Check-in & kiosk

Check-in is how a walk-in becomes a ticket. Staff can run the complete flow in the main workspace, or you can put the configurable version on a customer-facing kiosk.

Recorded from the current real app: a returning customer, two devices, complete intake details, queue and store assignment, and the finished ticket.

Staff-led walk-in

Open New Ticket from the main workspace and complete the intake in one view:

• Search for a returning customer or create a new contact
• Add one or several devices to the same drop-off
• Record the category, requested service, IMEI, serial, access code, and price estimate for each device
• Choose the queue and destination store, then add referral details and internal notes
• Create the ticket and open it directly from the real queue

When BenchKey recognizes a customer or device, the prior history appears during intake so staff can review it without creating duplicates.

The form builder

The check-in builder works like a form builder you own, add, remove, require, and reorder fields:

• Contact fields, name, phone, email (used for customer matching/dedupe)
• Device fields, what’s being dropped off, serial/identifiers
• The problem, in the customer’s own words
• Custom questions, passwords, chargers included, fuel state, “where did you hear about us”, whatever your counter needs
• Optional-field menu, preset fields you can re-add later if you remove them

Changes go live immediately.

Kiosk mode

Run the same form full-screen on a customer-facing tablet, an iPad on a stand works great, but anything with a browser does. Customers type their own contact info (goodbye, misheard email addresses), and staff can review before the ticket is created.

What happens on submit

1. The customer record is found (matched by phone/email) or created
2. Every device or asset keeps its own repair details and identifiers
3. The ticket is created in the chosen store and queue with the complete intake
4. The device label can print automatically when printing is connected
5. Intake messaging fires, including the portal link

Tips

• Keep the form as short as honesty allows; every extra required field slows the rush.
• Use a custom field for anything you repeatedly forget to ask, that’s the form’s job now.
• Test the flow yourself monthly: walk in as a customer would, and feel where it drags.