Help for Operations
Run the ticket queue, dispatch technicians, review reports and send quotations.
Getting started
- Create your accountSign up as a client, technician or corporate account on the website or in the app.Walkthrough
- Account approval for technicians and corporate accountsWhy technician and corporate sign-ups wait for approval, and what the office does before you can sign in.
- Sign in to PrimeFixSign in on the website or in the app, stay signed in on your own devices, and fix common sign-in problems.Walkthrough
- Find your way aroundThe sidebar, top bar, command palette and phone navigation, and where to find help.
- Tour of the mobile appHow the PrimeFix app is laid out for your role: tabs, More, Settings, notifications and drafts.
- Ticket statuses explainedWhat each of the ticket statuses means, who moves the ticket on, and what happens next.
- Service categories, system types and prioritiesHow to pick the service category, system type and priority when you raise a request.
Your account
- Reset your passwordGet a reset link by email and set a new password on the website.
- Language and appearanceSwitch between English and Arabic, and between light and dark, on the website and in the app.
- NotificationsWhat you are notified about, where notifications appear, and how push, email and WhatsApp are used.
Operations
- Your operations dashboardRead the admin dashboard: accounts waiting for approval, ticket counts by stage, charts and recent activity.Walkthrough
- Work the ticket queueUse the Tickets list: quick views, filters, the SLA column, sorting and sharing a filtered list.Walkthrough
- Create a ticket for a clientLog a complaint for an existing or new client, pin the site, set priority and SLA, and send it to the queue.Walkthrough
- Edit a ticketChange a ticket's site, pin, job details, priority, SLA, preferred visit or attachments.
- Assign a technicianPick the nearest suitable technician on the map or list, set the assignment type and pay, and dispatch.Walkthrough
- Assign several tickets at onceTick tickets in the queue and send them all to one technician in one go. Web only.
- Schedule or skip the site visitBook the technician's site visit on an assigned ticket, or skip it so the diagnosis can be done remotely.Walkthrough
- Live locationsSee where the field team is right now and who is nearest to each unassigned ticket.Walkthrough
- Review the diagnosisCheck the technician's findings, tidy the wording with AI if needed, and mark the diagnosis reviewed.Walkthrough
- Build and send a quotationPrice the job with line items, discount and validity, save a draft or send it, and revise after feedback.Walkthrough
- The quotations boardSee every quotation grouped by status, jump to its ticket and finish drafts.
- Advance paymentsAsk the client for part of the job up front, record what they pay, send a payment link, or skip it.Walkthrough
- Record or correct an on-site paymentRecord money a client paid at the site, or correct and remove what a technician recorded.
- Review the completion reportCheck the technician's completion report, polish it, and approve it so the client can sign off.Walkthrough
- Cancel a ticketStop a ticket that should not go ahead, with a reason. Cancelling is final.
- Internal team ticketsRaise work your own company orders for itself, approve it as the responsible role, and settle the invoice internally.Walkthrough
- Technical reportsGenerate an engineering report from a ticket with AI, review it, download the PDF and finalize it.Walkthrough
- Reviews and ratingsSee how clients rate finished jobs, by technician and by visit, and spot low ratings early.
- Manage clientsAdd and edit clients, keep their tax details ready for e-invoicing, track onboarding and invite them to the portal.Walkthrough
- Approve pending accountsReview technicians and corporate accounts who signed up themselves and activate them.Walkthrough
- Team and accountsInvite staff, technicians and corporate accounts, change roles and status, and link corporate accounts to their company.
- Pay ratesSet how a technician or corporate account is paid per job: a fixed amount, a percentage, or both.Walkthrough
- The app for office staffWhat Super Admins, Operations Managers, accountants and Sales can do in the PrimeFix app, and what stays on the web.