Your First Ticket

This guide walks you through every stage of a repair ticket in RepairOps, from check-in to completion.

Overview: The Repair Flow

Every ticket follows this path:

INTAKE → TRIAGE → DIAGNOSTICS → WAITING_APPROVAL
→ APPROVED → (WAITING_ON_PARTS) → IN_REPAIR → QC_REVIEW
→ READY_FOR_PICKUP → PICKED_UP → CLOSED

Some tickets skip steps (e.g., no parts needed = skip WAITING_ON_PARTS). All paths can be voided at any time.

---

Stage 1: INTAKE (Front Desk / Technician)

Purpose: Collect basic information about the customer and device.

Starting the Intake

1. Click “New Ticket” (or “Check In” on the dashboard)
2. You’ll see the Intake Form

Fill in Customer Info

• Customer Name — Full name (required)
• Phone Number — Best contact number (required)
• Email — For quotes and updates
• Address — Optional; useful for delivery services

Pro tip: RepairOps stores returning customers. If the name matches someone you’ve seen before, you’ll get a “returning customer” badge.

Collect Device Details

• Device Type — Select from dropdown: iPhone, MacBook, Samsung, Gaming Console, Laptop, Tablet, etc.
• Brand & Model — e.g., “iPhone 14 Pro Max”, “Dell XPS 15”
• Serial Number / IMEI — If available; helpful for insurance claims
• Password / PIN — Does the customer know it? (Impacts diagnostics)

Document the Issue

• Problem Description — What’s broken? Be specific. E.g., “Screen unresponsive in lower left corner”, not just “broken”
• When Did It Break? — This week? This month? Helps diagnose patterns
• Has It Been Dropped? — Relevant for physical damage assessment

Take Photos

1. Click “Add Photos”
2. Take 2+ photos (this is a gate requirement):
   • Show the full device
   • Show the damage/issue clearly
   • Show any water damage, dents, or cracks
3. Photos are stored in RepairOps and tied to the ticket permanently

Customer Consent

• Check the consent box — Confirms customer agrees to:
  • Your repair terms
  • Service charges
  • Data handling
  • Quote requirement before repair

Note: This is legally required. Some shops add custom consent text (e.g., “Device left for 45 days is considered abandoned”). Configure this in Settings → Legal.

Complete Intake

Click “Create Ticket”.

• Ticket is created with a unique ID: #REP-001, #REP-002, etc.
• Status: INTAKE
• A receipt is generated and can be emailed to the customer
• You’re now on the ticket detail page

---

Stage 2: TRIAGE (Manager)

Purpose: Assign the ticket to a technician and prioritize it.

Who Does Triage?

Usually a Manager, but the Owner can do it too. This prevents every customer from going to your best technician.

Start Triaging

1. Find the ticket on the Kanban board (left sidebar, click “Kanban”)
2. The ticket appears in the INTAKE column
3. Click the ticket card
4. Ticket detail panel opens

Assign a Technician

1. Click “Assign to Technician” (or drag the card to assign)
2. Select a technician from the dropdown (filters to users with TECH role)
3. Optional: Leave a note for the tech: e.g., “Customer has no password, may need data recovery”
4. Click “Confirm”

Set Priority (Optional)

• Urgent — Customer needs it ASAP (shows red indicator)
• Normal — Standard turnaround (default)
• Low — Can wait; batch with similar repairs

Move to Triage

1. Click “Move to Triage” button
2. Confirm the technician assignment
3. Status changes to TRIAGE
4. Technician is notified (push notification, email, or Slack depending on settings)

---

Stage 3: DIAGNOSTICS (Technician)

Purpose: Investigate the device, identify the problem, and document findings.

Technician’s Perspective

1. My Work dashboard shows “New assignment: iPhone Screen Repair”
2. Click the ticket or click “Start Work”
3. Ticket opens; status shows TRIAGE (awaiting your input)

Run Diagnostic Checklist

1. Click “Start Diagnostics”

2. RepairOps presents a role-specific checklist: - **Power Test** — Does it turn on? - **Screen Test** — Does it display correctly? - **Touch Test** — Does it respond to touch? - **Audio Test** — Speakers and mic working? - **Connectivity** — WiFi, Bluetooth, cellular? - **Physical Inspection** — Water damage, cracks, dents?

