Glossary
A reference of terms, abbreviations, and concepts used throughout RepairOps and its documentation.
Ticket Statuses
Section titled “Ticket Statuses”RepairOps tickets move through 13 statuses. See the State Machine reference for the full transition graph and gate requirements.
| Status | Definition |
|---|---|
| INTAKE | Initial state. Ticket has been created and is awaiting data collection (customer info, device details, photos, consent). |
| TRIAGE | A manager is reviewing the ticket, assessing priority, and assigning a technician. |
| DIAGNOSTICS | A technician is actively investigating the issue, running tests, and documenting findings. |
| WAITING_APPROVAL | A quote has been prepared and sent to the customer. The system is waiting for the customer to approve or decline. |
| APPROVED | The customer has approved the quote. The ticket is ready to proceed to repair or parts ordering. |
| WAITING_ON_PARTS | One or more parts have been ordered and the repair is on hold until they arrive. |
| IN_REPAIR | A technician is actively performing the repair. |
| QC_REVIEW | The repair is complete and a quality control inspector is reviewing the work before release. |
| QC_FAILED | The QC inspector found issues with the repair. The ticket returns to the technician for rework. |
| READY_FOR_PICKUP | The repair has passed QC and the device is ready for the customer to collect. |
| PICKED_UP | The customer has collected their device. Payment processing and invoice generation occur at this stage. |
| CLOSED | Terminal state. The ticket is fully complete — device returned, payment received, invoice generated. |
| VOIDED | Terminal state. The ticket was cancelled. A ticket can be voided from any non-terminal status. |
RepairOps defines 7 roles for team members. See the Permissions reference for the full access matrix.
| Role | Definition |
|---|---|
| OWNER | Organization-level administrator with full access to billing, settings, team management, and all features. |
| MANAGER | Shop-level administrator who handles triage, dispatch, QC oversight, and reporting. |
| FRONT_DESK | Customer-facing staff responsible for intake, quoting, approvals, payments, and pickup. |
| TECH | Repair technician who performs diagnostics, repairs, and parts tracking. |
| QC | Quality control inspector who reviews completed repairs and provides pass/fail decisions. |
| ACCOUNTING | Financial role with read-only access to reports, invoices, and payment records. |
| DISPATCHER | Assignment coordinator who views the ticket queue and assigns technicians to work orders. |
General Terms
Section titled “General Terms”AI Gateway — The RepairOps subsystem that routes AI requests to configured providers (OpenAI, Anthropic, Google). Supports both BYOK (bring your own key) and managed credits. Powers intake parsing, diagnostics help, voice-to-text, and more.
Approval Link — A unique URL sent to a customer that allows them to view a quote and approve or decline it without logging in. Links are scoped to a single ticket and expire after the quote is updated.
Audit Log — An append-only record of significant actions in the system. Every table change, status transition, secret access, and payment event is logged with the acting user, timestamp, and details.
Backstep — A reverse transition in the state machine. For example, moving a ticket from DIAGNOSTICS back to TRIAGE when the tech needs manager input. Backsteps are limited to specific transitions.
BuildCores — An open database of 31,000+ PC components (CPUs, GPUs, RAM, storage, cases, PSUs) used by the System Builder feature. Data syncs periodically from the BuildCores OpenDB.
BYOK — Bring Your Own Key. A mode where the shop provides their own API keys for AI providers (OpenAI, Anthropic, Google) instead of using RepairOps managed credits.
Credit (AI Credit) — A unit of AI usage in RepairOps. Each AI task consumes a set number of credits. Credits come from monthly plan allocations or purchased credit packs.
Customer Portal — A token-based interface where customers can view their ticket status, approve quotes, and see repair progress. Does not require a user account or password.
Device Identifier — A free-text field describing the device being repaired (e.g., “iPhone 14 Pro”, “Dell XPS 15 9530”, “Nintendo Switch OLED”).
Envelope Encryption — The encryption method used for secrets storage. Data is encrypted with AES-256-GCM using a data encryption key (DEK), and the DEK is protected by a key encryption key (KEK) stored in environment variables.
Exit Gate — See Gate.
