How to Automate RepairDesk

Every phone on the bench has a RepairDesk ticket behind it

Cell phone and computer repair shops run the counter, the bench and the parts shelf on RepairDesk, which also serves watch, jewelry, camera, drone and small engine repair. Each device that comes over the counter gets a ticket with the customer, the IMEI or serial number, the fault, the parts used and the technician assigned, and the same system rings up screen protectors and chargers at the till.

Around the ticket sit serialized inventory down to individual handsets, purchase orders and goods received notes, RMAs for faulty parts going back to the vendor, and trade-ins that can be refurbished and resold. The Mail-in Suite for repairs sent by post comes with the Advanced plan, and Growth and Advanced add multi-location, so one account can run several stores. Each ticket also carries the warranty the shop gives on the repair.

Finished phones wait on the pickup shelf for weeks

A repaired iPhone goes to the pickup shelf on Tuesday and the ready text goes out. Two weeks later it is still there, next to a tablet from the month before, and the owner has to decide when a storage fee starts and who rings the customer about it.

A screen replaced in July carries the shop's 90-day warranty, and the customer has no idea it ends next week. When the touch fails the day after it lapses, the counter gets an argument instead of a warranty repair.

Each morning the bench lead works out which tickets are past their promised date, which have had no update for two days and which were waiting on a part that arrived yesterday. Happy customers walk out with their phones and are never asked for a review.

ARIA reads a ticket's status to the customer who calls

ARIA, RepairDesk's AI receptionist, answers the calls the counter cannot take, books repair appointments and reads a ticket's status and latest diagnostic notes to a caller asking whether their phone is ready. It is priced on its own, from $79 a month on annual billing for 200 calls.

Each ticket status can send its own SMS and email, so the ready-for-pickup text goes out the moment a technician changes the status. Automations build flows from ticket and invoice events, with delays such as three days before a pickup reminder and quiet hours for texts. With Google review automation, an add-on included in RepairDesk Connect, a review link goes by text 24 hours after a repair, and RepairDesk's AI drafts replies to the reviews that come in.

The triggers RepairDesk documents for Automations are ticket and invoice events, and a warranty's end date is not among them. A pickup reminder fires on the delay set once for every ticket, and the shelf of phones past two weeks still waits for the owner. The Advanced Reporting and KPI Dashboard, on Growth and Advanced, holds the bench's numbers on a screen the bench lead must open.

The counter emails each customer a week before their repair warranty ends

Check-in emails for warranties ending within the week sit in the counter's Gmail drafts, each naming the device, the repair and the end date and inviting the customer back if anything is not right. Slack lists every warranty ending that week, with those inside 48 hours marked urgent.

Phones still on the shelf three days after completion get a collection reminder with the ticket number, and from day seven the draft mentions the shop's storage-fee policy. The owner reads a Slack list of uncollected devices, oldest first; devices past 14 days carry a mark for the storage-fee conversation.

The bench lead opens an 8:00 digest in the team channel: open tickets counted by status, overdue jobs with their days late, tickets with no update in 48 hours, and parts that arrived since yesterday.

Within minutes of a ticket moving to Completed, the counter has a pickup email to send with the store's address and hours, and the day after collection, a review request carrying the Google review link, skipping customers who had a request in the past 90 days.

A RepairDesk status change can text the customer, so WebRun leaves statuses alone

Those emails come from three dates on each ticket: the warranty end date, the completion date and the collection date. WebRun is an AI agent that works a real Chrome browser, signed in as you. The owner gives it an employee login at app.repairdesk.co with chosen permissions, which takes one of the five users on Essential or eight on Growth.

It reads tickets without moving any of them to a new status, and the counter sends every draft from Gmail. The warranty check-ins and the morning digest have no RepairDesk message behind them; the pickup notice repeats what the Completed status can already send.