User Guide

RepairOps is designed around your team’s roles. Whether you’re managing the front desk, diagnosing devices, running quality checks, or overseeing the shop, this guide will walk you through your daily responsibilities.

RepairOps Dashboard with role-based workflow overview

Choose Your Role

Select your role below to learn the specific workflows tailored to your position:

Front Desk

Handle customer intake, check-in, appointments, and pickups. Manage customer relationships, build quotes, and process payments.

Key Tasks:

Create new tickets via the intake wizard
Build line-item estimates (parts + labor + services)
Process payments and generate receipts
Send quotes to customers for approval
Manage customer contact and status inquiries

Best For: Customer-facing staff, intake coordinators, receptionists

Technician

Investigate devices, log repairs, manage parts, and track time. Focus on diagnostics, repair execution, and work documentation.

Key Tasks:

Receive assigned repairs from the queue
Complete diagnostic checklists and upload evidence
Request parts and manage inventory
Log repair work, time tracking, and parts usage
Prepare devices for QC review

Best For: Repair technicians, diagnostics specialists, field service reps

Manager

Oversee shop operations, dispatch work, conduct quality reviews, and track team performance. Balance workload and maintain service standards.

Key Tasks:

Review new tickets and assign to technicians
Manage Kanban board and work assignments
Approve quotes and manage customer approvals
Conduct QC reviews and rework authorization
Monitor staff performance and presence
Review KPI dashboards and alert on delays

Best For: Shop owners, shift supervisors, operations managers

Customer Portal

Access your repair status, approve estimates, make payments, and download invoices — all via a secure token-based link.

Key Tasks:

Check ticket status and repair timeline
Review and approve/decline quotes
Authorize payments online
Download invoices and track history
Send messages to the shop team
Review system build recommendations (if available)

Best For: Customers of repair shops using RepairOps

Quick Reference

The Ticket Lifecycle

Every repair follows this flow:

INTAKE (Front Desk)
  ↓ (Manager triages)
TRIAGE
  ↓ (Tech investigates)
DIAGNOSTICS
  ↓ (Manager/Tech creates quote)
WAITING_APPROVAL (Customer approves)
  ↓
APPROVED → WAITING_ON_PARTS → IN_REPAIR
  ↓
QC_REVIEW (Manager/QC verifies)
  ├─ QC Pass → READY_FOR_PICKUP
  ├─ QC Fail → IN_REPAIR (rework)
  ↓
PICKED_UP (Front Desk collects)
  ↓
CLOSED (Complete!)

RepairOps Kanban board showing ticket columns by repair status

Role Permissions Matrix

Task	Front Desk	Technician	Manager	Customer
Create intake tickets	✓		✓
Triage & assign work			✓
Run diagnostics		✓
Build quotes	✓	✓	✓
Approve quotes				✓
Log repair work		✓	✓
Conduct QC reviews			✓
Process pickup & payment	✓		✓
Check ticket status				✓

Tips for Success

Follow the workflow. Each status exists for a reason. Don’t skip steps — they capture data that powers reports, audits, and decisions.
Upload evidence. Photos, checklists, and notes are worth their weight in gold. They protect you in disputes and help technicians learn.
Use the queue. Your assigned work appears in “My Queue” — start there each morning. Priority and turnaround time are tracked automatically.
Communicate early. If a device will take longer than expected, notify the customer via the portal or message. Surprises breed frustration.
Leverage the Kanban board. Managers: the board shows work in progress. Drag tickets left to right as work flows. Real-time updates keep everyone in sync.
Check your notifications. You control these in Settings → Notifications. Turn on alerts for items that matter to you (assignments, approvals, overdue flags).
Use the Knowledge Base. If your shop has set up a KB, search it before guessing. Repair tips, parts numbers, and troubleshooting steps are there for speed.

Common Questions

Q: What if I’m not sure what status a ticket should be in?

See the Ticket State Machine reference page. It lists all statuses, transitions, and role permissions.

Q: Can I undo a status change?

Not directly, but your shop manager can revert a ticket if needed. Talk to them before submitting a transition if you’re unsure.

Q: How do I send messages to customers?

Use the “Message Customer” button in the ticket view. Messages appear in their customer portal and are logged in the ticket timeline.

Q: What if a customer disputes a charge?

Document everything during repair: photos, findings, parts used, hours worked. All of this is in the ticket and visible to you and the customer.

Q: Can I work on multiple tickets at once?

Yes, you’ll see all your assigned work in “My Queue” and can switch between them. The system tracks hours per device, not per person-day.

Navigate by Scenario

You’re a new technician on your first day

Read Technician for the full workflow
Check your “My Queue” and open your first assigned ticket
Follow the diagnostics section step-by-step
Ask your manager if anything is unclear

You’re a manager handling a rushed customer

Check the ticket status on the Kanban board
See Manager under “Alerts & Expediting”
If the device needs priority, drag it to the front of the queue
Message the customer with a realistic timeline

You’re a customer checking your repair status

Click the link in the receipt or email (sent when intake was created)
Read Customer Portal for step-by-step navigation
You can approve the quote, ask questions, or check progress anytime

Support & Feedback

Can’t find what you need?

Detailed role guides: Choose your role above
Ticket workflows: See Ticket State Machine
Keyboard shortcuts: See Shortcuts
Glossary: See Terms
Email support: support@repairops.app
Community: community.repairops.app

Version: 1.0.0 Last Updated: March 2026