Tickets

Creating tickets

There are two ways tickets enter the system:

Created in admin

Click Tickets > Create ticket in the Shopify admin. These tickets start at the Received status (the admin default) and the received date is set automatically.

Online submission

Customers submit repairs through your customer portal. These tickets start at Pending Review (the online default). The received date is set when you move the ticket to Received.

Online submission is a Pro feature and must be enabled in Settings.

Ticket detail page

Each ticket has a detail page with collapsible sections:

• Item info — item description, category, brand/model, serial number, accessories included.
• Condition & issue — reported issue, condition notes, internal notes.
• Customer — name, email, phone, address. Linked to a customer record.
• Status — current status with a dropdown to change it. Shows the full status timeline.
• Assignment — assigned technician and estimated/due dates.
• Payment — estimated cost, amount paid, payment status. Link to draft order if created.
• Shipping — carrier, inbound and outbound tracking numbers.
• Photos — intake, during-repair, and post-repair photos (Pro).
• Parts & materials — parts used in the repair with cost tracking (Pro).
• Notes — technician comments, visible only to staff.
• Activity timeline — system-generated log of every change made to the ticket.

Each section uses a menu to open an edit modal. This prevents accidental overwrites when multiple people view the same ticket.

Searching and filtering

The ticket list supports:

• Search by customer name, email, ticket number, item description, issue, or notes.
• Filter by status to focus on specific workflow stages.
• Sort by date created, due date, or status.
• Pagination for large ticket volumes.

Archiving

• Tickets auto-archive when moved to a final status (Completed, Cancelled).
• Archived tickets are hidden from the main list but viewable in the Archived tab.
• If you revert a ticket from a final status, it unarchives automatically.

Deleting tickets

Delete a ticket from its detail page via the page menu. This is permanent — the ticket, its notes, photos, parts, and activity history are all removed. The linked customer record is preserved.