Gate — A set of required conditions that must be met before a ticket can leave a specific status. For example, the INTAKE gate requires customer_id, device_identifier, consent_signed, and at least 2 photos. Gates enforce data quality throughout the workflow.
iFixit Guides — Step-by-step repair guides from iFixit.com, embedded directly in RepairOps. Techs can search guides, attach them to tickets, and receive AI-suggested guides based on the device and issue.
KB (Knowledge Base) — An internal wiki within RepairOps where shops can create, organize, and search articles about common repairs, procedures, and shop policies. Supports rich text, attachments, and AI-powered search via RAG.
KPI (Key Performance Indicator) — Metrics tracked on the analytics dashboard: revenue, throughput (tickets closed), average turnaround time, QC pass rate, customer satisfaction, and margins.
Managed Credits — AI credits provided by RepairOps as part of the AI Assist, AI Copilot, or Enterprise AI package. Shops use these credits without needing their own API keys.
Multi-tenant — The architecture where a single RepairOps instance serves multiple organizations, each with completely isolated data. Tenant isolation is enforced by row-level security at the database layer.
Org / Organization — The top-level entity in RepairOps. An organization contains one or more shops, team members, and all associated data (tickets, customers, inventory). Billing is per organization.
Outbox — An event queue used for reliable notification delivery. When a ticket transition or significant event occurs, a row is inserted into the outbox. A background worker picks up outbox events and delivers notifications (SMS, email, push, Slack).
POS (Point of Sale) — The RepairOps terminal for processing non-repair sales (accessories, parts, walk-in purchases). Includes cash drawer management, multiple payment methods, and daily reconciliation.
Plugin — An extension that adds functionality to RepairOps. Plugins range from free (label printing, basic integrations) to Pro-tier (Google Reviews, Time Clock, Appointment Booking).
QC (Quality Control) — The review step where a completed repair is inspected before releasing the device to the customer. QC staff run a checklist, collect evidence, and issue a pass or fail decision.
RAG (Retrieval-Augmented Generation) — The AI technique used by KB Chat. When a user asks a question, the system retrieves relevant knowledge base articles and provides them as context to the AI model, producing answers grounded in shop-specific knowledge.
RLS (Row-Level Security) — A Postgres feature that restricts which rows a user can access based on their identity and role. Every tenant-scoped table in RepairOps has RLS policies, ensuring one organization can never see another’s data.
SAML (Security Assertion Markup Language) — An authentication protocol used for enterprise SSO. Allows organizations to log into RepairOps using their existing identity provider (Okta, Azure AD, Google Workspace).
Service Catalog — A configurable list of standard repair services offered by a shop (e.g., “Screen Replacement — iPhone 14”, “Battery Replacement — MacBook Pro”). Catalog items have preset pricing and estimated durations.
Shop — A physical repair location belonging to an organization. Starter plans include 1 shop, Pro plans up to 5, and Enterprise plans unlimited. Each shop has its own inventory, displays, and ticket queue.
Shop Floor Display — A wall-mounted or countertop screen showing real-time ticket status for customers waiting in the shop. Authenticated via access token (no user session required).
SSO (Single Sign-On) — An authentication method where users sign in once through their company’s identity provider and gain access to RepairOps without a separate password. Available on Enterprise plans.
System Builder — A feature for designing custom PC builds. Uses the BuildCores component database (31K+ parts) with compatibility checking and AI-assisted recommendations. Builds can be shared with customers through the portal.
Transition — A change from one ticket status to another. Transitions are governed by the state machine graph (only certain from/to pairs are valid), role permissions (only certain roles can perform each transition), and gates (exit conditions must be met).
VOIDED — A terminal ticket status meaning the ticket was cancelled. Any non-terminal ticket can be voided. Only OWNERs and MANAGERs can void tickets. Voiding bypasses all exit gates.
Work Order — A synonym for ticket. Some repair industry terminology uses “work order” to describe a repair job. In RepairOps, these terms are interchangeable.
Webhook — An HTTP callback triggered when events occur in RepairOps (ticket created, status changed, payment processed). Available to Enterprise customers via the REST API.