Ticket Statuses

The ticket status box is an important part of RepairShopr and allows a user to ascertain the status of a ticket.

This is particularly important when checking the status of tickets when using the search function as searching by ticket status will bring up a list of those tickets with that status.

All too often the ticket status is not updated and this is all too common with Customer Reply

Ticket Statuses and their meanings.

Below is a list of the most common ticket statuses and what they mean to us as engineers.

Customer Reply

The customer has replied to or added a new message about the job.

When you read the message you should change the status away from Customer Reply to a new status so that the ticket reflects the true status of the job.

Waiting On Customer

This means that we have contacted the customer and that we are awaiting their response.

You should check your jobs for tickets that have this status every day. If a customer does not reply within 48 hours a follow up should be sent.

If the original communication was sent by email check to ensure that it has been read. If it is unread consider sending an SMS alerting the customer to the email in their inbox.

Waiting For Parts

This status means that parts have been ordered and we are waiting for them to arrive. Use this status in conjunction with the PARTS module where an expected delivery date has been recorded. If the parts are 24 hours overdue then please chase this up.

Parts To Be Located

If you have been unable to find a part or need to find a part then use this status Parts To Be Located.

I check for this status on a regular basis. if the job is on hold whilst looking for parts then consider changing the assignee to your manager so that t hey can look for the parts.

Parts Tio be Ordered

This simply means that you have found the parts, have added them to the parts order list and that you need someone else to order the parts for you.

New

When a job has a ticket status of New it simply means that the job has been received in the workshop but no work has started on it so far.

When you start on the job you should:

1. Change the status from NEW to In Progress
2. Change the assignee to your name if not already in your name

April 7th, 2021

Subject to change or amendment.

This article has not been revised since publication.

This post was created by Steve251 on 7 April 2021.