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.