Damage tracking that never loses context.
Photos, repair history, insurance status, and replacement queue — all linked to the device for life. The next damage call has every prior repair already in front of you, with the insurance and invoicing workflow built in.
- Open an incident
- < 5 min
- Device-linked history
- Lifetime
- Insurance + invoicing
- Built in
Incident workflow
From damage report to resolution, on one screen.
Every incident links to the device, the user, and (if applicable) the support ticket that triggered it. Photos and notes attach directly to the device profile — so when the same Chromebook walks in three months later, you have every prior repair in front of you.
- Open an incident in under 5 minutes from a ticket, device, or kiosk
- Photos attach via phone camera, drag-and-drop, or paste-from-clipboard
- Per-incident status with workflow-driven transitions
- Linked support ticket, linked device, linked user — never disconnected
- Notes thread visible on the device profile for the device’s lifetime
Insurance + warranty
Coverage status, surfaced at the right moment.
When you open an incident, Manage1to1 checks the device's insurance and warranty status automatically — so you know up front whether the cost lands on the family, the policy, or the district before you even decide on a repair path.
- Insurance program tracking with per-device coverage
- Claim status: covered, exhausted, opt-out, expired
- AppleCare+ integration for Apple device fleets
- Warranty expiration on every device profile
“Open the incident, the policy status is already there. You don't have to phone the business office to find out who pays.”
Photos + documentation
Photos that follow the device, not the ticket.
Damage photos attached to a ticket get lost when the ticket closes. Damage photos attached to the device profile are there forever — so the same crack on the same screen reported next semester triggers the right conversation.
- Capture from phone camera, file upload, or paste-from-clipboard
- Auto-sized thumbnails + full-resolution archive
- Annotation support — circle the damage, add a caption
- Browse incident history visually from the device profile
Replacement queue
Replacement devices that inherit the right context.
When a device is replaced under insurance or warranty, the new serial automatically inherits the user assignment, prior incident chain, and history reference — so future tickets reference the correct unit but you never lose the trail.
- Replacement Queue links the new serial to the old
- User assignment transfers with the replacement
- Original incident chain remains tied to the user's record
- AppleCare+ + ASM integration handles Apple replacements end-to-end
Incident-to-invoice
Charge a family. Collect online. Reconcile automatically.
When the family pays, Manage1to1 handles the entire workflow — invoice generation, parent portal access, online payment via ConnexPoint or PayPal, and reconciliation back to the incident.
- One-click invoice creation from an incident
- Parent portal access — families pay without a phone call
- ConnexPoint (Vanco) + PayPal payment processors
- Invoice status tied to the incident — no manual reconciliation
- Partial payments + payment plans supported
Reporting
Damage trends that inform next year’s budget.
Which models break the most? Which buildings? Which grades? Which incident types result in the most damage recovery? Manage1to1's reporting answers all of these — for the board meeting, the budget cycle, and the procurement decision.
- Average hours to closure, trended over time
- Incident type breakdowns — cracked screen, lost charger, etc.
- Damage recovery rate by building, grade, model
- Total cost recovered vs. covered vs. waived
- CSV exports for board reports and budget defense
Why schools choose Manage1to1
Built for K-12. Not retrofitted from enterprise IT.
Linked to your help desk
Open an incident directly from a ticket. The repair conversation lives where the original problem was reported.
Linked to your invoicing
Charge a family with one click. Online payment. Auto-reconciliation. No spreadsheet bookkeeping.
Linked to your insurance program
Coverage status surfaces in the workflow — so families, policies, and district costs are split before the repair starts.
Lifetime device history
Every repair, every photo, every note attaches to the device. Closing a ticket doesn't erase the trail.
FAQ
Common questions.
- A support ticket is a request for help. An incident is a physical event affecting a specific device — a cracked screen, a lost charger, water damage. Tickets can spawn incidents (and link to them); incidents track the repair workflow, insurance status, and any associated invoice.
- Yes. The incident-to-invoice workflow generates an invoice tied to the incident, makes it available in the parent portal, accepts online payment via ConnexPoint or PayPal, and reconciles the payment back to the incident automatically.
- The Replacement Queue captures the new serial, transfers the user assignment, links to the original incident chain, and removes the old device from active inventory. ASM enrollment for the new unit syncs automatically.
- Yes. Insurance programs are configured per-district with coverage rules. Manage1to1 tracks the active program for each device, the coverage status, and remaining claim allowance. Coverage status surfaces during incident creation.
- For the life of the device record. Closed incidents remain accessible from the device profile indefinitely so the next repair has full context. Archived/sunset devices retain their history per district retention policy.
See it in action
Turn damage chaos into a clean workflow.
Request a free demo and run a sample damage report end-to-end — incident, insurance, invoice, payment, replacement — with real product data.
- Quote tailored to your enrollment + SLA tier
- Migration plan from your current help-desk / asset tool
- Integration map for your MDM, SIS, and payment processor
- Answered by a former K-12 tech director, not a salesperson
Prefer the shared demo first? Try it at manage1to1.com/demo.