Write and share a diagnosis report

Use this after you’ve checked a device and know what’s wrong. For example, a laptop that won’t start has a failed charging chip. The report tells the customer what you found, in writing, before they approve the repair.

Before you start

• Your shop must turn on Share diagnosis reports with customers first. It’s off until someone turns it on. See “Turn it on” below.
• Don’t see Diagnosis report? Ask your shop owner to let you add and edit jobs.
• Each job has one diagnosis report. You can edit it as often as you need.

Turn it on

Only someone who can change settings can do this.

• On a computer: go to Jobs and click the gear (Job settings) above the list. Turn on Share diagnosis reports with customers, then click Save.
• Or: go to Settings › App & account › General settings (Basic plan and above) and turn it on there.

Steps

On a computer

1. Go to Jobs and click the job.

2. Click Documents. Next to Diagnosis report (“Not created yet”), click Create.

   You can also click Job actions › Diagnosis report from the jobs list.

   

   Desktop

3. In Issue observed, write what the customer reported or what you saw. For example, “No display, battery drains fast”.

4. In Diagnosis notes, write what you found and what needs doing.

   You must fill in both boxes.

5. Check the Terms and Conditions. They start with your shop’s terms for diagnosis reports. Change them for this report if you need to.

6. At the top, click Create.

   The Diagnosis created window opens: “The findings are saved on the job.”

7. Under Print, click Document to print it. Or, under Notify customer, tick how to send it and click Send & close.

   

   Desktop

On a phone

New to the phone app? See Getting around on your phone.

1. In the bottom bar, tap Jobs. Then tap the job.

   Don’t see Jobs in the bottom bar? Tap More › Daily work › Jobs.

2. Tap ⋮ (Job actions). In the Documents & print list, find Diagnosis report and tap Create.

   

   Phone

3. Fill in Issue observed and Diagnosis notes. Check the Terms and Conditions.

4. At the bottom of the screen, tap Create.

5. In Diagnosis created, tap Document to print, or tick how to tell the customer and tap Send & close.

Done!

The diagnosis report is saved on the job. You’ll find it under Documents, ready to print or send again.

Good to know

• Change a report. Open it from Documents, click Edit, change the text and click Save.
• Send it again. On the report page, use Share for a link, the WhatsApp button, or the send button for email, SMS or app.
• Customer signature. The report page has signature boxes for the customer and your staff. See Get the customer to sign a job document.
• Your own wording. Set the default terms for diagnosis reports in Terms and conditions. Each business has its own.

Something not right?

• There’s no Diagnosis report in Documents: Share diagnosis reports with customers is off. See “Turn it on” above, or I can’t find a menu item or button.