Tickets
The heart of your repair shop operations. Track every repair from intake to completion with powerful workflow management.
Overview
Tickets are the core of RAD Repairs. Every repair job, service call, or customer request flows through the ticket system. From the moment a customer walks in with a broken device to the final pickup, tickets track every step of the journey.
What is a Ticket? A ticket represents a single repair job or service request. It contains all information about the customer's issue, the device being repaired, work performed, parts used, time spent, and the final resolution.
Ticket Workflow
The typical lifecycle of a repair ticket follows this flow:
Customer Intake
Customer brings in a device or contacts you about an issue. You create a new ticket, capturing the customer info, device details, and problem description.
Initial Assessment
A technician reviews the ticket and performs diagnosis. They may update the issue description, add notes, and create an estimate if needed.
Repair Work
The assigned technician performs the repair, logging time entries and adding technician notes throughout the process.
Quality Check
Once repair is complete, the ticket is marked ready for pickup. The customer is notified automatically via email or SMS.
Customer Pickup & Invoice
Customer picks up their device. You convert the ticket to an invoice, collect payment, and mark the ticket as completed.
Ticket List
The ticket list gives you an at-a-glance view of all repairs in your shop. You can see ticket status, customer name, issue summary, assigned technician, and priority level.
List Features
- Ticket Summary Stats - Quick overview showing counts for My Open Tickets, Urgent, Open, In Progress, and Completed (30 days)
- Needs Attention Section - Highlights tickets with "Customer Reply" status requiring follow-up
- Status Sidebar - Filter tickets using the secondary sidebar: Active Tickets, My Open Tickets, All Tickets, Open, In Progress, On Hold, Completed, Cancelled
- Location Filter - Dropdown to filter tickets by shop location
- Quick Status Badges - Color-coded status indicators (Open, In Progress, On Hold, Waiting Parts, Waiting Customer, Completed, Cancelled, Customer Reply)
- Priority Badges - Visual indicators for Urgent, High, Medium, and Low priority tickets
- Sortable Columns - Click column headers to sort by Ticket #, Priority, Status, Customer, Computer, Issue, Tech, or Created date
- Search - Find tickets by customer name, ticket number, or issue description
- Pagination - Choose 25, 50, or 100 tickets per page with page navigation
Creating a New Ticket
Creating a new ticket captures all the information needed to track and complete a repair job. Here is a step-by-step guide:
Select or Create Customer
Start typing the customer name to search existing customers. If this is a new customer, click "Add New Customer" to create their profile inline without leaving the ticket form. You can search by name, phone number, or email address.
Enter Device Information
Capture the device type (laptop, desktop, phone, tablet, etc.), make, model, and serial number. If the customer has assets on file, you can select from their existing devices. This links the ticket to the asset's service history.
Select Issue Type
Choose the category that best describes the problem: Virus/Malware, Hardware Repair, Software Issue, Data Recovery, Screen Replacement, etc. This helps with reporting and can auto-attach relevant worksheets.
Describe the Issue
Enter a clear description of the customer's reported problem. Be specific - this helps technicians understand the issue and provides a record for future reference. Include any symptoms, error messages, or circumstances when the problem occurs.
Set Priority and Due Date
Choose the priority level (Low, Normal, High, Urgent) and set an expected completion date. High-priority and urgent tickets are highlighted in the dashboard and ticket list so they get immediate attention.
Assign Technician (Optional)
Assign the ticket to a specific technician, or leave unassigned for the next available tech. Assigned technicians receive notifications about their tickets and can view them in their personal dashboard.
Select Location
If you have multiple shop locations, select which location will handle this repair. This affects inventory availability, technician assignment options, and reporting.
Add Initial Notes (Optional)
Add any relevant notes about the intake - accessories included (charger, case, stylus), customer preferences, special instructions, password/PIN for device access, or initial observations about the device condition.
Pro Tip: Use the quick customer search to speed up intake. Start typing any part of the customer's name, email, or phone number - matching results appear instantly. Press Enter to select the first match.
