Team Setup & Roles

Learn how to invite team members, assign roles, and organize your shop.

Understanding Roles

RepairOps has 7 core roles. Each has specific permissions for the workflow stages. Here’s what each role can do:

OWNER

You — Full control of the organization.

Permissions:

• Create and manage shops (Starter: 1 shop, Pro: unlimited, Enterprise: unlimited)
• Invite, remove, and manage all team members
• Assign and change roles
• Access billing and subscription settings
• View all organization reports and analytics
• Approve all tickets and quotes
• Can perform any action (triage, repair, QC, etc.)

Who: Shop owner or head manager. Usually 1–2 people per organization.

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MANAGER

Oversight and coordination. TRIAGE decisions.

Permissions:

• Triage tickets (assign technicians, set priority)
• Approve all quotes and estimates
• Oversee technicians’ work (view their tickets, progress)
• Manage shop settings (addresses, hours, services)
• Create and manage staff schedules
• View shop-level reports (team productivity, revenue)
• Can void any ticket
• Can make all ticket status changes except tech-specific ones (repair, diagnostics)

Who: A lead technician or operations manager. Usually 1 person per shop.

Cannot do: Tech-specific repair work, QC testing, accounting/payments.

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FRONT_DESK

Customer-facing intake and communication.

Permissions:

• Create new tickets (check-in)
• Collect customer information and device photos
• Move tickets to INTAKE → TRIAGE
• Process pickups (capture payment, signature, issue receipt)
• Send quotes to customers
• Move tickets to READY_FOR_PICKUP and PICKED_UP
• Answer status check calls: “Is my phone ready?”
• Can void any ticket

Who: Receptionist, office manager, or customer service person. Usually 1–2 per shop.

Cannot do: Technical diagnostics, repair work, quality checks, create quotes (managers/techs do that).

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TECHNICIAN

Repair work and diagnostics. The core workflow.

Permissions:

• Receive tickets assigned by manager
• Run diagnostics and document findings
• Create quotes (but manager approves before sending)
• Perform repairs and log work
• Manage parts inventory (what’s used)
• Move tickets through DIAGNOSTICS → IN_REPAIR → QC_REVIEW
• View their own work and productivity

Who: All repair technicians. Can have many per shop.

Cannot do: Triage (manager does), final QC approval, void tickets, change other people’s work, access billing.

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QC

Quality verification. Final check before customer gets device.

Permissions:

• Review work in QC_REVIEW status
• Run verification checklists
• Pass or fail repairs
• Return tickets to IN_REPAIR if issues found
• Move to READY_FOR_PICKUP once passing
• View QC history and pass rates

Who: Dedicated QC specialist or experienced technician. Usually 1–2 per shop.

Cannot do: Perform repairs, triage, void tickets, access billing.

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DISPATCHER

Work scheduling and team coordination.

Permissions:

• View all open tickets and work queue
• Assign technicians to appointments (if booking enabled)
• View technician availability and schedules
• Manage appointment slots (Pro feature)
• Send notifications to team about pending work
• View team schedules and coordination tools

Who: Operations coordinator or manager’s assistant. Optional; manager can do this.

Cannot do: Create or modify tickets, perform work, access billing.

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ACCOUNTING

Payments, invoices, and financial records.

Permissions:

• View all closed tickets with payment info
• Record payments (cash, check, card)
• Generate invoices and receipts
• View financial reports (revenue, payment methods)
• Export transaction data
• Record refunds and adjustments

Who: Finance person or shop manager handling money. Usually 1 person.

Cannot do: Create or move tickets, repair work, void tickets.

