Ticket triage

New repair requests arrive as tickets. The agent reads each incoming ticket, pulls the device details and reported fault, and assigns it to a queue or technician using the routing rule your shop approved. It sets priority from the symptoms described and posts an acknowledgement to the customer. Tickets with vague descriptions, warranty questions, or data-loss risk get held for a technician to scope, since those calls affect liability and cost. Front-desk staff start their day with a sorted board instead of a raw inbox of mixed requests.

Customer status updates

Repair customers want to know where their device stands. When a ticket changes stage in RepairShopr, the agent reads the update and, if the transition matches an approved template, sends the customer a status note through the connected channel. It records that the message went out against the ticket. Anything sensitive, a cost increase, a diagnosis of unrepairable hardware, or a delay past the promised date, is drafted and handed to a technician to send. Routine progress reaches people without the shop writing every message by hand.

Invoice preparation

Closing a repair means turning parts and labor into a bill. The agent reads the completed ticket, gathers the logged parts and time entries, and assembles a draft invoice against your pricing rules. It attaches the invoice to the customer record and marks it ready. Where a discount, warranty adjustment, or disputed charge is involved, the agent stops and routes the invoice to a manager for a decision. Shop owners review clean drafts rather than building each invoice from scratch, and unusual charges still get a human signature before billing.