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📬 Tickets & Enquiries Overview

Tickets (also called Enquiries) are the starting point for every customer interaction in RepairMinder. Whether a customer calls, emails, walks in, or submits a form on your website, it all starts with a ticket.

What is a Ticket?​

A ticket represents a customer enquiry or request. It can be:

  • A new lead asking about your services
  • A repair request that hasn't become an order yet
  • A follow-up question from an existing customer
  • An inbound email automatically captured by the system

Ticket Lifecycle​

New Enquiry → Open → Pending → Resolved → Closed
                ↓
           Convert to Order

Ticket Statuses​

StatusDescription
OpenActive ticket requiring attention
PendingWaiting for customer response or information
ResolvedIssue addressed, awaiting confirmation
ClosedTicket complete, no further action needed

Key Features​

📝 Conversation Threading​

Every ticket maintains a complete conversation history including:

  • Customer messages
  • Your replies
  • Internal notes (not visible to customer)
  • Email delivery status

📧 Email Integration​

Tickets integrate with email to:

  • Automatically create tickets from inbound emails
  • Send replies directly from the ticket
  • Track email opens and clicks
  • Handle bounces and delivery issues

🔄 Ticket Merging​

When a customer contacts you multiple times about the same issue, you can merge tickets to keep everything in one place.

⚡ Workflow Automation​

Connect tickets to automated workflows to:

  • Send follow-up emails after a delay
  • Request reviews when resolved
  • Escalate if no response

📎 File Attachments​

Attach documents, images, and files to tickets for reference.

Converting to Orders​

When a ticket becomes a confirmed repair job, convert it to an order:

  1. Open the ticket
  2. Click Create Order
  3. The order links back to the original ticket

All conversation history remains accessible from the order.

Quick Actions​

From the tickets list, you can quickly:

  • Filter by status, assignment, or location
  • Assign tickets to team members
  • Bulk update ticket statuses
  • Search across all tickets

Next Steps​