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Recommended Team Structure

Solo Shop (You + 1 Technician)

Name	Role	Responsibilities
You	OWNER + MANAGER	Triage, quotes, oversight, billing
Tech	TECHNICIAN	Diagnostics, repair, QC

In this setup:

• You do intake (FRONT_DESK duties) or have customer do it online
• You handle all quotes and approvals
• Technician does all repair and testing work
• You both could do QC or bring in a part-timer

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Medium Shop (4–6 People)

Name	Role
You	OWNER
Manager	MANAGER
Front Desk	FRONT_DESK
Tech 1	TECHNICIAN
Tech 2	TECHNICIAN
QC Specialist	QC

In this setup:

• You oversee strategy; manager runs day-to-day
• Front desk handles all customer intake and pickups
• Each tech handles repair work independently
• QC specialist verifies all work before pickup
• Manager triages and approves quotes

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Multi-Shop Enterprise (10+ People)

Name	Role	Shop
You	OWNER	Organization-wide
Shop Manager 1	MANAGER	Main Location
Shop Manager 2	MANAGER	Downtown Location
Tech 1, 2, 3	TECHNICIAN	Main Location
Tech 4, 5	TECHNICIAN	Downtown Location
QC 1	QC	Main Location
QC 2	QC	Downtown Location
Front Desk 1, 2	FRONT_DESK	Main Location
Front Desk 3	FRONT_DESK	Downtown Location
Dispatcher	DISPATCHER	Organization-wide
Accountant	ACCOUNTING	Organization-wide

In this setup:

• Each shop has its own manager, techs, and QC
• Dispatcher coordinates across both shops
• Accountant handles all billing for both locations
• Organization-level analytics show combined performance

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Inviting Team Members

Step 1: Go to Team Settings

1. Click Settings (gear icon, top right)
2. Click Team in the left sidebar
3. Click “Invite Team Member” button

Step 2: Enter Their Email

1. Email Address — Their work email (e.g., “john@shop.com”)
2. This is how they’ll receive the invite link

Step 3: Assign Role

1. Click the Role dropdown
2. Select their role (see role descriptions above)
3. If you’re unsure, TECHNICIAN is the safest default — you can change it anytime

Step 4: (Optional) Add to Specific Shops

If you have multiple shops (Pro or Enterprise tier):

1. Check which shops they should access
2. Uncheck shops they shouldn’t see (e.g., don’t give Downtown Front Desk access to Main Location inventory)
3. By default, all shops are selected

Step 5: Send Invite

Click “Send Invite”.

• Email is sent to their address with a magic-link login
• They have 7 days to accept
• Once they accept, they can start working immediately

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Managing Team Members

View All Team Members

Settings → Team

You’ll see a list showing:

• Name
• Role(s)
• Shops they can access
• Date invited / joined
• Status (active, pending invite, suspended)

Change Someone’s Role

1. Click on their name in the team list
2. Click “Edit Role”
3. Select new role
4. Click “Save”

Changes take effect immediately. They’ll see new permissions next time they log in.

Add Someone to Additional Shops

1. Click on their name
2. Click “Edit Shops”
3. Check boxes for shops to add them to
4. Click “Save”

Remove a Team Member

1. Click on their name
2. Click “Remove from Team”
3. Confirm

Once removed:

• They can no longer log in
• Their past work remains (for history)
• Outstanding tickets reassigned to another tech (if applicable)
• They get a notification that access has ended

Note: You can’t remove yourself. If you need to leave, transfer OWNER role to another manager first, then ask them to remove you.

Suspend & Reactivate

If someone goes on leave:

1. Click on their name
2. Click “Suspend”
3. They can’t log in during suspension
4. Click “Reactivate” when they return

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Permission Matrix (Quick Reference)

Action	OWNER	MANAGER	FRONT_DESK	TECH	QC	ACCOUNTING	DISPATCHER
Create Ticket (INTAKE)	✓	✓	✓	✓
Triage (assign tech)	✓	✓
Diagnostics	✓	✓		✓
Create Quote	✓	✓	✓	✓
Approve Quote	✓	✓	✓
Repair Work	✓	✓		✓
QC Review	✓	✓			✓
Process Pickup	✓	✓	✓
Record Payment	✓	✓				✓
View Reports	✓	✓				✓	✓
Manage Billing	✓
Manage Team	✓
Void Ticket	✓	✓	✓

