Create a repair ticket
Capturing customer, device, stated fault and accessories at the counter.
New tickets are raised through a guided intake with eight steps:
- Brand — the device manufacturer
- Model
- Generation
- Repairs — what is being fixed
- Device Info — identifiers and specifics (phone-type industries only; other industries skip this step)
- Condition — the state it arrived in
- Customer — who it belongs to
- Summary — review before it is created
A new ticket starts at Received. The access matrix lists repairs.create, given to supervisors and admins by default, though it is not enforced at the API today — any signed-in staff member can raise a ticket.
Intake questions
The Condition step opens with a short list of questions to put to the customer. Out of the box there are four, all yes/no:
- Has the device been exposed to liquid?
- Has the device been repaired before?
- Has Find My iPhone/Device been disabled?
- Has the customer backed up their data?
Those four are a starting point, not a fixture. In Repairs → Settings you can write your own — each one a yes/no, a free-text answer or a choice from a list — mark any of them required, reorder them, switch one off without deleting it, or remove it altogether.
The built-in questions show only while your own list is empty. Add one question of your own and it becomes the whole list — so if you want to keep “has it been exposed to liquid?”, add it yourself along with the rest.
Answers are stored on the ticket as its condition record, alongside the condition checklist and any photos. See Device intake and photos.