Open a new repair ticket with customer, device, reported fault, accessories and IMEI or serial number in a few steps, with an automatically generated unique repair number for centralized ticket management.
To open a new repair ticket in Fixh IT, just go to Lab > New repair: you register the customer, the device and the reported fault, and the system immediately generates a unique, alphanumeric, never-duplicated repair number. It is the first step of ticket management for a smartphone and PC repair shop, from device intake all the way to handing it back to the customer.
Why it matters for a repair shop
In a repair lab handling dozens or hundreds of devices a month, having a structured intake point is the difference between an organized workflow and the chaos of scattered notes. Every smartphone repair or PC repair that comes through the door carries information that needs to be collected right away and accurately: who the customer is, what device they brought, what they are complaining about, what cosmetic condition it is in, and what they handed over together with the device. If this data is not recorded in a structured way at intake, the repair technician risks working blind, unsure of what the customer actually expects or what was already damaged before the intervention. A well-built repair intake form is therefore the foundation of any serious repair management software.
In practice
From Lab > New repair, staff first select the customer: you can search for a customer already on file or create a new one on the fly, without leaving the ticket creation screen. Right after, you enter the device, choosing type, brand and model from the company's device catalog, plus color and, when available, serial number or IMEI: these two codes are essential to uniquely identify the smartphone or PC, especially in case of ownership disputes or later searches in the history.
The reported fault field captures the description the customer themselves gives of the problem (for example "the screen doesn't respond to touch" or "the PC turns itself off after a few minutes"), while a separate cosmetic condition field records the device's state at intake (scratches, dents, missing parts), an important detail to avoid disputes at pickup. You can also record the list of accessories delivered together with the device, such as charger, case, SIM card or power cable, so they can all be returned together once the repair is complete.
An initial status (from those configured under Administration > Repair statuses) can be assigned to the repair, and if needed a quote with the estimated amount and any deposit already taken at the counter. Once the ticket is saved, the system automatically generates a unique repair number that the customer can use to track the progress of their repair from their own customer portal or from the public link received in a notification, with no need to call the shop.
Quick guide
- From Lab, click New repair and search for an existing customer or create a new one with name, phone and email.
- Select the device type (smartphone, tablet, PC, laptop, etc.), brand and model from the catalog.
- Enter the color and, if available, the serial number or IMEI to uniquely identify the device.
- Describe the fault reported by the customer with clear, verifiable words.
- Note the device's cosmetic condition (scratches, pre-existing damage) to avoid disputes at pickup.
- Register the accessories delivered together with the device, for example charger, case or SIM.
- Assign an initial status to the repair and, if needed, link a quote with the estimated amount.
- Save the ticket: the system automatically generates a unique repair number, which you can immediately give to the customer.
Real use cases
A regular customer brings in their smartphone with a cracked screen: staff find them right away in the customer file, open a new repair in a few seconds, select the model from the already populated catalog, and record the IMEI read straight off the device, keeping consistency with that same customer's previous repairs.
A new customer walks in with a laptop that won't turn on: the technician creates the customer record on the fly while opening the ticket, describes the reported fault ("won't start, no light on power-on") and notes the case's cosmetic condition, including some pre-existing dents on the lid, so they are not mistakenly attributed to the lab's work.
A customer leaves a smartphone together with a charger and a case: staff record both accessories on the ticket, so that at pickup, weeks later, it is easy to verify everything received is actually returned.
Tips and best practices
Always record the IMEI or serial number when available: it is the only truly unique piece of data that distinguishes two identical devices of the same model and color. Describe the reported fault in the customer's own words, avoiding premature interpretations: the actual diagnosis comes later, during testing. Always photograph or note pre-existing cosmetic condition before starting any intervention, a precaution that protects both the repair shop and the customer from misunderstandings.
Common mistakes to avoid
Do not skip recording the accessories delivered: forgetting them at intake often leads to disputes at pickup about what was actually left at the shop. Do not leave the reported fault field generic or empty: a vague description slows down the repair technician's work, who then has to call the customer back for clarification. Avoid opening the repair without correctly selecting brand and model from the catalog: an incorrectly recorded device makes ordering the right spare parts later on more complicated.
Frequently asked questions
Can I create a repair without linking it to an existing customer? Yes, you can create a new customer record on the fly directly while opening the ticket, without having to go through the customer directory first.
How does the customer track their repair? With the unique repair number automatically generated by the system, also available from their own customer portal or via the link received in automatic notifications.
Do I need to add a quote right away when opening the ticket? No, linking a quote is optional at intake: you can add it right away if you already have an estimate, or later during diagnosis.
Is entering the IMEI or serial number mandatory? It is not always mandatory, but it is strongly recommended when available, since it is the data that uniquely identifies the device, useful in case of disputes or later searches.
Can I edit the repair's data after opening it? Yes, you can update device details, fault description, accessories and status at any time as the diagnosis progresses.
Can the repair number repeat between two different tickets? No, the system automatically checks that every generated repair number is unique before assigning it, avoiding duplicates even across repairs from different shops of the same company.
