Repair tickets

🎬 Tour videos: Lead → Ticket · The repair ticket

Tickets live under Repairs → Tickets (/admin/tickets.php). A ticket is the complete record of one repair job: customer, device, services, price, history, and every message sent about it.

The ticket list

Top cards show Tickets (with completed/open split) and Revenue (total ticket value) for the selected period. Switch between Listing and Calendar views. Filters include ticket number, customer name, phone, assigned technician, status, created range and due range.

Ticket statuses out of the box:

Received · In transit to workshop · Quote sent · Awaiting parts · Awaiting customer reply ·

Under repair · Ready for pickup · Completed · On hold · Not repairable · Cancelled ·

Warranty repair

(Statuses are configurable per shop.)

Creating a ticket

• From a booking — one click on Create Ticket in Bookings & Leads (recommended: everything carries over).
• Manually — ＋ Create Ticket on the ticket list, or + New Ticket on the dashboard.
• From the POS — the ➕ Create ticket button at the counter.

Inside a ticket

The ticket view (ticket-view.php) gathers everything on one page:

• Header actions: 📄 Create invoice · 💬 Quote via SMS · ✉️ Quote via email · 🔔 Device ready · ✏️ New ticket · 🖨️ Print ▾ · 🚀 Mark as Rush · 🔧 Diagnosis · ✏️ Edit Ticket.
• Customer information and Labor/Service details (editable).
• Ticket summary — number, created/modified dates, branch, creator, source (e.g. Booking or Walk in).
• Technician upload QR — the technician scans it with their phone, enters their upload PIN, and attaches photos straight to the ticket.
• Activity composer — the box at the bottom writes to the ticket's history. Pick the type: - 💬 Comment (internal) — visible to the team - 🔒 Private comment - 🔧 Diagnostic note — e.g. "Cracked screen confirmed — replacement approved, starting now." - ✉ Email customer / 📱 SMS customer — send from ready-made templates (Diagnosis done, In repair, Parts ordered, Not repairable, …) with placeholders filled per customer.

Everything in the history is time-stamped with the user who did it.

Telling the customer the device is ready

Click 🔔 Device ready. A dialog opens with the SMS/email template preloaded — review the text and press 📤 Send. The customer gets the message with their tracking link (see Customers & portal → Live tracking), and the ticket history records it.

Step-by-step: a typical repair

1. Booking arrives → Create Ticket from Bookings & Leads.
2. Technician opens the ticket, adds a Diagnostic note, sets status Under repair.
3. Parts used are added to the ticket's service/parts lines.
4. Repair done → status Ready for pickup → 🔔 Device ready notifies the customer.
5. Customer arrives → pull the ticket into the POS by its number and take payment (see POS & checkout). The ticket closes automatically when the sale completes.

FAQ

Where do I see all messages ever sent about a ticket? In the ticket history, and globally under Communication → Email/SMS inbox, where every message links back to its ticket.

Can a customer approve a quote? Yes — send a quote via SMS/email; the customer approves online and the ticket updates (see also Sales tools → Quotes & estimates).