From complaint to invoice —
nine structured steps.

The ticket sits in your queue marked unreported. A team member reviews it, sets priority (urgent, normal, low, or inquiry), assigns an owner, and marks it reported — at which point it enters the main support ticket list. Posting the first reply automatically transitions the ticket from open to in-progress.

One click on "Create Service Call" opens a pre-filled form with the customer, product, and original complaint already populated. The service call is created and permanently linked to the originating ticket via a foreign key — both records stay connected for the full lifecycle. Alternatively, the ticket can be linked to an existing open service call.

Dispatchers use the visual Service Planner — a drag-and-drop scheduling board — to assign one or more service activities to the call. The planner shows technician availability, declared skills (with validity dates), and respects your configured work hours, time slots, and bank holidays. Multiple technicians can be assigned to a single activity.

The assigned technician logs into their dedicated portal and sees only the activities assigned to them. They view service call notes, problem type, required skills, and any admin notes. They transition their activity status — open → in progress → completed — in real time. Dispatchers see status changes instantly in the main workspace.

If a part is needed, the technician reserves it from their portal. If parts auto-approval is off, the request appears in the dispatcher's approval queue — where they can approve or reject individually or in bulk. Once approved, the technician marks the part as used on-site. If returned, they mark it returned. Every step — reserved, approved, used, returned — is recorded on the ActivityPart record.

The technician completes a template-driven activity report directly in their portal. The report captures GPS coordinates, a structured field log (stored as JSON supporting custom field definitions), and polymorphic file attachments — photos, PDFs, and documents. The report is permanently linked to both the service call and the activity by UUID.

Your B2B customer logs into their own dedicated portal throughout the process. They can see the live status of any open ticket, their registered equipment and warranty dates, and download any shared documents. Customer Managers can also raise new tickets and manage portal users within their organisation — reducing inbound calls to your office.

When all activities are completed, the service call is marked closed. Resolution notes are recorded. The billable flag is set. A middleware guard prevents any further activity on closed service calls — protecting the record integrity. The audit log captures the closing event, the actor, and the timestamp.

An invoice is generated and linked directly to the service call and customer. Line items, shipping, and up to four concurrent tax types (SST, GST, VAT, service tax) are applied with rate and computed amount columns. The invoice PDF is generated automatically and sent by email. Reminder emails are queued on schedule. Payment is recorded with a paid_at timestamp and a receipt email is sent automatically.