The recommended list
- 1Received — the device is checked in, not yet touched. Every device starts here.
- 2Diagnosing — a tech is finding out what’s wrong and what’s needed.
- 3In progress — the actual repair is happening.
- 4Waiting on part — a component is on order; the repair is paused until it arrives.
- 5Waiting on approval — the quote is with the customer; the ball is in their court.
- 6Ready for pickup — the repair is done; you’re waiting on the customer.
- 7Completed — delivered and paid. Closed.
- 8Cancelled — the customer passed, or the repair wasn’t worth it. Note why.
The two statuses where repairs get stuck
"Waiting on part" and "waiting on approval" are where repairs get forgotten — because nobody is actively working on them. A simple routine: once a day, walk both lists. A part that hasn’t arrived in a week — chase the supplier. A customer who hasn’t answered in two days — a short, polite reminder.
The distinction also matters with the customer: "waiting on a part" is yours to push; "waiting on your approval" puts the ball clearly in their court, and you can say so politely and confidently.
Rules that make statuses actually work
- Update the status the moment things change, not at day’s end. A stale status is worse than none.
- Every status has a clear owner: who is supposed to move this repair forward.
- Moving to "ready for pickup" always comes with a customer notification — otherwise the device just sits there.
- Never add a status without removing one. If you need more than eight, you’re probably encoding information that belongs in the ticket notes.
Statuses and customer updates
Not every status change interests the customer. Two moments justify a message: when the repair is delayed beyond what you promised (waiting on part/approval), and when the device is ready. Everything else is noise. A short message with the customer’s name, the device, and the next step does the job.