Software package
Ticket tracking for repair shops: the device is photographed at intake, the customer approves the quote from a link, the part is reserved to the ticket, and anyone can check the status from the ticket number without ringing the counter.
Who it is for
A good fit
Phone, computer and appliance repair shops from a single counter with one technician up to a few branches with a bench team, mail-in work and a parts shelf worth counting. It suits owners who want a condition record that settles arguments, counter staff who need to book a device in while a queue waits, technicians who want the queue, the findings and the part in front of them at the bench, and customers who want to know whether it is ready without calling.
Not the right fit
It is not for vehicle repair workshops, which the automotive packages cover with vehicle records and MOT-style scheduling, nor for field engineers who repair appliances at the customer's home on a scheduled visit, which is closer to the plumber or electrician packages. Shops whose main trade is selling refurbished devices online need the shop packages with this one as an add-on.
The operational problem it solves
A customer puts a laptop on the counter at ten past nine.
The counter assistant opens intake on the tablet, scans the serial, types the fault the customer describes, photographs the lid, the keyboard and the cracked hinge, and chooses the diagnostic fee rule for laptops.
The ticket number is issued, printed on a label for the device and texted to the customer with the tracking link.
The laptop joins the bench queue.
The technician takes it at eleven, records the findings and builds a quote: hinge assembly from stock, labour at the standard rate, and a note that the battery is near the end of its life.
The quote goes to the customer by link; she approves the hinge and declines the battery at lunchtime, and the ticket moves to approved with the hinge reserved from the shelf to this ticket.
When another technician reaches for the same hinge for a walk-in, the system warns him it is reserved and offers to order another.
The repair is done by four; the ticket moves to ready, the customer is texted, and the warranty record for a ninety-day repair warranty is created as the owner configured for hinge work.
Meanwhile a box arrives from a mail-in customer with the label the system generated; the counter scans it, the ticket moves from posted to received, and the return shipment will be recorded against the same ticket.
At closing the owner sees tickets by status, parts on order, and the day's takings including diagnostic fees on declined quotes.
Features
The package is organised into intake and tickets, diagnosis and quote approval, parts and stock, warranty and returns, customer tracking and notifications, and mail-in handling. Each module below lists its features and the comparison table shows which package variant includes it.
| Feature | Website | Business Software |
|---|---|---|
| Device intake with serial and photos | Not in this variant | Included |
| Repair tickets through collection | Not in this variant | Included |
| Diagnostic fee rules and quotes | Not in this variant | Included |
| Customer approval by link with status notifications | Not in this variant | Included |
| Public tracking page by ticket number | Included | Included |
| Warranty record per repair | Not in this variant | Included |
| Collection against signature with review request | Not in this variant | Included |
| Public site and repair enquiries | Included | Included |
| Parts stock with reservations | Not in this variant | Optional |
| Mail-in labels and return shipments | Not in this variant | Optional |
| Multiple branches with transfers | Not in this variant | Optional |
Roles and permissions
Shop manager
Counter staff
Technician
Customer
Concept demo of the repair tracking package bench queue showing tickets by status, intake photos, an awaiting-approval ticket and a reserved part.
Scope and options
In the base package
Common add-ons
Needs custom work
Ownership, maintenance and pricing
Deployment and ownership
The package runs on your own hosting or on hosting we manage; the choice is made in the proposal and can change later. You own the code and the data in both cases. Tickets, photos, quotes, stock, warranty records and invoices can be exported in standard formats at any time, and nothing prevents you moving the system to another provider.
Maintenance
Maintenance is optional and agreed separately from the set-up. It covers security updates to the platform and dependencies, monitoring of notifications, approval links and payment callbacks, backups with a tested restore, and a monthly window for small changes such as a new device type or a changed fee rule. Larger changes are quoted as change requests.
Pricing model
Priced per proposal.
The package is priced as a one-off set-up and customisation with optional recurring hosting and maintenance. The set-up figure depends on the number of branches and technicians, whether parts stock and mail-in are included, the device types and intake fields to configure, the payment, messaging and courier providers connected, the records to import and whether you host it yourself. The proposal lists each line separately.
FAQ
Yes. Fee rules are set per device type: charged always, charged only on decline, or deducted from the repair. The ticket applies the rule and the customer sees it on the quote.
The customer enters the ticket number and sees the current status and the next step, nothing more. No personal data is shown on the page, and the shop can switch it off for particular tickets.
A part reserved to a ticket shows a warning when picked for another. The technician can still override it, and the override is recorded, with the original ticket flagged so the counter can tell the customer honestly.
Yes. Device labels print at intake from a label printer at the counter, and mail-in customers print a shipping label at booking through the courier service connected at set-up.
The package is built for the counter and the post. Home visit scheduling with engineer routes is custom work through the repair shop software development service.
Not yet. The readiness badge shows the real state: a custom build assembled from our forms, order, inventory and document modules for each shop, and the example screen is a labelled concept demo rather than a live client system.
Tell us about your locations, the people who will use it and the add-ons you need. We reply with a clear, competitive proposal.