If you run a computer or phone repair shop, you already know where the time goes. A laptop comes in over the counter, someone scribbles the fault on a sticky note, a part gets ordered, the customer rings to ask how it is going, and nobody can find the note. Repair shop ticketing software exists to stop that happening. Seraph Helpdesk was built by people who run an IT support and repair business in Oxford, and it is designed around the way a real repair counter works.
How Seraph works as repair shop ticketing software
Seraph is a customer support management system originally designed for IT support companies handling both retail shop customers and business clients. For a repair shop, that means one place to book in jobs, record the device, track the work and close the job properly when it goes back to the customer.
Book in repairs in a few clicks
From the Bookings screen you pick the customer, choose Repair, and add the device you are working on. You then record the repair details and describe the fault in the customer’s own words. The job is saved straight away, so it cannot get lost between the counter and the workshop.
Everything about the job on one page
Once a repair is booked, the job page is where your technicians spend their day. From there you can:
- set how much you will charge for labour
- assign the job to another technician
- see the customer’s location and call them
- add notes so every step of the work is recorded
- manage the devices attached to the job
- add parts you are buying in for the customer, such as a replacement screen
Because notes, parts and labour live on the job itself, anyone picking it up later can see exactly where it stands.
Remote support and on-site visits too
Most repair shops do more than bench work. Seraph lets you book a Support job for remote help, where you set the severity and type and describe the problem, or an Onsite job with a date for a visit. Repairs, remote sessions and call-outs all sit in the same dashboard, so you get one view of the whole workload.
Quality control before the customer collects
When a job is finished, the documented process is to check that labour and any parts ordered have been charged, make sure the notes are complete, and then move the job to Quality Control. That simple step catches unbilled parts and half-finished notes before the device goes back over the counter.
Computer repair job management beyond the ticket
Good computer repair job management software should help with the running of the shop, not just the repairs. Seraph includes several modules that repair businesses usually end up buying separately.
Stock control for parts
Track spare parts, devices, consumables and software licences. Seraph helps you log usage and update quantities, so you have a clearer picture of what is on the shelf before you promise a same-week turnaround.
Credit control and billing
Seraph includes credit control inside the support dashboard. The features page describes automated reminders, monitoring of overdue invoices and integration with your accounting system, which is useful if you have trade or business customers on account.
Customer records and service history
Client base management keeps customer details, service history and communications together. When a regular customer brings in their third laptop, you can see what you did last time.
Calendar, staff and reports
- Business calendar to plan shifts, on-site visits and deadlines so you know who is handling what.
- Human resources features to manage staff details, roles, working hours and workloads.
- Statistics and reports on ticket volume, response times and staff performance.
- Internal chat so the counter and the workshop can message privately, publicly or in groups.
An Android app for the workshop floor
Technicians can manage support cases from the Android app. The Seraph website notes that iOS and Windows versions are coming soon.
Why open source matters for a repair shop
Every repair business works a little differently. Some do mostly walk-in consumer repairs, others mostly business contracts. Seraph is open source and modular, so you can start with the core modules and add or remove features as you need them. There is also a REST API for connecting Seraph to your website, CRM or other systems. You can read more on the Seraph features page.
You also choose where your data lives. You can run Seraph yourself on your own hardware, or let the Seraph team host it for you. If you want to understand the trade-offs, our guide to self-hosted vs cloud helpdesk software walks through them.
Getting started
Seraph is packaged as a VirtualBox image, so you do not need to install a web server and database by hand. In outline:
- Install virtualisation software such as Oracle VM VirtualBox.
- Download the Seraph image and import it into VirtualBox.
- Start the virtual machine, check its network settings and note its IP address.
- Open that address in a web browser and log in to the Seraph dashboard.
- Set up your users and groups in Admin, then book your first repair.
The full step-by-step guide, including network settings, is in the Seraph documentation. A Docker image is also available from the download page. For a practical walk-through of setting up your statuses and process, see how to set up a repair ticketing workflow.
Plans and pricing
Seraph has three plans, listed on the pricing page:
- Basic, £0 a month: the Seraph software to run on your own infrastructure.
- Standard, £50 a month: the software plus hosting and data backups.
- Premium, £299 a month: hosting and backups plus full support and software customisation.
Many small shops start with the free version to try it on their own machine, then move to a hosted plan when they would rather not look after the server themselves.
Built by a repair business, not just for one
Seraph is connected to Computer Assistance, an independent computer support company in Oxford that looks after home and business customers from its shop. That day-to-day experience of booking in devices, ordering parts and chasing invoices is what shaped the system. You can read more about Seraph Helpdesk.
Frequently asked questions
Is Seraph free for a small repair shop?
Yes. The Basic plan is £0 a month and gives you the Seraph software to run on your own infrastructure. Hosting, backups, support and customisation come with the paid plans.
Can I track parts ordered for a customer’s repair?
Yes. You can add parts to a repair job, and the stock control module helps you track spare parts and quantities.
Does Seraph handle on-site and remote jobs as well as bench repairs?
Yes. When booking a job you can choose Repair, Support (remote) or Onsite, and they all appear in the same dashboard.
Do I need technical skills to install it?
You need to be comfortable installing VirtualBox and importing a virtual machine. The documentation covers each step. If you would rather not run it yourself, the Standard and Premium plans include hosting.
Is there a mobile app?
There is an Android app for managing support cases. The website says iOS and Windows versions are coming soon.
Try Seraph in your shop
The quickest way to see whether Seraph is the right repair shop ticketing software for your counter is to try it. Download Seraph Helpdesk for free, or contact the team on 01865 451 177 to talk about a hosted plan.