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Multi-Shop Organization

If you have multiple shops (requires Pro tier or above):

Create a New Shop

1. Settings → Shops
2. Click “Add Location”
3. Enter:
   • Shop name (e.g., “Downtown Location”)
   • Address
   • Phone
   • Hours
   • Service categories
4. Click “Create Shop”

Assign Staff to Shops

1. Settings → Team
2. Click on team member
3. Click “Edit Shops”
4. Check/uncheck which shops they work at
5. Save

Example:

• Main Location: John (TECH), Sarah (FRONT_DESK), Lisa (QC)
• Downtown: Mike (TECH), Lisa (QC), Tom (MANAGER)

Lisa works both locations and can see/work tickets at both.

View Stats by Shop

1. Reports → By Shop
2. See revenue, turnaround time, technician productivity per location

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Role-Specific Dashboards

Once you’ve set up your team, each person sees a dashboard tailored to their role:

MANAGER Dashboard

• Triage queue (new tickets waiting for tech assignment)
• Team productivity (who’s got capacity?)
• Quote approvals pending
• QC pass rate
• Revenue this month

TECHNICIAN Dashboard

• My Work (tickets assigned to me)
• Upcoming appointments
• Inventory (parts in stock)
• My productivity (tickets completed, hours worked)

FRONT_DESK Dashboard

• New tickets (check-ins to process)
• Pickup queue (ready for customer collection)
• Customer communications (messages, status checks)
• Receipt/invoice printing

QC Dashboard

• QC Review queue (ready for testing)
• QC history (passes and failures this week)
• Rework rate (how often you fail work?)

DISPATCHER Dashboard

• All open tickets (high-level view)
• Team availability
• Appointment schedule
• Coordination notes

ACCOUNTING Dashboard

• Closed tickets (with payment status)
• Revenue summary
• Payment methods breakdown
• Refunds and adjustments

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Best Practices for Team Setup

1. Principle of Least Privilege

• Give each person the minimum role they need
• Avoid giving everyone MANAGER or OWNER role
• If unsure, start with basic role; upgrade if needed

2. Clear Role Ownership

• One person should be the MANAGER (clear chain of command)
• Each stage should have clear ownership:
  • FRONT_DESK: intake & pickup
  • TECH: repair & diagnostics
  • QC: verification
  • MANAGER: oversight & approval

3. Cross-Training

• Train 2 people in each critical role (TECH, FRONT_DESK)
• Prevents bottlenecks when someone’s sick or on vacation

4. Monitor Role Creep

• Periodically review who has what permissions
• Remove permissions when someone changes roles
• Document your team structure in a shared spreadsheet

5. Communication

• When you change someone’s role, tell them what changed
• Example: “I’ve added QC permission so you can verify work. No other changes.”
• Some may not notice permission changes

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Troubleshooting

Q: A technician can’t see their assigned ticket.

• Check: Are they assigned to the ticket? (Manager must assign in triage)
• Check: Do they have TECHNICIAN role? (Settings → Team → Role)
• Check: Are they assigned to this shop? (Settings → Team → Shops)

Q: I changed someone’s role, but they still see old permissions.

• They need to log out and log back in for new permissions to take effect
• Or ask them to refresh the page (Cmd+R or Ctrl+R)

Q: Can I have multiple managers?

• Yes! Have multiple MANAGER roles for different shops or responsibilities
• Be clear about who decides what to avoid conflicts

Q: Can I have multiple owners?

• Yes, but be careful. Owners can change billing, remove people, and access all data
• Use if you have a co-founder or trusted partner

Q: What if someone shouldn’t see certain shops?

• Edit their shops: Settings → Team → click their name → uncheck shops
• They’ll see only their assigned shops in the Kanban, reports, etc.

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Next Steps

• Your First Ticket — Now that your team is set up, create a ticket together
• User Guide by Role — Share role-specific guides with your team
• Plans and Billing — Check how many users each plan includes

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Ready to invite your team? Go to Settings → Team and click “Invite Team Member”.