3. Check off items as you test them
4. For each failed item, add notes: e.g., “Screen cracked along right edge. Pressure doesn’t help. Likely LCD failure.”

Upload Evidence

Evidence photos strengthen your quote and prove the work needed.

1. Click “Add Evidence Photos”
2. Take close-ups of:
   • The broken component (screen, speaker, etc.)
   • Any water stains or corrosion
   • Opened internals if relevant
   • Comparison to a working device if helpful
3. Tag each photo: e.g., “Cracked LCD” or “Corrosion on logic board”

Document Findings

1. Click “Summary” section
2. Write a brief finding: e.g., “iPhone 14 display LCD is cracked. Digitizer unresponsive. Water stains on logic board suggest prior water exposure. Recommend screen replacement + inspection for corrosion damage.”
3. Estimate repair type:
   • Simple — Straightforward part replacement (30–60 min)
   • Standard — Moderate repair, some disassembly (1–3 hours)
   • Complex — Extensive work or unknowns (3+ hours)

Complete Diagnostics

1. Click “Complete Diagnostics” button
2. Confirm all required fields are filled (checklist + findings + photos)
3. Status changes to WAITING_APPROVAL
4. Next step: Create a quote

Gate requirement: Diagnostics cannot be completed without a diagnostic checklist, findings summary, and at least 1 evidence photo. This ensures thorough documentation.

---

Stage 4: WAITING_APPROVAL (Tech or Manager)

Purpose: Create a detailed quote and send it to the customer for approval.

Build the Quote

1. On the ticket, click “Build Quote”
2. The quote builder opens showing:
   • Labor Line Items — Hours × rate
   • Parts Line Items — What’s needed
   • Diagnostics — If charged (some shops include free diagnostics)

Add Parts

1. Click “Add Part”
2. Enter or search for the part:
   • Part Name — “iPhone 14 Display Assembly”
   • Cost to Shop — What you paid or wholesale cost (not shown to customer)
   • Price to Customer — What you charge them
   • Quantity — Usually 1
3. Click “Add”

Repeat for each part (screen, battery, adhesive, etc.).

Tip: Use your service catalog (created in setup) for pre-configured parts to speed this up.

Add Labor

1. Click “Add Labor”
2. Enter:
   • Description — “Screen replacement labor”
   • Hours — e.g., “1.5 hours”
   • Rate/Hour — Your standard labor rate (e.g., $60/hr)
   • Total is calculated automatically
3. Click “Add”

Repeat for each labor component (diagnostics, repair, testing, etc.).

Review Total

• Subtotal — Sum of parts + labor
• Tax — Calculated if you enabled sales tax in settings
• Total — What customer pays

Send Quote to Customer

1. Click “Send Quote”
2. RepairOps generates a quote PDF and sends an email to the customer with:
   • A secure link to view the quote
   • A big “I Approve” button
   • A link to message you with questions
3. Status changes to WAITING_APPROVAL

Customer Portal: Approve or Negotiate

The customer receives the quote email. They can:

1. Click “I Approve” — Authorizes you to repair

   • Status changes to APPROVED
   • Your team is notified
   • You can order parts or start repair

2. Request Changes — Customer clicks “Message” and asks questions (e.g., “Can you replace just the screen, not the battery?”)

   • You adjust the quote and send a revised version
   • Customer approves the revised quote

3. Decline — Customer chooses not to repair

   • Ticket can be voided or marked declined

Tip: Quotes expire after 7 days. If a customer doesn’t respond, you can resend the quote or call them.

---

Stage 5: APPROVED (Customer Approved)

Purpose: Prepare for repair. Order parts if needed, or start immediately.

