Front Desk Workflow

As the front-facing voice of your shop, you’re the first person customers meet and the last they see. Your role is critical to managing expectations, building quotes, and ensuring smooth customer experiences from intake through pickup.

Your Key Responsibilities

1. Intake: Collect customer info, device details, and issue description
2. Quotes: Build line-item estimates and send approval links
3. Payments: Process payments (cash, card, online)
4. Pickup: Verify customer identity, collect signatures, generate receipts
5. Communication: Answer status questions, update customers on progress

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Intake: Creating a New Ticket

The intake wizard is your main tool for starting repairs. It captures all the data needed to route and fix the device.

Step 1: Open the Intake Wizard

1. Click “New Ticket” (blue button, top-right corner)
2. Or go to Dashboard → Intake → “Start New Repair”

Step 2: Customer Information

Fill in the customer details (or search if they’re a returning customer):

• Name — Full name as you’ll use it in messages
• Phone — Primary contact number
• Email — For approval links and receipt delivery
• Address — Optional; helpful for delivery or follow-up

Tip: If the customer is in your system, search by name or phone. This skips the form and pre-fills their info. New customers? The system creates a record automatically.

Step 3: Device Information

Describe what’s being repaired:

• Device Type — e.g., “iPhone 14 Pro”, “Dell XPS 13 Laptop”, “Nintendo Switch”
• Serial/IMEI — Optional but helpful for tracking. You can take a photo of it later.
• Issue Category — Select from your shop’s categories (Phone Screen, Water Damage, Battery, etc.)
• Description — What brought them in? “Cracked screen”, “Won’t turn on”, “Dropped in water”

Step 4: Attach Photos

Photos are evidence. Customers see them later; technicians use them to prepare.

• Take a photo — Use your phone/tablet camera (if on-site)
• Upload a photo — Click “Choose File” to upload from your device
• Requirement: Minimum 2 photos. One should show the damage clearly.

Why? Photos protect you in disputes, help technicians diagnose faster, and let customers know you documented their concern.

Step 5: Consent & Agreement

• Check “I have obtained customer consent” — Confirms the customer agreed to the repair terms
• Optional: Add notes — “Customer in a rush, prefers call over email”, “High-value device, handle with care”

Step 6: Review & Create

Review the ticket summary and click “Create Ticket”.

The system will:

• Assign a unique ticket number (e.g., #REP-001)
• Generate a barcode/QR code (printed or displayed on a label)
• Move the ticket to INTAKE status
• Send the manager a notification (if configured)

Success! Your ticket is created. Hand the barcode sticker to the customer. When they pick up the device, they’ll use this code.

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Building Quotes and Estimates

Once the technician has diagnosed the device, they’ll notify you (or a manager) to build the quote. This is where you collect payment authorization.

The Quote Contains:

• Parts: Replacement parts needed (e.g., “iPhone 14 Screen - $80”)
• Labor: Technician hours (e.g., “2 hours @ $50/hr = $100”)
• Services: Add-ons like rush fees, diagnostics, or insurance

Step 1: Open the Ticket

1. Go to Dashboard → Kanban or Search
2. Find the ticket (search by name, phone, or ticket #)
3. Click to open the ticket detail view

Step 2: Add Line Items

Click “Add Quote Line Item” and fill in:

• Item Type — Select “Part”, “Labor”, or “Service”
• Description — “iPhone 14 Screen”, “Diagnostics”, “2-hour labor”
• Unit Price — Cost per unit
• Quantity — How many? (1 screen, 2 hours of labor, etc.)
• Total — Auto-calculated

Examples:

Item	Type	Description	Unit Price	Qty	Total
	Part	iPhone 14 Screen	$80.00	1	$80.00
	Labor	Technician labor (2 hrs)	$50.00	2	$100.00
	Service	Rush fee (same-day)	$25.00	1	$25.00
				Total:	$205.00

Tip: Your shop likely has a service catalog in Settings. Use those templates for speed. You can always customize pricing per ticket.

Step 3: Apply Discounts (Optional)

If the manager or owner approved a discount:

• Click “Add Discount”
• Enter amount or percentage (e.g., “$10 off” or “10% off”)
• Add a note (for audit trail): “Manager approved for loyal customer”

Step 4: Send to Customer

Click “Send Quote to Customer”.

