Repair Ticket
TL;DR
A digital work order that tracks one customer's device or batch of devices through diagnosis, repair, and pickup.
A repair ticket is the central object in a repair shop management system. It binds a customer record to one or more devices, captures the reported issue, holds diagnostic notes and parts used, and records each status change with a timestamp and an actor.
A modern repair ticket typically includes: a short ID (e.g. RPR-2847), customer reference, device(s) with serial/IMEI, intake photos, status (Awaiting Parts, In Progress, Ready for Pickup, etc.), assigned tech, line-item charges, and an audit log.
Tickets replace paper work orders. The point is not just digitization — it's that the customer, the tech, the front desk, and the owner are all looking at the same source of truth.
Quick answers
What's the difference between a repair ticket and an estimate?
An estimate is a quoted price for a proposed repair, usually before work begins. A ticket is the open work order being executed. A ticket can include an estimate; once approved, the estimate becomes the agreed scope of work.
Can one ticket hold multiple devices?
Yes — in a modern system. If a customer drops off three iPhones from a small office, they go on one ticket so the customer gets one pickup, one invoice, and one status thread.
Related
Estimate
A formal price quote for a proposed repair, sent to the customer for approval before work begins.
Intake Form
A web form customers fill out to submit a repair request — capturing device, issue, photos, and contact info before they show up.
Status Pill
A small, colored, often pill-shaped UI element that communicates ticket state at a glance — like Awaiting Parts, In Progress, Ready for Pickup.
Customer Portal
A self-serve web area where customers track repair status, approve estimates, and view invoices without calling the shop.