Maintenance and tickets

A ticket is a report that something is broken or misbehaving — the espresso machine won’t heat, the freezer is making a noise. Almost every ticket ties back to an asset (a registered piece of equipment) at an outlet, so its fault history, warranty, and service record stay in one place. A ticket can also be raised without an asset, in which case it shows as General.

Staff side: the Maintenance tab

Staff open the Maintenance tab in the bottom bar (the spanner icon). The screen leads with three KPI cards — Open, Triaged, and Assets — and a toggle between two views:

Equipment — every registered asset at your outlet as a card, showing its type, when it was last serviced, and either an open-ticket count or an OK pill. Tap a card for the equipment detail sheet: health, Last service and Warranty facts, a single activity timeline mixing services and tickets, and a Raise ticket for this equipment button.
All tickets — every ticket at the outlet, filtered by Active, Open, Triaged, Closed, or All. Tap a ticket for the ticket detail sheet: what was reported, its status, and its timeline.

Raising a ticket

Tap Raise in the top bar (or the button inside an equipment sheet) to open the Raise a ticket dialog:

Asset — pick the equipment, or leave it as “No specific asset” for a general fault.
What’s wrong? — a short title, e.g. “Grinder motor overheating”.
Details — optional: when it started, what you’ve tried.
Severity — Minor, Major, or Critical. Critical faults notify the outlet team immediately.
Tap Raise ticket. It lands in the manager queue as Open.

Ticket statuses

Open — just raised; waiting for a manager to triage.
Triaged — a manager has looked at it and accepted it.
In progress — being worked, often routed to a vendor.
Closed — fixed and closed out (shown as Resolved), with any repair cost recorded.
Duplicate — closed because another ticket already covers the same fault.

Scan-to-report with QR stickers

Every asset can carry a printed QR sticker. Anyone — staff, a cleaner, even a customer — can point a phone camera at it and report a fault, with no sign-in and no app:

Scanning opens a public page for that exact unit, showing its name, type, and outlet so the reporter can confirm they’ve got the right machine.
They fill in Your name and What’s wrong?, flip the It’s urgent switch if it can’t wait, and tap Report issue.
They get a reference number, and the report lands in the manager’s ticket queue like any other open ticket.

Note: If a scan shows “This sticker isn’t linked”, the QR points at equipment that no longer exists in the registry — ask a manager to re-print the label.

Manager side: Console > Tickets

Tickets in the console sidebar (under Cluster) is the triage board for the whole estate. It has:

KPI cards — Open (need triage), Triaged (ready to assign), In progress, and Resolved.
Tabs — Open, In progress, Resolved, All — plus a search box and an outlet filter.
An SLA chip on any ticket that has breached its response window, so the oldest fires stand out.
A Raise ticket button — the same dialog as staff, with an extra outlet picker.

Click any ticket to open the ticket inspector: triage it, route it to a vendor, move it through In progress, and resolve it with the repair cost.

Manager side: Console > Assets

Assets in the sidebar (also under Cluster) is the equipment registry. It shows KPI cards for Total assets, Under warranty, Needs service, and Down now, an outlet filter, and the registry table — warranty, service history, and one-tap ticketing per unit. Click a row for the asset inspector.

This is also where QR stickers come from: Add asset registers a new unit, and the Asset label dialog that follows shows its scan-to-report QR with a Print button. Print the sticker and stick it on the machine. You can re-open the label for any asset later.

Note: Registering assets and logging services are manager actions; staff can view equipment and raise tickets against it.

Maintenance spend in Reports

Every repair cost recorded when a ticket is closed out feeds the maintenance spend sparkline on the Reports page, alongside compliance and escalations — so you can see which months (and which outlets) are burning money on repairs. See Monitoring your outlets for the wider picture.