Document Device Condition: Always note any pre-existing damage (cracks, scratches, dents) in the intake notes. This protects your shop from false damage claims when the customer picks up their device.
Ticket Detail View
The ticket detail view is where all the work happens. Here you can see all ticket information, add notes, track time, update status, and manage the entire repair workflow.
Detail View Sections
- Header - Ticket number, customer info, device details, and quick action buttons (Edit, Print, Create Invoice)
- Status & Assignment - Current status with dropdown to change, assigned technician, priority level, and due date
- Issue Description - The customer's reported problem, issue type, and any diagnostic findings
- Worksheets - Attached checklists for standardized repair procedures
- Time Tracking - Built-in timer with Start/Stop controls, time entry list, and stats showing today's time, total time, and billable amount
- Technician Notes - Internal notes visible only to staff (not shown on customer-facing documents)
- Customer Notes - Notes that appear on estimates, invoices, and the customer portal
- Parts & Services - Line items added to the ticket for billing (products, services, labor)
- Activity Log - Complete history of all changes, status updates, and communications
- Attachments - Photos, documents, and files related to the repair
Ticket Statuses
RAD Repairs uses a comprehensive status system to track where each ticket is in the repair workflow. Here are the standard statuses:
| Status | Description | Typical Use |
|---|---|---|
| Open | Ticket just created, not yet reviewed | Initial intake - ticket awaiting technician assignment or diagnosis |
| In Progress | Actively being worked on | Technician is performing diagnosis or repair work on the device |
| On Hold | Repair paused | Ticket is temporarily paused, waiting for customer decision or other factors |
| Waiting Parts | Repair paused pending parts arrival | Parts have been ordered and you are waiting for delivery before continuing |
| Waiting Customer | Awaiting customer response or approval | Estimate sent for approval, awaiting customer decision, or need additional info from customer |
| Customer Reply | Customer has responded | Customer has replied and the ticket needs attention - highlighted in "Needs Attention" section |
| Completed | Ticket fully resolved | Customer has picked up their device, payment received, ticket closed |
| Cancelled | Ticket cancelled | Repair was cancelled by customer or shop - ticket preserved for records |
Status Updates Trigger Notifications: When you change a ticket status to "Ready for Pickup", the customer automatically receives an email or SMS notification (if enabled in settings). Make sure the repair is truly complete before changing status!
Custom Statuses
You can create custom statuses in Admin Settings to match your specific workflow. For example, you might add:
- Awaiting Approval - for repairs requiring manager sign-off on estimates over a certain amount
- Quality Check - for a dedicated QA step before customer notification
- Scheduled - for on-site service calls with a set appointment time
- On Hold - for paused tickets that need attention later (customer request, waiting for decision)
- Warranty Repair - for manufacturer warranty work with different processing
- Parts Ordered - distinct from waiting on parts, indicating the order has been placed
Color Coding: Each status can have a custom color assigned in Admin Settings. Use consistent colors (green for complete, red for urgent, yellow for waiting) to make the ticket list scannable at a glance.
Assigning Technicians
Proper technician assignment ensures work is distributed efficiently and customers know who is handling their repair.
Assignment Methods
- Direct Assignment - Select a technician when creating or editing a ticket from the dropdown menu
- Reassignment - Transfer tickets between technicians as workloads change or skills are needed
- Self-Assignment - Technicians can claim unassigned tickets from the queue by clicking "Assign to Me"
- Auto-Assignment - If configured in Admin Settings, tickets can be automatically assigned by issue type or round-robin rules
Technician Dashboard
Each technician has a personal dashboard showing:
- Their assigned tickets organized by status and priority
- High-priority and overdue tickets highlighted at the top
- Due dates with visual indicators for aging tickets that need attention
- Quick time entry and status update buttons for efficient workflow
- Performance metrics: tickets completed, average repair time, customer ratings
Skill-Based Assignment: Consider creating user tags for technician specialties (e.g., "iPhone Specialist", "Data Recovery Expert", "Laptop Repair"). This helps route complex repairs to the right person and builds customer confidence.
