Service Requests inbox.
Make the form yours
Choose the wording and fields your shop needs, including contact preferences and whether the bike has been serviced with you before.
Keep their bike connected
Returning customers sign in to select their bike. New customers enter their details and bike, and a free Trail Hits account is created when they submit the request.
Handle it in Hub
Review the request, reply to the customer and agree on a drop-off date through the same shop workflow.
Keep the request with the job.
The rider sends the request
From their bike in Trail Hits, the rider explains what needs attention and requests a drop-off date. Their bike and notes arrive together in Hub.
Your shop confirms the date
Read the request, review the bike’s component health, then confirm the drop-off or suggest another date. The rider sees the confirmed date in their app.
Plan ahead for the drop-off
In the Work Orders List view, confirmed requests appear under Expected drop-offs on their scheduled date. Future dates are visible before the day arrives.
Create the work order
When your team is ready, tap Create WO. Hub carries the customer, bike and request notes into the job. With Lightspeed connected, the linked Lightspeed work order is created too.
Companion apps, connected service
Their bike in Trail Hits.
Your team in Hub.
The free Trail Hits rider app is where customers keep their bikes, rides and maintenance history. It is also where they can request service from a connected shop and see the confirmed drop-off date.
Hub gives your team the shop side of that same request. The rider’s explanation stays with the bike as you prepare the job.
Explore the rider app →
See the drop-off before the day arrives.
A confirmed service request appears under Expected drop-offs on its scheduled date in Hub’s Work Orders List view. Expand a future date to see who is coming in.
Creating the work order is your team’s decision. Tap Create WO when you are ready to prepare the job or check the bike in. The customer, bike and request notes carry over.
A drop-off date tells the rider when to bring the bike. It is not a promise that the repair will be completed that day.
Start with useful bike context.
Read the customer’s concerns and review component health before inspecting the bike. Logged use and maintenance history help your team decide what to check.
Component health is an estimate based on recorded use. Your technician verifies wear and service needs through an inspection.
See inspections and estimates →Keep Lightspeed in the flow.
For shops with Lightspeed R-Series connected, creating the Hub job also creates its linked Lightspeed work order. In this demo, Hub returns WO #190 and carries Erin’s notes through.
The video shows the real sync result, from the loading state to the linked work-order number.
Explore work orders →Give the next service request a clear path.
Connect the rider’s request, the drop-off date and your team’s work order in Trail Hits® Hub.
Start Free Trial
Trail Hits® Hub
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