Keeping every customer concern answered

Open the ticket and find Concerns. This is the customer's list: the pull, the noise and the warning light in the words they used at the counter, in the order they raised them. A concern can exist before anybody knows the cause or has proposed work, which is why it is separate from the jobs below it.

Write the question first

When the list is empty, press + Add the first concern. Then type the customer's words under New customer concern and press Add concern. Use Move up and Move down if they remembered something earlier in the conversation. The number is the conversation order, not a severity score.

An answer is a job or a note

Choose the job that addresses the concern and press Link job. If no job belongs there, write the short human answer instead: could not reproduce, customer declined diagnosis, or the condition was normal. Press Save answer. A row stays plainly unanswered until one of those two things happens.

Mark unanswered removes the link or note when the answer was attached too soon. It does not delete the customer's words, and deleting a job also leaves the concern in place as unanswered rather than pretending the question went away.

The check before the car leaves

Before invoicing or closing, the ticket counts the concerns that still have no answer and lists their words. It is a warning, not a lock: a person can continue when the concern does not apply, and Torqix records no decision automatically. The point is to make the loose end visible while somebody can still ask the customer or technician, not to replace their judgment.