Automatic After Approval

1. Status changes to APPROVED
2. Ticket moves to the APPROVED column on the Kanban board
3. Your team sees it’s green-lit for repair

Two Paths

Path A: Parts in Stock → Go directly to IN_REPAIR

• Click “Start Repair”
• Proceed to Stage 7

Path B: Waiting for Parts → Go to WAITING_ON_PARTS first

• Click “Order Parts”
• Add supplier, cost, ETA
• Status changes to WAITING_ON_PARTS
• When parts arrive, click “Parts Received” → IN_REPAIR

---

Stage 6: IN_REPAIR (Technician)

Purpose: Perform the repair and log all work.

Start the Repair

1. Technician clicks “Start Repair”
2. RepairOps starts a timer (optional; tracks labor)
3. Ticket is now in IN_REPAIR status

Log Work

As you work, log what you’re doing:

1. Click “Add Work Log Entry”

2. Timestamp is automatic

3. Enter:

   • What you did — e.g., “Removed screen, cleaned adhesive, installed new LCD”
   • Parts used — Select from inventory:
     • “iPhone 14 Display Assembly” (qty 1) — consumed from stock
     • Any adhesive, screws, tools you’re tracking
   • Time spent — e.g., “1.5 hours”
   • Notes — Any observations: e.g., “Found water stains on battery. Recommended customer for expanded inspection.”

4. Click “Log”

Repeat as you work through different stages of the repair.

Mark Parts Used

RepairOps tracks inventory. As you use parts:

1. Search for or select the part
2. Specify quantity
3. Part is marked as used and deducted from stock (if you’re using inventory tracking)

Testing & Verification

Before moving to QC, test the repair:

1. Create a Testing Log entry:
   • Power test — Device turns on
   • Display test — Screen shows images, no dead pixels
   • Touch test — Screen responds correctly
   • Everything working?
2. If issues found, log them and continue repairs

Complete Repair

When the repair is done:

1. Click “Send to QC”
2. Optionally add a note: e.g., “Ready for QC verification. All tests passed.”
3. Status changes to QC_REVIEW
4. QC specialist is notified

---

Stage 7: QC_REVIEW (QC Specialist)

Purpose: Verify the repair meets quality standards before handoff to customer.

QC Specialist’s Role

1. QC specialist sees the ticket in the QC_REVIEW column
2. Clicks the ticket to open it
3. Reviews:
   • Repair logs (what was done)
   • Parts used
   • Testing results
   • Before/after photos

Run QC Checklist

1. Click “Start QC Review”

2. RepairOps presents the QC checklist (role-specific): - **Power Test** — Does it turn on reliably? - **Screen Test** — Full display, no dead pixels or discoloration? - **Touch Test** — Accurate and responsive? - **Audio Test** — All speakers and mics work? - **Connectivity** — WiFi, Bluetooth, cellular? - **Physical Inspection** — Clean, properly assembled, no stickers/adhesive? - **Cosmetic** — No scratches, fingerprints, or damage introduced during repair?

3. Check off each item as you verify
4. Take QC evidence photos showing the device in working state

QC Decision

Option 1: Pass (All checks OK)

• Click “QC Pass”
• Status changes to READY_FOR_PICKUP
• Device is ready for customer handoff

Option 2: Fail (Issues found)

• Click “QC Fail”
• Add details: e.g., “Screen has dead pixel in top-right corner. Recommend replacement.”
• Status returns to IN_REPAIR
• Tech is notified and reworks the repair
• Once done, tech sends back to QC
• Repeat until QC passes

Gate requirement: QC cannot pass without completing the QC checklist, adding evidence photos, and documenting the outcome.

---

Stage 8: READY_FOR_PICKUP (Customer Collection)

Purpose: Prepare for customer to collect the device.

What Happens Automatically

1. Device is marked READY_FOR_PICKUP
2. Customer is notified (email): “Your [device] is ready! Pick it up at [shop address].”
3. Ticket appears in the READY_FOR_PICKUP column
4. Invoice is generated (can be printed or emailed)

When Customer Arrives

1. Front desk or manager clicks on the ticket
2. Click “Process Pickup”

3. Fill in: - **Payment Method** — Cash, card, check, or invoice link - **Amount Received** — Confirm total paid - **Signature** — If using a tablet, customer signs on screen. If paper, you can upload a photo of their signature.