Technician Notes & Internal Communication
Effective documentation is crucial for quality repairs and customer satisfaction. RAD Repairs provides multiple note types for different purposes.
Note Types
| Note Type | Visibility | Purpose |
|---|---|---|
| Technician Notes | Staff only (internal) | Diagnostic findings, repair steps, internal reminders, parts needed - never shown to customers |
| Customer Notes | Customer visible | Notes that appear on estimates, invoices, and the customer portal. Keep professional! |
| Activity Log | Staff only (automatic) | System-generated log of all status changes, edits, assignments, and communications |
| @Mentions | Staff only | Tag other team members in notes with @username to notify them and request input |
Best Practices for Notes
- Be Specific - Document exact symptoms, steps taken, tests performed, and findings
- Use Timestamps - Notes are automatically timestamped, but add time context when relevant ("after 2 hours of stress testing...")
- Keep Customer Notes Professional - These may be seen by the customer - avoid jargon and keep them clear and courteous
- Document Everything - If there is a dispute later, your notes are your evidence. When in doubt, write it down
- Handoff Notes - If another tech will continue the work, leave clear notes about status and next steps
Pro Tip: Use technician notes to document pre-existing damage on devices at intake. "Customer device had cracked corner on back case upon arrival - documented with intake photos" protects you from false damage claims.
Worksheets & Checklists
Note: Worksheets may not be available in all versions of RAD Repairs. Check your Admin Settings to see if this feature is enabled for your installation.
Worksheets are structured checklists that ensure consistent, thorough repairs. They can be attached to tickets automatically based on issue type or added manually by technicians.
How Worksheets Work
- Create Templates - Build worksheet templates in Admin Settings with specific checklist items for each repair type
- Auto-Attach or Manual - Configure worksheets to auto-attach based on issue type, or add them manually to individual tickets
- Complete During Repair - Technicians check off items as they complete each step, adding notes where needed
- Review & Sign-Off - Managers can review completed worksheets for quality assurance before marking tickets ready
Example Worksheets
Laptop Diagnostic
Power test, battery health check, display inspection, keyboard/trackpad test, port verification, RAM test, storage health, software diagnostics
iPhone Screen Repair
Pre-repair photos, backup verification, screen removal, adhesive application, display test, touch calibration, Face ID/Touch ID test, water resistance seal
Data Recovery
Drive assessment, imaging attempt, file system analysis, recovery software scan, recovered files verification, data transfer to new drive, source drive handling
Virus Removal
Full malware scan, PUP removal, browser extension audit, startup items check, scheduled tasks review, hosts file check, security software install, customer education
Desktop Build
Component verification, motherboard install, CPU/cooler mount, RAM install, storage install, GPU install, cable management, POST test, OS install, driver updates
Network Setup
Router configuration, WiFi setup, firmware update, security settings, port forwarding, device connection, speed test, customer walkthrough
Worksheet Compliance: Required worksheets must be completed before a ticket can be marked as Ready for Pickup or Completed. This ensures no critical steps are skipped during repairs.
Worksheet Field Types
Worksheets can include various field types to capture different information:
- Checkboxes - Simple pass/fail or completed/not completed items
- Text Fields - For notes, serial numbers, or observations
- Dropdowns - Select from predefined options (Good/Fair/Poor, Yes/No/N/A)
- Number Fields - For measurements, counts, or readings (battery health %, temperatures)
- Date/Time - For recording when specific steps were completed
Time Tracking
Accurate time tracking ensures you bill correctly for labor and helps identify efficiency opportunities. RAD Repairs offers a built-in timer and flexible time logging options.
Using the Timer
Each ticket has a dedicated Time Tracking section with a real-time timer. This is the easiest way to accurately track time spent on repairs.
Start the Timer
Open the ticket and click the green Start button in the Time Tracking section. The timer begins counting immediately, showing elapsed time in HH:MM:SS format.
