Walk-in Repair – Workflow

There are many different workflows of creating a ticket and it all depends on your business requirements however following is the simplest form of a ticketing workflow.

1. A customer walks into the location.
2. Sales rep
   1. create a new ticket:
   2. lookup existing or add new customer
   3. lookup existing or add new repair device
   4. provide initial diagnostics information
   5. optional: set expected due date/time
   6. set ticket status one of the following:
      1. pre-diagnosed
      2. work approved
   7. optional: add ticket items (parts, labour, merchandise)
   8. print ticket for the customer and/or back-office paper trail
3. Technician
   1. track tickets in repair queue or in diagnosis
   2. view/edit ticket details
   3. perform the repair
   4. optional: add notes to the ticket
   5. optional: add ticket items (parts, labour, merchandise)
   6. ticket status one of the following:
      1. Approval
      2. Contacted
      3. Diagnosis  (No Customer Input)
      4. Diagnosis – Waiting on Customer  (Customer has to “Approve” or “Reject”), ticket statuses will be automatically set based on customer input.
      5. Issue
      6. Not Repairable
      7. Parts Arrival
      8. Parts Order
      9. Repair Completed
      10. Repair not Required
      11. Update
      12. Upgrade
4. Customer is automatically notified via text/email that their device is ready for pickup.
   1. Sales rep or manager
      1. track repair via ticket monitor
      2. manually contact customer
5. Customer returns to pick up the repaired device at pickup location
6. Sales rep
   1. lookup customer/ticket by scanning the barcode or by customer name
   2. View/edit ticket
   3. optionally add notes to the ticket
   4. optionally add ticket items (parts, labour, merchandise)
   5. collect/record payment
   6. close the ticket by setting ticket status to “Resolved/Picked up”