Feature Map

Different dashboard views for enterprise users, contractor admins, and Returna super admins. Each role sees relevant KPIs and action items.

Drag-and-drop widget layout with add/remove/resize. Users can customize their dashboard view.

Priority-sorted list of items needing user attention — SLA breaches, pending approvals, stalled tickets.

WebSocket-driven live updates to dashboard KPIs and widgets without page refresh.

Create, read, update tickets with full lifecycle state machine. Manual creation, CSV bulk upload, and integration import.

Pull tickets from FreshService ITSM. Preview, validate, filter by country/region, select, and import. 6-hourly auto-import with distributed locking.

Automatic return label generation via DHL API. QR codes for EMEA. Label attached to welcome email.

Automated welcome emails to employees with return instructions, labels, and pickup details. Template-driven per contract.

Support for box return, bulk return, redeployment, relocation, and collection ticket types with type-specific workflows.

Per-ticket SLA clock with pause/resume rules. Warning at 80%, breach at 100%. Dashboard surfacing and notifications.

Select multiple tickets for bulk status change, assignment, label generation, email sending, and export.

Complex filter combinations with save/load. Shareable filter URLs. Personal and team saved views.

Auto-detect legal hold tags on FreshService import. Flag tickets, prevent disposition, system comment on import.

Tickets where only a shipping label is needed (no box). Auto-detected from FreshService tags, supported in manual/CSV creation.

Track inbound and outbound shipments. Shipment status, carrier integration, delivery confirmation.

Scan-driven intake workflow. Match devices to tickets, record serial numbers, condition assessment.

Track device outcomes — resale, recycle, return-to-enterprise, scrap. Outcome discovery post-processing.

Enterprise asset inventory with search, filter, and detailed asset views. Manufacturer, model, grade, location, status.

Full chain-of-custody tracking via location history. Who had it, where it went, every handoff logged.

Decision queue for repair requests. Bulk approve/reject with configurable auto-approval rules.

Manage device redeployment to new employees and relocation between offices. Inventory-as-requirements model.

Data erasure tracking with certificate generation. Integration-ready for Certus, Blancco, or other erasure tools.

Standardized cosmetic and functional grading system. Grade determines disposition path.

Scan-driven processing queues with batch processing support. Visual queue management for Return Hub operators.

Branded portal for employees to verify their identity, confirm device details, book pickup, and track return status.

Employee can schedule courier pickup from their location. Date/time selection, address confirmation.

AI-powered support for employees with return questions. Context-aware, ticket-linked.

Bi-directional sync with FreshService. Import tickets, post status notes, sync events configurable per contract.

ServiceNow integration for enterprise ticket management. Structure exists, implementation pending.

Validate all ticket addresses via Google API. Non-blocking — flags issues but doesn't prevent creation.

Return label generation, shipment tracking, QR code support for EMEA via DHL API.

REST API for third-party integrations. Webhook subscriptions for event notifications. API key management.

Create and manage contracts between enterprises and contractors. Pricing, SLA targets, integration config, email templates.

Invite, manage, and deactivate users. Role assignment (Super Admin, Contractor Admin, Contractor User, Enterprise User).

Configure email templates per contract. Welcome emails, reminders, status updates. Variable substitution.

Managed onboarding flow for new enterprise customers and contractors. Status tracking, automated setup steps.

All edit forms send only changed fields via PATCH. Dirty tracking, unsaved guards, conflict detection with 409 resolution.

Redis-backed caching, distributed locks, WebSocket broadcasting, async queues, and rate limiting. Multi-replica ready.

330 API tests + 260 web tests. Entity factories, store mocks, guard/interceptor/service coverage.

Per-contract and per-hub operational reports. Ticket volumes, processing times, SLA compliance.

Environmental impact reports. CO₂ savings from device reuse, recycling rates, waste diversion metrics.

Automated invoicing based on device pricing. Resale settlement with 70/30 split. Netting against invoices.

Real-time notification bell with unread count. Notification types: action-required, status-update, SLA-breach, system.

Configurable email digests — instant, daily, or weekly. Per-type and per-channel preferences.

If user X doesn't act within Y hours, escalate to manager Z. Configurable per notification type.

Policy-based routing of tickets to Return Hubs based on geography, capacity, SLA, and device type.

Configurable rules for auto-approving repair requests, asset dispositions, and ticket actions below thresholds.

AI-powered support for Return Hub operators and enterprise users. Ticket-context-aware, can suggest actions.

Smart suggestions for disposition, pricing, routing. Based on historical data and device characteristics.