Repair Ticket Management

Intake that matches how a counter actually works

A job starts with the customer, the device, what is wrong with it, what it will cost and when it will be ready. Horus Repair captures those in one screen rather than spreading them across a wizard, because the person filling it in is standing at a counter with the customer waiting.

Not every job arrives with a price attached. A diagnostic intake records the device and the complaint without committing to a quote, so a shop can take the device in, look at it properly, and price it afterwards without inventing a number at the counter to make the form submit.

• Multi-issue jobs: one device, several faults, each with its own labour charge, so a screen and a battery on the same phone are priced and tracked separately
• Photos at intake and at handover, stored against the job — the standard defence against 'that scratch was not there before'
• Priority levels, plus an overdue grace window so a job is not flagged late the minute the promised time passes
• A printable receipt carrying a QR code that opens the customer's tracking page

A forward-only pipeline, with optional stages

Job status moves forward through a fixed pipeline. It does not move backwards, because a status that can be quietly reversed is a status nobody trusts — if work needs to be redone, that is a warranty claim with a recorded cause, not an undo.

The pipeline is deliberately shorter than most competitors'. Depth is added as switches a shop turns on rather than stages every shop is forced through:

• A technician-test stage, for shops that want the repair verified before it reaches the counter
• A customer-test stage, for shops where the customer checks the device before paying
• Technician self-claim, so a job is picked up by whoever starts it rather than assigned by a manager

An immutable timeline

Every status change, price change, part consumed and payment taken is appended to the job's timeline with the user and the time. Entries are never rewritten or removed. When a customer disputes what they were told, or an owner asks why a job sat for four days, the answer is on the record rather than in somebody's memory.

The same discipline runs through the money side: financial history is corrected by posting an opposite entry, never by deleting the original. A ledger you can delete from is a ledger you cannot audit.

Frequently asked questions

Can one repair ticket cover several faults on the same device?

Yes. A job in Horus Repair holds multiple issues, each with its own labour charge. A phone in for a cracked screen and a failing battery is a single ticket with two priced issues, so the customer gets one total and the shop keeps the per-issue detail for reporting and for technician commission.

Can a repair job be moved back to a previous status?

No, and that is deliberate. The status pipeline is forward-only, because a status that can be silently reversed cannot be trusted or audited. Work that has to be redone is recorded as a warranty claim with the failure cause attached, which keeps the history honest and produces data about which parts and which repairs actually fail.

Can I take a device in without quoting a price first?

Yes. Diagnostic intake records the customer, the device and the reported fault without requiring a price or an estimate. The quote is added once the device has been examined, so staff are not forced to invent a number at the counter in order to save the job.

Does Horus Repair store photos of the device at intake?

Yes. Photos can be attached at intake and again at handover, and they stay attached to the job. This is the usual evidence a shop needs when a customer says damage was caused during the repair.