templates

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📄 Templates & Standard Responses

Part of the IT-Manual Boilerplate text for tickets, invoices, and client communication.

📖 Overview

This directory contains the “Copy-Paste” resources for the shop. Using these templates ensures that every client receives the same high level of professional communication, whether they are getting a text message about a pickup or an invoice for a complex server migration.

📂 Contents

💬 Client Communication

Scripts for emails, texts, and phone calls.

SMS & Email Templates Most Used: Pre-written messages for common ticket statuses:
- “Your device is checked in.”
- “We need your password.”
- “Your repair is complete / Ready for pickup.”
- “Parts represent a delay.”
Communication General guidelines for tone and style. How to explain complex technical issues to non-technical clients without sounding condescending.

💰 Billing & Invoicing

Standardizing how we charge.

Invoice Templates Standard wording and line-item descriptions for common services. Use these to ensure “Virus Removal” isn’t described five different ways by five different techs.
- Includes standard disclaimers for invoices.

📝 Internal Documentation

How to write ticket notes.

Notes & Documentation Critical for History: Standards for internal ticket updates. Defines the difference between “Public Notes” (client sees) and “Internal Notes” (staff only), and what details must be recorded before closing a ticket.

⚡ The “Good Note” vs. “Bad Note”

Reference from Notes-Documentation.md

Feature	❌ Bad Note	✅ Good Note
Detail	“Fixed computer.”	“Replaced failing HDD with 500GB SSD. Cloned data successfully.”
Testing	“Works good.”	“Booted to Windows. Connected to WiFi. Played YouTube video to test audio. All OK.”
Hand-off	“Done.”	“Device cleaned and placed on ‘Ready for Pickup’ shelf. Charger is wrapped with device.”
Client Comms	“Called client.”	“Called client at 2:00pm. Left voicemail regarding approval for new battery cost ($50).”

Maintained by Pacific Northwest Computers