Service requests

Overview

The Services section manages repair and maintenance requests — ring resizing, stone replacement, cleaning, appraisals, and other jewelry services.

Service requests

Each service request tracks:

• Customer — who submitted the request
• Type — what kind of service is needed
• Status — current state of the request
• Assigned to — which team member is handling it
• Messages — thread of communication with the customer
• Dates — submitted, estimated completion, and actual completion

Service workflow

1. Customer submits a request (or staff creates one on behalf of customer)
2. Request appears in the service queue with "New" status
3. Staff assigns the request to a team member
4. Team member updates status as work progresses
5. Customer receives notifications at each status change
6. When complete, the customer is notified to pick up or expect delivery