The system will:

• Generate a unique approval link
• Email the customer with a link to the customer portal
• Show the quote summary and approve/decline buttons
• Move the ticket to WAITING_APPROVAL status

You can see when the customer opened the email and when they approved (or declined).

Important: The customer has 3 options:

• Approve — Ticket moves to APPROVED; repair begins
• Request Changes — They can ask for lower price or different parts
• Decline — If declined, you may void the ticket or renegotiate

Step 5: Follow Up

If the customer doesn’t respond within 24 hours:

1. Go to the ticket and click “Message Customer”
2. Send a friendly reminder: “Hi Jane, just checking in on your iPhone quote. Let me know if you have questions!”
3. Monitor the ticket status — it’ll show “Customer Response Pending”

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Processing Pickup and Payment

When the customer arrives to pick up, you’ll complete the repair and collect payment.

Step 1: Verify the Ticket is Ready

The ticket should be in READY_FOR_PICKUP status (meaning QC approved the device). If not, check with the manager — the device may still be in repair or QC.

Step 2: Verify Customer Identity

• Ask for ID (driver’s license, ID card, etc.)
• Scan or enter ID details (for audit purposes)
• Confirm their phone number matches the ticket

Step 3: Collect Payment

The customer can pay via:

Cash

• Count cash, confirm amount
• Enter in payment form: “Cash - $205.00”

Card (Debit/Credit)

• Use your shop’s card reader (Square, Stripe, etc.)
• Swipe or insert card
• Enter amount approved on quote
• Tip option (optional)

Online Payment (from Portal)

• Customer already paid via the portal when they approved the quote
• Your system shows it as paid
• Just confirm receipt

Invoice (Net-30)

• For repeat customers or commercial work
• Ticket shows “Unpaid” but allows pickup
• Invoice is emailed and due in 30 days

Pro Tip: Offer online payment during the quote phase. Many customers prefer to pay electronically, and it removes a step at pickup.

Step 4: Signature Capture

This is protection for you and the customer.

• Tablet: If you have a tablet, the customer signs on-screen
• Paper: Print the receipt, customer signs, store with ticket
• Digital: Some shops use a stylus or fingerprint

The signature confirms:

• They received the device in working condition
• They authorize the charges
• Any damage post-repair is their responsibility

Step 5: Generate and Deliver Receipt

Click “Complete Pickup”. The system will:

1. Generate PDF invoice with:

   • Line items (parts, labor, services)
   • Total, payment method, date/time
   • Your shop logo and contact info
   • Your shop’s return/warranty policy

2. Email receipt to the customer

3. Print receipt (optional) — Hand to customer

4. Move ticket to PICKED_UP status

5. Generate a QR code linking to a survey or review (optional)

The customer gets:

• A copy in their email (saved for records)
• A paper copy in hand
• A link to rate your shop (if enabled)

Important: Keep receipts on file for at least 1 year. They’re proof of service and protect you in disputes.

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Customer Communication

Customers want to know their device is safe and progressing. You’re their main point of contact.

Status Updates

In the Ticket:

• Click “Message Customer”
• Type your update: “Your iPhone is in diagnostics now. We’ll have a quote for you by 2 PM.”
• Message appears in their customer portal and via email

Use These Moments:

• When intake is complete: “Thanks for choosing us!”
• When quote is ready: “Here’s your estimate. Click the link to approve.”
• When repair is starting: “Work begins today. We’ll send you an update tomorrow.”
• When device is done: “Great news — your phone is ready for pickup!”

Answering Status Questions

Customers often call/email asking “Is it done yet?” Here’s how to help:

1. Search the ticket — Find by name, phone, or ticket #
2. Check the status — See where it is in the workflow
3. Share honestly — “It’s in diagnostics, should move to approval by end of day”
4. Offer a timeline — “Turnaround is usually 3-5 days; you’re on track”
5. Use the portal link — “You can also check anytime via the link we sent”

Tip: Train customers to check the portal first. It reduces support emails and empowers them.

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Managing Appointments and Walkins

If your shop uses the appointment booking feature:

Viewing the Calendar

1. Go to Dashboard → Calendar
2. See all scheduled appointments for this week
3. Time slots show which technicians are available
4. Color coding: Green = available, Red = booked

Scheduling an Appointment

• Customer calls or books online
• Click “New Appointment”
• Select date and time
• Choose service (Phone Screen, Diagnostics, etc.)
• Technician (or assign to available tech)
• Send confirmation email to customer

Handling Walkins

1. Create an intake ticket as normal
2. Click “Mark as Walkin” (vs. scheduled appointment)
3. Walkins don’t block a technician’s calendar but appear as “In-Queue”
4. Manager will triage and assign based on workload

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The Status Check Widget

If your shop offers a public status widget, customers can check repairs without logging into the portal.