Work on the Repair
Perform your repair work. The timer continues running even if you navigate away from the page or close your browser. Your running timer is tracked server-side.
Stop the Timer
When finished, click the yellow Stop button. The time entry is saved with the duration, your hourly rate, and marked as billable by default.
Timer Stats: The Time Tracking section displays three quick stats: Today (time logged on this ticket today), Total (all time logged on this ticket), and Billable (total billable amount based on hourly rates).
Runaway Protection: Timers are automatically capped at 8 hours to prevent accidental overnight running. If you forget to stop a timer, it will be automatically stopped and capped when you return to the ticket.
Manual Time Entry
You can also add time entries manually using the + Add Manual Entry button:
- Quick Entry - Enter minutes directly with a description of work performed
- Multiple Entries - Add as many time entries as needed for different work sessions or different technicians
- Billable Flag - Mark time as billable or non-billable (e.g., warranty work, goodwill repairs, training)
- Notes - Add notes describing the work performed during this time
Time Entry List
All time entries for a ticket are displayed in a scrollable list showing:
| Field | Description |
|---|---|
| Technician | Who performed the work (auto-filled from logged-in user) |
| Date/Time | When the work was performed |
| Duration | Hours and minutes spent (e.g., "1h 30m") |
| Billable Amount | Calculated from duration x hourly rate (shown in green) |
| Notes | Description of work performed |
| Billable Badge | Green "Billable" or gray "Non-billable" indicator |
Hourly Rates
Each technician can have an hourly rate configured in Admin Settings under User Management. When a timer is started, the technician's current hourly rate is captured with the time entry. This allows for:
- Different rates for different skill levels (junior tech vs. senior tech)
- Accurate labor billing based on who performed the work
- Rate snapshots - if rates change, historical entries keep their original rate
Adding Labor to Invoices
When creating an invoice from a ticket, you can easily import all tracked labor:
- Click Create Invoice from the ticket
- On the invoice page, click Add Labor from Ticket button
- A modal shows all billable time entries with totals by technician
- Select which entries to include (or select all)
- Choose to combine into one line item or separate by technician
- Click Add to Invoice to create labor line items
Automatic Calculations: Labor line items are automatically calculated as hours x hourly rate. For example, 1.5 hours at $75/hr creates a $112.50 labor charge.
Time Reporting
Time entries feed into comprehensive reports for:
- Technician productivity and utilization rates (billable vs. non-billable hours)
- Average repair times by issue type - identify which repairs take longest
- Labor revenue tracking - total labor billed per period
- Payroll and commission calculations based on logged time
- Profitability analysis - compare time spent vs. amount charged
One Timer at a Time: You can only have one timer running across all tickets. If you try to start a timer while another is running, you'll see a message indicating which ticket has the active timer.
Converting Tickets to Invoices
When repair work is complete, you can convert the ticket to an invoice with one click. All parts, services, and billable time transfer automatically.
Conversion Process
Review Line Items
Ensure all parts and services are added to the ticket with correct pricing. Add any final items before conversion. Check that time entries are marked billable/non-billable correctly.
Click "Convert to Invoice"
Find this button in the ticket actions menu (top right of ticket view). A preview of the invoice appears for your review showing all line items and totals.
Adjust if Needed
Add discounts, adjust quantities, or modify line items. You can also add notes that will appear on the invoice, set payment terms, and apply customer credits or referral discounts.
Create Invoice
Confirm to create the invoice. The ticket is linked to the invoice for reference, and you can collect payment immediately or send the invoice to the customer for later payment.
What Transfers to the Invoice
- All parts added to the ticket (with quantities and pricing)
- All services from the ticket
- Billable time entries (converted to labor charges at specified rates)
- Customer information and contact details
- Customer-facing notes (not internal technician notes)
- Device information for the invoice line item descriptions
- Any warranty information or terms
Multiple Invoices: A single ticket can generate multiple invoices if needed (e.g., for phased billing, deposit collection, or separate charges for parts vs. labor). The ticket tracks all linked invoices for complete history.
