1. Create a Repair

• How to create a new repair ticket
• How to select the customer, category, device, and issues
• How to record device intake details securely
• How repair price, diagnostic fee, deposit, and tax work at intake

How to create a new repair ticket

Create a repair ticket to record the customer, device, reported issues, intake details, and expected charges.

Complete the six steps

1. Select customer: Find or create the customer, then continue.
2. Choose category: Select the device category or use Other.
3. Enter device: Select an inventory product when available or type the device name.
4. Select issues: Search configured issues, select all that apply, or add another issue.
5. Add intake details: Enter IMEI or serial, bin location, alternate contact, problem description, and device password or pattern when authorized.
6. Set pricing: Enter repair price, optional diagnostic fee, deposit, and tax.

Create the ticket

Select Create Ticket to save without checkout, or Create Ticket and Checkout when payment should be handled immediately. Enable automatic label printing when the intake station is configured for it.

How to select the customer, category, device, and issues

Customer

Choose the customer who owns the device. Confirm the name and contact information before continuing.

Category and device

Select the closest configured category. If inventory is enabled, you may select a product; otherwise type a clear device name. Use Other only when no suitable category exists.

Issues

Search and select every reported issue. Custom issues should describe the symptom rather than promise a diagnosis. For example, use “Does not charge” instead of “Charging port must be replaced” until inspection confirms the cause.

How to record device intake details securely

Complete intake details carefully so technicians can identify, locate, test, and return the correct device.

• IMEI or serial: Record the identifier from the device when available.
• Item location: Enter the bin, shelf, or intake location.
• Alternate contact: Use only when another authorized person may be contacted.
• Problem description: Record the customer’s report and visible symptoms.
• Password or pattern: Record only with customer authorization and according to business privacy policy.

Do not place passwords, patterns, or sensitive customer data in general notes, printed labels, or public messages.

How repair price, diagnostic fee, deposit, and tax work at intake

Pricing at intake establishes the expected repair charge and any amount collected before work begins.

1. Enter the repair price or estimate used by the business.
2. Add the diagnostic fee when it applies.
3. Enter the deposit being collected.
4. Select the correct tax template.
5. Review subtotal, tax, total, paid amount, and balance due.
6. Create the ticket or continue to checkout.

A deposit reduces the balance but does not by itself mark the repair completed. Diagnostic fees and minimum deposits can be configured in Repair Settings.