Create Your First Repair Ticket and Tracking Code

Taking in a device cleanly is the foundation of every repair. This guide walks you through creating your first repair order in RagoxCell, from adding the customer to handing over a tracking code so they can follow the job online.

You will need access to your shop dashboard and the device in front of you. The whole intake takes a couple of minutes once you know the flow.

Open the new order screen

From the dashboard sidebar, go to Orders, then click New repair order. This opens the intake form, which is organized top to bottom: Customer, Device, and the issue details. You fill it in once and save it as a single ticket.

Keep the device, charger, and any accessories on the counter as you go. You will reference them in the next steps.

Add or select the customer

Every order belongs to a customer, so this is the first thing RagoxCell asks for.

• Existing customer: Type a name, phone number, or email into the search box. Matching customers appear below; click the one you want.
• New customer: If no match shows up, click + New customer. RagoxCell pre-fills the name from whatever you typed, so you do not retype it.

When you add a new customer you can capture more than the basics:

• Name, phone, and email
• Address, with ZIP autocomplete that fills in city and state for you
• A lead source ("How did you hear about us?") so you can see where business comes from later

Spend the extra ten seconds here. A complete customer record means notifications reach the right place and your reporting stays accurate. Once a customer is selected, the form shows their name with a Change button if you picked the wrong one.

Enter the device details

Next, describe the device under the Device section. The more specific you are, the easier the device is to find, quote, and return to the right person.

• Type: laptop, phone, desktop, tablet, or other
• Brand and model
• Color (helpful when several similar units are on the bench)
• Serial / IMEI
• Passcode / Pattern

Why the passcode matters

If the repair requires testing, the technician usually needs to unlock the device. Recording the passcode at intake saves a callback later. RagoxCell stores device passcodes encrypted, and they appear only inside the order detail for your staff, never on the customer-facing portal.

Record the condition at intake

The single most useful habit at drop-off is documenting the device's condition before you touch it. It protects both you and the customer if a question comes up later.

After you save the order (next step), open the order and select the Condition tab, then click Load condition checklist. RagoxCell loads a standard set of checks, including:

• Powers on, display, and touchscreen
• Front and rear cameras
• Buttons, speakers, and microphone
• Charging port and Wi-Fi / Bluetooth
• Battery health, SIM tray, and back glass
• Water damage indicator

For each line, mark OK, Fault, or N/A. You can add your own checks for unusual items, and the tab shows a running count of faults so nothing slips through. If your shop has a custom checklist saved in Settings, RagoxCell loads that instead of the default.

Attach intake photos

Photos turn "I think there was already a crack" into a documented fact. On the order, open the Photos tab and upload images of the device as received.

• Capture existing scratches, cracks, dents, and any liquid damage
• Photograph the screen powered on or off to show its starting state
• Add a short caption to each photo so context is clear later

Photos are organized by stage (intake, repair, delivery), so the drop-off condition stays separate from work-in-progress and finished shots.

Fill in the issue and save the order

Back on the intake form, complete the remaining fields:

• Reported issue (required): Write the customer's description in their words, for example "won't charge unless cable is wiggled."
• Accessories received: Note anything you are holding, such as charger, case, or SIM. This is your checklist when the device goes back out.
• Estimated ready date: Set an expectation if you can.
• Priority: Normal, High, or Urgent.

Click Create order. RagoxCell assigns a sequential ticket number using your shop's prefix (for example, PH-43390) and generates a unique tracking code. The order starts in the Received state, and a "we received your device" notification is queued to the customer automatically if you have notifications enabled.

Share the tracking code and portal link

Open the saved order. Near the top you will see the Tracking code (customer portal), a short code unique to this ticket. Share it with the customer so they can check status themselves.

Customers visit your portal at /track on your RagoxCell site, enter the code, and see the current status plus any updates your team has marked as customer-visible. The same link is included in the automatic notifications RagoxCell sends as the job progresses.

A few practical tips:

• Print a drop-off label or receipt from the buttons on the order header so the customer leaves with the ticket number in hand.
• The tracking code is intentionally long and random, so it is not guessable. Only people who have the code can view that order.
• Direct customers to the tracking page instead of calling for status. It cuts down on interruptions and keeps your team focused on repairs.

That is a complete intake: a customer on file, a documented device, a condition record, photos, and a tracking code in the customer's hands. Once it feels routine, explore the Condition templates and notification settings to tailor the flow to how your shop works.