How It Works

1. You hand them a receipt card with a QR code
2. They scan it on their phone (anytime, anywhere)
3. They see: device name, current status, estimated completion, last update
4. No login needed — it’s token-based and 90-day expiring

Your Role:

• Print receipt cards with the QR code (do this at pickup or via email)
• Tell customers: “Scan this QR code anytime to check progress”
• Ensure status updates are timely (manager’s job, but remind them)

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Troubleshooting & Tips

”Customer doesn’t remember their phone number”

• Ask an alternative: “What’s the phone number on their driver’s license?”
• Use email instead (search by email)
• Create a new record — you can link it to an existing customer later

”Technician said parts didn’t arrive yet”

• Ask when they’ll arrive: “When do you expect the screen?”
• Update the customer: “Parts are on backorder, arriving Friday. New timeline is Monday pickup.”
• Move ticket status if needed (e.g., WAITING_ON_PARTS → IN_REPAIR once parts arrive)

“Customer declined the quote; what now?”

• Option 1: Negotiate. Call the customer, ask if price is the issue, offer a discount (manager approval)
• Option 2: Suggest alternatives. “Can we do a refurbished screen instead for $60?”
• Option 3: Void and return device. Click “Void Ticket”, return the device, no charge

”I made a typo in the quote. Can I fix it?”

• If not yet approved: Click “Edit Quote”, correct the line item, re-send
• If already approved: Ask the customer to decline, you re-send corrected quote
• Never edit an approved quote directly — always resend for re-approval

”Customer left without paying; they said they’d pay later”

• Create an invoice (ticket remains PICKED_UP)
• Check the “Due Date” field (default 30 days)
• Email invoice to customer
• Track on your aging report (billing dashboard)
• Follow up in 14 days if unpaid

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Best Practices

1. Collect all contact info upfront. No guessing emails or phone numbers later.

2. Take photos of damage. Two minimum. Angle the device to show the issue clearly.

3. Be specific in descriptions. “Cracked screen” is good. “Shattered screen, bottom-right corner, hairline to edge” is better.

4. Send quotes quickly. Approve quotes same-day if possible. Delays kill momentum.

5. Update customers proactively. Don’t wait for them to ask. Regular updates build trust.

6. Keep notes clear. “Customer in a rush, prefers evening pickup” helps the tech and manager.

7. Use the message feature, not personal texts. It’s logged, searchable, and professional.

8. Confirm payment methods ahead of time. Ask at quote stage: “We take cash, card, or online payment. Which works for you?”

9. Print receipts; don’t just email. Physical receipts feel real and professional.

10. Offer a survey link at pickup. Reviews help your shop and take 30 seconds from the customer.

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Quick Reference: Ticket Statuses from Your Perspective

Status	What It Means	What You Do
INTAKE	Customer just checked in	Send to manager for triage
TRIAGE	Manager is assigning tech	Wait for tech to start diagnostics
DIAGNOSTICS	Tech is investigating	Prepare to build quote when tech is done
WAITING_APPROVAL	Quote sent to customer	Follow up if no response in 24h
APPROVED	Customer said yes	Notify tech; repair begins
WAITING_ON_PARTS	Tech is waiting for parts	Update customer with new ETA
IN_REPAIR	Tech is fixing it	No action needed yet
QC_REVIEW	Manager is verifying	No action needed yet
QC_FAILED	Quality issue found; rework needed	Update customer with new timeline
READY_FOR_PICKUP	Device is done and approved	Customer comes in; you process pickup
PICKED_UP	Customer left with device	Ticket is closed; archive if desired
CLOSED	Repair is complete	Done! Leave a review request
VOIDED	Ticket was cancelled	No action (archived)

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Support

• Questions about quotes? Ask your manager
• Unsure about a status? See Ticket State Machine
• How do I do X? Check Glossary or email support@repairops.app
• Keyboard shortcuts to work faster? See Shortcuts

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Version: 1.0.0 Last Updated: March 2026 Role: Front Desk, Receptionists, Intake Coordinators