Capture Signature

1. Click “Capture Signature”
2. If on tablet/iPad: customer signs directly
3. If on desktop: you can print the receipt and have them sign, then upload a photo
4. Once signature is captured, click “Confirm Pickup”

Issue Invoice & Receipt

1. RepairOps auto-generates the invoice with:

   • All line items (parts, labor)
   • Total cost
   • Payment method (what was used)
   • Signature proof

2. Offer options:

   • Email Invoice — Sends to customer email
   • Print Receipt — For cash/check customers
   • Both

3. Click “Complete Pickup”

   • Status changes to PICKED_UP
   • Payment is recorded
   • Ticket is marked complete

---

Stage 9: CLOSED (Final)

Purpose: Archive and complete the ticket.

Auto-Close or Manual

Option 1: Auto-Close (Recommended)

• After pickup, RepairOps automatically moves to PICKED_UP
• Ticket is archived after 30 days (or configurable retention period)

Option 2: Manual Close

• Click “Close Ticket” after pickup is processed
• Status changes to CLOSED
• Ticket is archived immediately

What’s Recorded

The closed ticket includes:

• Intake details — Customer, device, issue
• All work logs — What was repaired, parts used, time
• QC results — Verification checklist and evidence
• Invoice — Cost breakdown and payment proof
• Signature — Customer acceptance
• Timeline — When each stage started/ended

This history is kept for:

• Warranty claims — “Did we repair the screen on 3/5?”
• Disputes — Proof of what was done and paid
• Analytics — Turnaround time, technician performance, revenue
• Compliance — Audit trail for regulations

---

Common Scenarios

Scenario 1: Customer Changes Mind

Device in WAITING_APPROVAL, customer decides not to repair:

1. Click “Void Ticket”
2. Reason: “Customer declined”
3. Status: VOIDED
4. No payment required
5. Ticket archived; device returned to customer

Scenario 2: Additional Issues Found

Tech starts repair, finds other damage (not in original quote):

1. Tech adds a note in the work log: “Found water damage to battery connector; recommend replacement”
2. Tech clicks “Request Price Approval”
3. Manager or tech creates a revised quote for the additional work
4. Send new quote to customer (same approval process)
5. Customer approves or declines the added work
6. Continue repair if approved

Scenario 3: Parts Take Longer

Parts were supposed to arrive in 3 days, but delayed 2 weeks:

1. Ticket is in WAITING_ON_PARTS
2. Click “Update ETA” — Push the expected date forward
3. Or click “Cancel Order” — Find alternative supplier or cancel repair (refund customer)

Scenario 4: Device Left Uncollected

30 days pass, customer hasn’t picked up:

1. RepairOps alerts you at 25 days: “Device ready for 25 days. Consider contacting customer.”
2. Send reminder: “Your device is ready at [shop]. Please pick it up by [date].”
3. After 45 days (configurable), mark device as “Abandoned”
   • Charge storage fee (if applicable)
   • Document in ticket
   • Per your shop’s policy, donate, recycle, or sell device

---

Tips for Smooth Workflow

✓ Take photos at every stage — Protects you in disputes

✓ Document thoroughly in diagnostics — Prevents “Why did you charge that?” questions

✓ Use pre-built quotes — Set up common repairs (screen = $150 + labor) to speed quotes

✓ Communicate early — If you find unexpected damage, tell customer immediately. Don’t surprise them at pickup.

✓ Test before QC — Have the tech do full testing before handing to QC to reduce rework

✓ Capture signatures — Digital signature on tablet or photo of paper signature protects your shop

✓ Archive notes — Close tickets promptly so your Kanban board stays clear and fast

---

Next Steps

• Team Setup — Assign roles so each person knows their stage
• Plans and Billing — Explore features like SMS reminders, appointment booking, etc.
• User Guide by Role — Deep dive into workflows for your specific role

Questions? Check Frequently Asked Questions or email support@repairops.app.