Repair Ticket Management - Gadget Groove POS

Step-by-Step Check-In.

Every repair starts at the Check-Ins page. Select “Repair” and a guided stepper walks you through four steps to create a complete repair ticket.

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Step 1 — Customer: Search existing customers or create a new one. View device history and select previously serviced devices.

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Step 2 — Devices: Add one or more devices to the ticket. Select manufacturer, model, color, and describe the issue. Record serial numbers and IMEI.

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Step 3 — Items: Add parts, labor, and services from your inventory. Prices auto-populate. Labor can bundle with parts automatically.

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Step 4 — Review: Review the full ticket, set the initial status, assign a technician, and take a deposit or full payment at check-in.

Check-In Stepper

1Customer & Device History

2Devices & Diagnostics

3Parts, Labor & Services

4Review & Submit

Visual Ticket Board.

Once a ticket is created, it appears on the Ticket Board—your command center for every active repair. Filter by status, search by customer or ticket number, and manage your queue.

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Custom Statuses: Define your own repair stages with custom names, colors, and sort order from the Customizations page.

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Location Filter: Admins and managers can filter the board by store location to focus on one shop at a time.

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Export & Print: Download your ticket queue as CSV, XLSX, or print a formatted report for your team.

Default Statuses

Checked In

Diagnostic Only

In Repair

Waiting for Part

Waiting for Approval

Ready for Pickup

Completed / Unfixable / Abandoned

Deep-Dive Ticket Details.

Click any ticket to open the full detail modal. Every tool you need is organized into tabs—update status, add items, order parts, write notes, attach photos, and more.

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Items & Pricing: Add, remove, or waive item costs. Apply per-item discounts and assign each line to a technician.

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Parts Ordering: Track ordered parts with a 3-state workflow—Pending → Ordered → Delivered—including source, cost, and dates.

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Notes Timeline: A threaded, timestamped log of every status change, note, and customer update on the ticket.

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Photo & Audio Attachments: Attach before/after photos and voice memos directly to the ticket for documentation.

Ticket Card Icons

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Warranty

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Solder Repair

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Parts on Order

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Attachments

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Has Notes

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Checkout

Automated Customer Updates.

Never forget to text a customer again. Repair Automations trigger SMS notifications automatically when a ticket’s status changes—keeping customers informed without manual effort.

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Status-Triggered SMS: Configure a message template for each status. When a tech updates the status, the customer gets a text.

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Personalization Tags: Use tags like {customer_name}, {device_name}, {device_issue}, and {status_link} to personalize every message.

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Send Delay: Set a delay (in minutes) before the message sends—giving techs time to correct accidental status changes.

Sample Automation

Ready for PickupActive

“Hi {customer_name}, your {device_name} is ready for pickup! View details: {status_link}”

Delay: 0 minutes

Built-in Repair Tools.

Every tool your technicians need, accessible right from the ticket or the workspace sidebar.

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Repair Guides

Access device-specific guides, videos, and notes from within the ticket detail modal.

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AI Assistant

Ask the built-in AI assistant for troubleshooting help based on the device and reported issue.

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Public Status Page

Every ticket gets a unique tracking link. Customers check their repair status from any browser.

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Repair PricR

Set model-specific repair pricing so your team always quotes the right price at the counter.

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Bin Location

Assign a physical bin location to every device so your team can find it on the shelf instantly.

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Warranty Tracking

Flag any ticket as a warranty repair. Warranty badges appear on the ticket board for visibility.

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Solder Repair Flag

Mark board-level or micro-soldering repairs with a dedicated icon so skilled techs are assigned.

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Customer Flags

Flag customers as VIP, Note, Manager Approval, or Blacklisted. Flags display on the ticket board.

Closing the Loop.

Every repair ends cleanly with balance enforcement, reason logging, and automatic archiving.

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Balance Enforcement

A ticket cannot be marked “Completed” or “Unfixable” until the balance due is zero. No revenue leaks.

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Unfixable Reason

When marking a ticket as unfixable, a reason is required and logged to the notes timeline permanently.

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Auto-Archive

Completed, Unfixable, and Abandoned tickets move to the archived section—keeping your active board clean.