Ticket Management

Ticket Management

Effortlessly manage repair tickets with a streamlined, intuitive interface that keeps everything at your fingertips. The new Ticket UI in RepairDesk simplifies navigation, enhances visibility, and speeds up ticket updates—eliminating the frustration of cluttered screens and slow workflows. Now, handling repairs is smoother, faster, and more efficient than ever.

Ticket Guide:


FAQs:

How can I enable a new view if I use the old one?
1

Go to Settings > Module Configuration, and enable the "New Manage Tickets UI" toggle.

2

Once enabled, you can access the new UI by opening any existing ticket from the ticket listing page or by creating a new ticket from the Manage Tickets section.


How do I manage all tickets from the listing page?
Please check the knowledgebase article to learn more about managing tickets from the ticket listing page.
How do I manage rush jobs?
Please check the knowledgebase article for details about managing rush jobs.
How can I create a new ticket from manage tickets section?
Please check this knowledgebase article to learn more about creating a new ticket from the Manage Tickets section.
How can I add or update the customer details added in the ticket?
Please check this knowledgebase article to get more info about how you can update or add a new customer within a ticket.
How can I add a new repair line item to an existing ticket?
Please check this knowledgebase article to learn more about adding a new repair line item to an existing ticket.
How can I add a new repair part & process a warranty claim for a added repair part?
Please check this knowledgebase article to see more details on how you can add a new repair part to a ticket and how you can process a warranty claim for an added repair part.
How can I add a special part to a ticket?
Please check this knowledgebase article to learn more about adding a special part to a ticket.
Can I add an inventory item or upsell an inventory item within a ticket?
Yes, you can sell an inventory item within a new ticket as well. Please check this knowledgebase article to see more details on how you can upsell an inventory item within a ticket.
How can I create an estimate for a product or a service within a ticket?
Yes, you can sell an inventory item within a new ticket as well. Please check this knowledgebase article to see more details on how you can upsell an inventory item within a ticket.
Can I add private comments for my employee and send Email & SMS to my customers?
Yes, you can add private comments for your employees within the new Ticket UI. You can also send follow-up Emails and SMS to your customers. Please check this knowledgebase article for further details.
Can I edit a diagnostic note directly from the main ticket section?

Yes! When you hover over a diagnostic note in the main ticket section, an edit icon will appear.

Click on the edit icon to open the note in an editable text area, where you can update the note directly. Once edited, the changes will be saved immediately.
How can I add an additional note to a ticket if I missed it while creating the ticket?

If you didn’t add an additional note while creating the ticket, you can still add it later. An additional note section will appear below the diagnostic notes section along the plus (+) icon.

Click on the plus icon, and a text area will appear where you can enter your note. Once added, click on the save button to save it.
How can I edit an additional note in a ticket?

To edit an additional note in a ticket, hover over the note, and an edit icon will appear.

Click on the edit icon to open the note in an editable text area. Make your changes, and click on the save button to save your changes.
How can I hide out-of-stock items while searching in the advanced search popup and part drawer?
You can hide out-of-stock items using the Hide out of stock option available in both the advanced search popup and the part drawer:
  • In the advanced search popup, check the Hide out of stock items checkbox under the filter section to display only in-stock products and parts.

  • In the part drawer, click on the gear icon next to the search bar and select Hide out of stock items to filter the results.
Can I flag private comments or internal notes in a ticket?
Yes! You can now flag important private comments/internal notes in a ticket to highlight them for quick access.
How to do it:

  • Click the flag icon next to already an existing private comment to mark it as flagged.

  • Flagged comments will appear at the top of the history section for better visibility.

  • You can also use the Save & Flag button when adding a new private comment to flag it immediately
What happens if I search for an item first and then enable the "Hide out of stock" option?
If you first search for an item and then enable the Hide out of stock option from the gear icon in the part drawer, the search field will automatically be focused, and the results will update instantly based on the selected filter.