Select a ticket to begin
Pivot tracks a repair from the moment a customer submits an inquiry to the moment it lands on the bench, through to the day it ships home — so nothing gets lost, nobody has to ask "where's this one at," and your customer service team gets their week back.
Automated updates handle the "is my watch done yet" traffic before it hits your inbox, in copy you write once.
Every stage, every note, every shipping label — logged automatically, so nothing depends on someone's memory.
Emails, tone, and timing are yours to set. Customers deal with your brand, not a generic ticketing tool.
Intake, coordination, shipping, and customer communication aren't four separate jobs anymore — they're one system, and it runs itself.
No add-ons to configure, no separate tools to reconcile at the end of the month. One flat rate, one place it all lives.
The service request form lives on your own website, in your own look — customers never know it's Pivot underneath. Every submission feeds straight into your queue as a ticket.
Customers get notified at every stage — received, in repair, shipped — with wording you fully control, not a canned template.
Shipping software, your brand's website, Gmail, Google Sheets, Slack, Monday.com — and wherever else your company works. Pivot fits into your stack instead of asking you to leave it.
Brand HQ, the repair team, and the customer are always looking at the same status — no reconciling timezones, inboxes, or spreadsheets between offices.
We're building the world's largest knowledge base for the watch industry — the foundation for AI that reviews what a customer describes, flags what's likely wrong, and walks them through simple at-home checks before a watch ever ships in.
Pivot is currently free while we're rolling it out. Pricing will be announced before that changes.
Click around a working version of Pivot with sample tickets already loaded — no sign-up, no setup.
Try a live demoEnter the ticket number we emailed you to see the current status of your repair.
Sign in with your Nodus Google account to continue.
Preview the app from another role's perspective.
This scopes what you'll see in Pivot to that brand's repairs. You can change this later by asking an admin.
For a one-off case that isn't coming through the spreadsheet.
Select every part needed — the brand rep will check each one off as it ships.
Here's what's on file for this step — take a second to check it's accurate before handing this off.
International shipment — pick the service to use.
Returns to Everett is automatic from the spreadsheet — everything else here you can add or remove any time.
Rane will still see this ticket is waiting — this just quiets the automatic nudges for a while.
📋 Sharing: the Incoming Watches and Inventory sheets are read through the admin account below, so individual sign-in access to those two isn't required. The warranty ticket sheet itself (monthly tabs, syncing, manual ticket creation) still uses each person's own Google account — for that one, open it in Google Sheets, click Share, and add the Google account of everyone who'll use Pivot (Editor access).
Sign into the Google account you want everyone's sheet reads to go through (e.g. wesley@noduswatches.com) before clicking this. One click, no copying anything — takes a few seconds. Only needs doing once, or again if access is ever revoked.
For a tab of historical records that doesn't follow the "Mon YYYY" pattern — everything found there is brought in as a closed ticket. Assumes the same column layout as your monthly tabs; check the results below carefully the first time you run this.
For multi-brand workspaces like Connexus. Brands added here become selectable in Users when assigning who covers what, and in View As when previewing a Brand Rep's view.
Each person needs their Google account listed here to get past Pivot's sign-in — this controls what role they get, not Google's own access screen (that's a separate one-time step in Google Cloud Console for brand-new people).
This is the name shown throughout Pivot (in the Log, on tickets, etc).
Saved to your account — stays the same however you sign in.
Used to send payment links for out-of-warranty repairs. Unlike the ShipStation/Squarespace keys under Workspaces, this key is never stored in Pivot's database or shown again after saving — only a locked-down server function can read it.
These stay per-workspace, since each brand can have its own ShipStation and Squarespace account. Pick a workspace below to view or update its keys.
Open ticket counts, priority, this month's volume, and a month-by-month report generator.
Shipping and labor costs accrued per brand, for billing clients directly.
Pick a template, edit if needed, save directly to your Gmail drafts.
Drag to match the order columns actually appear on your sheet, left to right. Serial and Valid-through are usually far apart — use "Insert a skipped column" to space them out correctly.
Drag to match the order columns actually appear on your sheet, left to right. The first item is column A, second is B, and so on. Pre-filled with the layout Connexus currently uses.
Drag to match the order columns appear on your monthly tabs (like "Jan 2026"), left to right. Pre-filled with the layout Pivot currently uses.
The core repair sequence (Received → In repair → Testing → Return home) always stays as-is — each step depends on the one before it. Add optional steps below.