Status changes drive everything: SMS to the customer, the technician's dashboard, and the pickup queue. There are five statuses, each with its own behaviour.
- 1
Open the repair
Find the ticket in Repairs, or scan the device sticker barcode if you printed one at intake.
- 2
Click the status picker
Tap the current status to open the picker. The five options are:
- New Repair — intake state. Customer gets the intake SMS.
- Working on it — your tech has started. Customer gets a 'we've started' SMS.
- Pending — internal-only status for 'waiting for parts'. Customer does NOT get a new SMS (they keep seeing the New Repair message).
- Fixed — repair is complete. Customer gets the 'ready for pickup' SMS.
- Picked up — customer has collected the device. Customer gets a thank-you SMS.
- 3
Confirm the change
The status updates instantly. The system records who changed it and when in the ticket's timeline.
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