Workflows Feature in RepairDesk

How to Configure and Use Ticket Workflows in RepairDesk

Overview

Managing repair workflows across a busy shop floor, large repair depot, or OEM service center can quickly lead to missed steps, inconsistent processes, and costly delays.

RepairDesk Ticket Workflows give you full control over your repair process by letting you build custom, step-by-step workflows for different job types whether it's a walk-in screen repair, a mail-in device, or a remote diagnostic. Each workflow guides your technicians through every stage from intake to completion, automatically updating ticket statuses along the way so nothing falls through the cracks. With standardized processes in place, you ensure every team member follows the same repair path, reducing errors, improving turnaround times, and delivering a more consistent customer experience. 

Note: Ticket Workflows are available exclusively on the Advanced Plan. If you don't see the workflows module in your account, reach out to us at support@repairdesk.co to upgrade your plan and get started.

Video Guide:

This guide walks you through how to set up ticket workflows in RepairDesk and use them during ticket creation and repair processing.



Filtering Tickets by Workflow & Workflow Step

1You can filter tickets based on workflow names and steps.
2Navigate to Ticket Listing > Advanced Filters.
Advanced Filters for Workflow
3Select Workflow and Workflow Step filters.
4Choose the desired workflow or step from the dropdown.
5Click Apply to view filtered tickets.

Viewing Workflows in Ticket Listing

1If you want to see workflow names and steps in the ticket listing.
2.Click on the Settings icon (⚙️) to customize visible columns in the ticket listing.
Customize Columns in Ticket Listing

3Enable the Workflows and Workflow Steps columns (disabled by default).
4The columns will appear in the ticket listing, showing the workflow name and current step for each ticket.

FAQs
Can I restrict my employees from creating tickets without selecting a workflow?

Yes, you can restrict your employees by enabling the Mandatory Workflow Selection option in Workflow Settings. Once this setting is enabled, your employees won’t be able to create a ticket without selecting a workflow.

Mandatory Workflow Selection in Workflow Settings

Can I move a ticket back to a previous workflow step?

Yes! You can now move a ticket backward to any previous workflow step. Simply click on any previous workflow step, confirm your action, and the ticket will be rolled back to the selected step without restarting the entire process.

Backward Selection