Software for Service Tickets
Software for service tickets by Saitami covers the full path of a device through a repair shop — from the moment a customer drops it off or calls, through dispatch and repair, to the signed handover protocol and invoice. One workspace for reception, dispatcher and technician, with no spreadsheets and no lost notes.
What's included
- Intake via web form, phone and email — self-service customer portal, RMA inbox and SIP pop-up on inbound calls. Every new ticket lands in a single queue automatically.
- Auto-numbering and QR barcode label — unique ticket numbers (S-2026-00123) printed as a QR sticker at intake. The technician scans and opens the record in two seconds.
- Status workflow — new → in progress → ready → delivered — configurable transitions, mandatory fields per stage and automatic SMS or Viber notifications to the customer on every status change.
- Dispatch board — drag-and-drop kanban with technician load, priorities, warranty deadlines and parts availability. The software suggests who should take each new ticket.
- SLA with alerts and escalation — timer per ticket type, visual warnings as deadlines approach and automatic escalation to the manager on breach.
- Printable handover protocol — PDF with customer signature, before/after photos, defect description, price and a QR for verification. Court-accepted format.
- History per customer and per device — full repair log by serial number, IMEI or batch. On a second ticket the system shows every previous repair and part used.
- Invoicing on closure — when status switches to "delivered" the software generates an invoice through your accounting system, emails it and closes the ticket on the same day.
Who it's for
Electronics repair
Phones, laptops, tablets and drones. High volume of small tickets, each with a unique IMEI or serial, warranty and out-of-warranty cases, RMA to manufacturer. Service intake via QR at the counter takes under 60 seconds.
White goods service
Fridges, washing machines, ovens, AC units. Tickets come by phone with vague descriptions, require on-site diagnosis and a spare part. A repair log per model saves time on recurring defects.
Industrial maintenance
CNC machines, forklifts, production lines. Smaller volume but each ticket has a halted line and an SLA measured in hours. The software stores subscription contracts, planned maintenance and audit-ready proof of work.
How we build it
1. PostgreSQL core. Relational database for tickets, devices, customers, parts and protocols. Strong consistency under simultaneous reception, dispatcher and technician edits.
2. Next.js front end. Fast server-rendered interface for reception and dispatch, WebSocket live updates and a clean dark/light mode for both shop floor and office.
3. Mobile technician app. React Native, offline-first because workshops often lack stable signal. QR scanner, camera, local SQLite cache and auto-sync when online.
4. PDF protocol with signature. Generated handover protocol with logo, defect, price, on-screen signature and a QR for verification — stored for the legally required five years.
5. Accounting integration. Two-way sync with your accounting software for customers, items, invoices and payments — no double entry.
Why Saitami
+34%
more tickets closed per day after deployment in an electronics shop with six technicians
−29%
handover errors thanks to the signed protocol and before/after photos
from €3,800
starting price for software for service tickets with dispatch, protocol and mobile app
Frequently Asked Questions
How is service tickets software different from helpdesk software?
Helpdesk software handles emails and chats — the ticket is a question solved with a reply. Software for service tickets handles physical devices that enter the workshop, carry a serial number, go through a repair with spare parts and leave with a signed handover protocol. The core entity is the device and the protocol, not the conversation.
Can it print a protocol with a signature?
Yes. The system generates a PDF handover protocol with company logo, defect description, price, before/after photos and a signature area. Signatures are collected on a touchscreen at intake and at delivery, or scanned from paper. The document is stored for five years and is accepted in court disputes.
Does it support SLA notifications?
Every ticket carries a configurable SLA timer based on priority and service type. At 75% of elapsed time the system reminds the technician; at 100% it escalates to the manager via email, SMS and Telegram. Customers receive automatic Viber or SMS updates on every status change, eliminating "is it ready?" calls.
How much does software for service tickets cost?
The starter configuration with intake, dispatcher, status workflow and PDF protocol begins at €3,800 one-off — no per-user monthly fees. A broader scope with mobile technician app, SLA module, accounting integration and customer portal runs €6,500–€12,000. Thirty-minute demo and a precise quote within 48 hours.
Ready for software for service tickets that closes the loop from intake to invoice?
Book a 30-minute session — see a live demo with ticket flow, dispatch board and signed protocol, and walk away with a quote tailored to your process. EUR pricing, no per-user monthly fees.
Free consultation and demo →Related solutions: Project management system · Support ticketing system · CRM system development · custom software development · mobile technician app · API integrations
Saitami builds custom software for service tickets for electronics shops, white goods service and industrial maintenance across Bulgaria and the region — with RMA, SLA and a signed handover protocol.