Before Converting: Double-check that all work is complete and all charges are added. While you can edit invoices after creation, it is cleaner to have everything correct before conversion.
Printing Tickets with QR Codes
Print ticket receipts and work orders with QR codes for fast device identification. Staff can scan QR codes to instantly pull up ticket details.
Print Options
- Intake Receipt - Customer copy with ticket number, device info, estimated completion date, and terms of service
- Work Order - Technician copy with full issue description, checklist space, and notes area
- QR Code Label - Small label (2"x1" or similar) with QR code to attach directly to the device
- Full Ticket Report - Complete ticket details including all notes and time entries for documentation
- Service Tag - Hang tag style print for attaching to device bags or boxes
QR Code Features
Each ticket has a unique QR code designed for staff use:
- Links directly to the ticket detail view (requires staff login)
- Enables instant device identification at pickup - scan and see customer info, repair status, and balance due
- Reduces errors - no more mismatched devices or wrong customer pickups
- Can be printed on receipts, labels, work orders, and service tags
- Includes ticket number for quick manual lookup if scanning isn't available
Label Printers: RAD Repairs supports standard label printers (DYMO, Brother, Zebra) for QR code labels. Configure your printer in Admin Settings under Printing. Thermal labels work best for durability.
Note: QR codes link to the staff portal and require authentication. Customers cannot use QR codes to check their repair status. Instead, customers access the Customer Portal via magic link sent to their email, or through links in notification emails.
Filtering and Searching Tickets
With potentially hundreds or thousands of tickets, finding the right one quickly is essential. RAD Repairs provides powerful search and filter tools.
Search Capabilities
- Global Search - Search by ticket number, customer name, phone, email, or device details from any page
- Issue Text Search - Find tickets by keywords in the issue description or notes
- Smart Search - Type "#1234" to jump directly to ticket number 1234
- Partial Matching - Search "john" finds John Smith, Johnson LLC, and johnny@email.com
- Phone Search - Enter last 4 digits to find matching customer phone numbers
Filter Options
| Filter | Description |
|---|---|
| Status | Show only tickets in selected status(es) - can select multiple |
| Assigned Technician | Filter by who the ticket is assigned to, including "Unassigned" |
| Priority | Show only high-priority, urgent, or specific priority levels |
| Location | Filter by shop location (for multi-location setups) |
| Date Range | Filter by created date, due date, or last updated date |
| Customer | Show all tickets for a specific customer |
| Issue Type | Filter by category (Virus, Hardware, Software, etc.) |
| Has Estimate | Tickets with pending estimates awaiting customer approval |
| Has Invoice | Tickets that have been invoiced (or not yet invoiced) |
| Overdue | Tickets past their due date that are not completed |
Quick Filter Views
Use the sidebar to quickly filter tickets by common views:
- "Active Tickets" - All tickets that are not completed or cancelled
- "My Open Tickets" - Tickets assigned to you that are not completed
- "All Tickets" - Complete ticket history including completed and cancelled
- Status Filters - Open, In Progress, On Hold, Completed, Cancelled
Customer Portal
The Customer Portal is a separate, secure interface where your customers can view their repair status, invoices, estimates, and more - without needing access to your staff backend.
How Customers Access the Portal
Customers access the portal using passwordless authentication via magic links:
Navigate to the Portal
Customers can reach the portal by clicking a link in a notification email (most common), or by visiting your portal URL directly (e.g., yourshop.radrepairs.com/portal).
Enter Email Address
On the portal login page, customers enter the email address associated with their account. No password is required.
Check Email for Magic Link
The system sends a secure, time-limited magic link to their email. Clicking this link logs them in automatically.
View Their Information
Once logged in, customers can view their tickets, invoices, estimates, and registered assets.
Why Magic Links? Magic link authentication eliminates password management for customers. They don't need to remember yet another password, and you don't need to handle password reset requests. It's secure (links expire quickly) and convenient.
