/with full history
We build a service desk for machine and equipment makers that links every complaint to the serial number, warranty and past visits. Engineers get the job on their phone and customers get status updates on WhatsApp.
↓Each loop a different machine reports a fault; watch its contract, response clock and service file update
Heard yourself say this?Count how many fit.
Five things owners tell us before a project like this starts. Every one you recognise adds a tally mark.
Tap the lines you have said this year.
One fits. Worth a short call to see if Service tickets is the right fix.
Two fit. A short call will tell you whether to do this now or later.
Three fit. This is probably worth planning soon.
Four fit. You are losing time to this already.
All five. This page was written for you.
Service tickets,explained without jargon.
What is a field service ticketing system?
One idea at a time. Each sheet lays over the last, so the picture builds up. Tap a number to jump.
It is a patient file for each of your machines, opened every time one needs a doctor.
It is one place where every service request is logged, assigned and closed.
A customer reports a fault, the system checks which machine it is and whether it is under warranty or an annual maintenance contract, and a coordinator sends the right engineer.
The engineer records what they found, which parts they used and gets the customer's sign-off on a phone.
Over time you build a full service history for every machine you have sold.
Six parts,all handed over to you.
Your Service tickets work is made of these six parts. The comb lights each one in turn; tap a cell to read it.
Installed-base registry
Every machine you sell gets a record with serial number, model, customer site, installation date, warranty end and AMC status. A QR label on the machine opens its record for the customer or engineer.
Customer complaint channels
Customers raise tickets from a web portal, by scanning the machine's QR code or by messaging your WhatsApp Business number. Photos and short videos of the fault attach to the ticket.
Coordinator console
Your service coordinator sees open tickets by priority, region and age, with engineers' locations and current jobs. Response targets you set for each contract type are shown against every ticket.
Engineer mobile app
Engineers see their jobs, machine history and manuals, then log findings, parts used and time spent. Customers sign on the phone and the service report is emailed as a PDF before the engineer leaves.
Spares and billing link
Parts used on a visit reduce stock in your ERP and out-of-warranty jobs create a chargeable entry for invoicing. Chargeable visits can carry a UPI payment link if you wish.
Service reports and AMC alerts
Reports show repeat faults by model, average time to close and engineer workload. AMC and warranty expiry reminders go to your sales team and the customer ahead of the date.
- Installed-base registry
- Customer complaint channels
- Coordinator console
- Engineer mobile app
- Spares and billing link
- Service reports and AMC alerts
Picture a business like yours,in three frames.
A typical situation, not a client story. The line in each frame goes from tangled to straight as the work is done.
A Hosur packaging machine builder with customers across South India
Four legs of one relay,about 12 weeks, start to finish.
Each leg is sized by how long it usually takes. Watch the baton go round, or tap a leg to jump there.
Four factors,four corners of your project.
Each corner grows when that factor is on the larger side. The outline is your project's footprint, and the quote follows it.
A compact project. The smallest footprint for your quote.
Mostly compact, with one area that needs more work.
A balanced build. Half the factors on each side.
A larger build. Most areas need extra work and time.
The full footprint. Every factor on the larger side.
The question we hear most:Custom-built or an off-the-shelf field service tool?
The board turns through each option. Tap one to hold it and read the trade-off.
Your process is standard and you are happy to adapt to how the tool works.
Per-user fees grow with your team, and links to Tally or local WhatsApp providers may need workarounds.
You have specific contract types, machine data or ERP links that tools handle poorly.
You fund the build up front and need a care plan to keep it maintained.
Four things that trip a project,and the fix we fit instead.
Each fuse is a mistake we see often. Watch it blow and get replaced, or tap a fuse to read the fix.
Launching before the installed base is loaded
Import at least the machines still under warranty or AMC so the first tickets find their records.
Building an engineer app that needs a strong signal
Let engineers work offline on factory floors and sync when they step outside.
Sending promotional messages on the service WhatsApp number
Keep service updates on utility templates and follow WhatsApp's opt-in rules, or customers may block the number.
Storing customer staff details without a retention plan
Decide how long contact data is kept and record consent, in line with the DPDP Act 2023, and check the policy with your adviser.
Service tickets questions,answered plainly.
Search the answers. If yours is missing, ask us on the call.
Cost & timeHow long does a service ticket system take and what affects cost?
Most take 6 to 12 weeks. The main factors are how messy your installed-base data is, how many contract types you offer and how deeply it links to spares and billing. Once we have seen your service register, a fixed quote follows within 48 hours.
Getting startedCan customers raise tickets on WhatsApp?
Yes. Through the WhatsApp Business API, a customer can message your number, share the serial number or scan the QR code and attach photos. The system creates a ticket and replies with its number and status updates.
Getting startedDoes the engineer app work without internet?
We build it to save jobs, notes, photos and signatures on the phone when there is no signal. It syncs automatically when the connection returns, which matters inside large plants and basements.
Getting startedCan it track engineers' locations?
It can record a check-in location when an engineer starts and ends a job. Continuous tracking of employees raises privacy concerns, so we suggest check-ins only and a clear policy that your adviser reviews.
In IndiaWill it handle GST invoices for chargeable visits?
The system records chargeable work and parts and passes them to Tally or your ERP, which raises the GST invoice and e-invoice where applicable. Keeping invoicing in your accounts system avoids two sets of tax records.
OwnershipWho owns the machine history and customer data?
You own all of it, along with the code and hosting accounts. Your installed-base data is often one of your most useful sales assets, so we make sure it can be exported in full at any time.
Getting startedCan our dealers handle service tickets too?
Yes. Dealers who service machines in their territory can get their own login, see only their customers' tickets and update them. You keep the full picture across the network.
After launchWho supports your engineers and the ticket app once it is in daily use?
A monthly care plan covers fixes, new ticket types, report changes and WhatsApp template updates. Issues get a reply within one working day, and urgent faults with the app are prioritised.
Works well alongside,from the same industry kit.
Know every machine you sold and who is fixing it today
Send us a sample of your machine sales list and service register, and we will reply within 1 working day with a service desk plan.