What Customers Can See
The Customer Portal provides customers with visibility into:
- Ticket Status - Current status, assigned technician, and estimated completion date
- Customer-Visible Notes - Notes you've marked as visible to customers (internal notes remain hidden)
- Repair History - Past tickets and their outcomes
- Invoices - View and pay outstanding invoices online
- Estimates - Review and approve estimates for proposed work
- Assets - View their registered devices and equipment
- Activity Timeline - See when status changes occurred
What Customers Cannot See
The portal keeps your internal operations private:
- Internal/technician notes (only notes marked "Customer Visible" are shown)
- Cost/margin information
- Other customers' information
- Staff assignments and internal communications
- Time tracking details and labor costs
Reduce Phone Calls: The Customer Portal dramatically reduces "is it ready yet?" calls. Customers can check their repair status anytime, 24/7, from their phone or computer.
Portal Notifications
Customers automatically receive email notifications when:
- Their ticket status changes (e.g., "Your repair is now In Progress")
- A new estimate is created for approval
- An invoice is generated
- Their repair is complete and ready for pickup
- You add a customer-visible note to their ticket
Each notification email includes a direct link to the portal where they can view details.
Frequently Asked Questions
Can I reopen a completed ticket?
Yes. Open the completed ticket and change the status back to any active status (such as "In Progress" or "New"). This is useful if a customer returns with the same issue (warranty work) or if you need to add additional notes or time entries after the fact.
How do I delete a ticket?
Tickets cannot be permanently deleted to maintain audit trails and protect against data loss. Instead, you can mark a ticket as "Cancelled" or "Void". This removes it from active views while preserving the record for accounting and legal purposes.
Can customers see their ticket status online?
Yes! Customers access the Customer Portal using magic link authentication (no password needed). They enter their email, receive a secure login link, and can view their tickets, invoices, estimates, and more. QR codes on printed receipts also link directly to the portal.
How do I transfer a ticket to another location?
Edit the ticket and change the Location field to the new location. The ticket will move to the new location's queue while maintaining all history, notes, and assignments. You may want to reassign the technician as well.
Can I merge duplicate tickets?
This feature may be available depending on your version. If available, you can find "Merge Ticket" in the actions menu (three-dot menu) on the ticket detail view. This combines all notes, time entries, attachments, and history into a single ticket.
What happens to the ticket when I create an invoice?
The ticket remains open and linked to the invoice. You can continue updating the ticket (adding notes, logging time) until you manually mark it as Completed. This allows for post-repair follow-up while maintaining the billing connection.
How do I set up automatic customer notifications?
Go to Admin Settings, then Email Templates. Enable notifications for status changes (e.g., "Ready for Pickup" triggers an email). You can customize the message templates, include your branding, and choose which status changes send notifications.
Can I attach files or photos to tickets?
Yes. Use the Attachments section in the ticket detail view to upload photos, documents, PDFs, or any other files. This is excellent for before/after repair photos, documenting device condition at intake, or attaching diagnostic reports.
How do I handle warranty repairs differently?
Create a custom status like "Warranty Repair" and use non-billable time entries. You can also create a worksheet specifically for warranty procedures. Some shops create a "Warranty" issue type to track these separately in reports.
Can multiple technicians work on the same ticket?
Yes. While only one technician can be "assigned" at a time, any technician can add notes and time entries to any ticket. This is common for complex repairs or shift handoffs. The activity log shows who did what.
How do I track parts used on a repair?
Add products to the ticket's Parts & Services section. If inventory tracking is enabled, this automatically decrements your stock when the ticket is completed or invoiced. Each part shows cost and sale price for margin tracking.
Can I create recurring tickets for maintenance contracts?
This feature may be available if enabled in your version. When available, you can configure recurring ticket templates in Admin Settings that automatically create tickets on a schedule (weekly, monthly, quarterly). This is useful for managed services, maintenance contracts, or routine checkups.
Need Help?
Can't find what you're looking for? Our support team is here to help with ticket management and workflow questions.
Contact Support