Tickets

Centralised management of service requests

With Innosoft Tickets, you can record, prioritise and process service requests centrally and in a traceable manner. Each report is linked to the customer, the machine and the contact person. Responsibility, urgency and service levels are clear from the outset, and the current processing status is transparent to all parties involved. If an on-site call-out is required, it can be transferred directly from the ticket to Innosoft Dispatch. Feedback from the field service team and further information relating to the service case are retained within the case and incorporated into the machine history.

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Centralised ticket recording

Service Levels & Escalations

Machine history

FSM integration

Recording service enquiries in a structured manner

Whether via the Customer Portal, email or telephone: in Innosoft Tickets, all enquiries are recorded centrally and assigned to the correct customer, contact person and the relevant machine. The system is not limited to handling faults and standard service cases. Using different ticket types, maintenance, installations, customer enquiries, spare parts requests, sales enquiries and other processes can also be recorded and processed in a structured manner. Customisable input forms and mandatory fields enable you to request the specific information required and tailor the processing workflow to each enquiry. The ticket type, urgency and responsibility are immediately apparent. Customer- or machine-specific service level agreements (SLAs), automatic notifications and escalation rules help your team to meet agreed response and resolution times and to deal with critical cases in a timely manner.

Working as a team and making the most of our knowledge

The dashboard allows your staff to keep track of personal tasks, open group tickets and escalated cases. All information relating to a service case is documented centrally on the ticket – from notes and emails to photos, documents and the solution. @mentions allow colleagues to be specifically involved without any information being lost during handover. The machine history, which includes previous service cases, reports, error codes and documented solutions, helps to pinpoint recurring faults more quickly. This means that known solutions can be applied straight away and many issues can be resolved by the back-office team. Optionally, AI-powered search and the Service Assistant help to find relevant information from tickets and documentation more quickly.

From a ticket to an end-to-end service process

If an on-site call-out is required, a work order can be created from the ticket for dispatch planning in Innosoft Dispatch. Via Innosoft Mobile, the technician receives the relevant information about the service call and can access the history of the case to date. Feedback from the call-out is also linked to the case. This creates a comprehensive customer and machine history – from the initial enquiry through processing to the call-out, service report, quotation and invoice. All parties involved work from the same information base and can track the entire service process transparently.

Serviceanfragen strukturiert erfassen

Ob Customer Portal, E-Mail oder Telefon: In Innosoft Tickets werden alle Anfragen zentral erfasst und dem richtigen Kunden, Ansprechpartner und der betreffenden Maschine zugeordnet. Dabei lassen sich nicht nur Störungen und klassische Servicefälle abbilden. Über unterschiedliche Tickettypen können auch Wartungen, Installationen, Kundenfragen, Ersatzteilanfragen, Vertriebsanfragen und weitere Vorgänge strukturiert erfasst und bearbeitet werden. Individuell anpassbare Eingabemasken und Pflichtfelder ermöglichen es, die jeweils benötigten Informationen gezielt abzufragen und den Bearbeitungsprozess an die jeweilige Anfrage anzupassen. Tickettyp, Dringlichkeit und Zuständigkeit sind direkt ersichtlich. Kunden- oder maschinenbezogene Service-Level-Agreements (SLAs), automatische Benachrichtigungen und Eskalationsregeln helfen Ihrem Team, vereinbarte Reaktions- und Lösungszeiten einzuhalten und kritische Fälle rechtzeitig zu bearbeiten.

Servicefälle gemeinsam bearbeiten und vorhandenes Wissen nutzen

Im Dashboard behalten Ihre Mitarbeiter den Überblick über persönliche Aufgaben, offene Gruppentickets und weitergeleitete Vorgänge. Sämtliche Informationen zum Servicefall werden zentral am Ticket dokumentiert – von Anmerkungen und E-Mails über Fotos und Dokumente bis hin zur Lösung. Über @-Erwähnungen lassen sich Kollegen gezielt einbinden, ohne dass Informationen bei einer Übergabe verloren gehen. Die Maschinenhistorie mit früheren Servicefällen, Berichten, Fehlercodes und dokumentierten Lösungen hilft dabei, wiederkehrende Störungen schneller einzugrenzen. So können bekannte Lösungswege direkt genutzt und viele Probleme bereits im Innendienst geklärt werden. Optional unterstützen KI-gestützte Suche und Service-Assistent dabei, relevante Informationen aus Tickets und Dokumentationen schneller zu finden.

Vom Ticket zum durchgängigen Serviceprozess

Wenn ein Vor-Ort-Einsatz erforderlich ist, lässt sich aus dem Ticket ein Auftrag für die Einsatzplanung in Innosoft Dispatch erstellen. Über Innosoft Mobile erhält der Techniker die relevanten Informationen zum Servicefall und kann auf den bisherigen Bearbeitungsverlauf zugreifen. Auch Rückmeldungen aus dem Einsatz werden mit dem Vorgang verknüpft. Dadurch entsteht eine durchgängige Kunden- und Maschinenhistorie – von der ersten Anfrage über die Bearbeitung bis hin zu Einsatz, Servicebericht, Angebot und Rechnung. Alle Beteiligten arbeiten mit derselben Informationsbasis und können den gesamten Serviceprozess transparent nachvollziehen.

„Innosoft runs in the background for us,” says Ingo Slawek, “we can rely on the data being accurate, and on that basis we can make the right decisions – much more quickly and with significantly less staff involvement.“

Ingo Slawek, Service Manager at DIOSNA Dierks & Söhne GmbH

Read the user story

A clear ticketing process

1. Record the enquiry

Reports received via the Customer Portal, by email or by telephone are recorded as tickets and assigned to the customer, machine and contact person.

2. Prioritising and assigning

Ticket type, urgency, responsibility and service level make it immediately clear which case needs to be dealt with, when, and who is responsible for it.

3. Edit and solve

Internal and external communication history, documents, and customer and machine history are available directly within the ticket, helping to ensure a swift resolution.

4. Initiate and document the operation

If a technician is required, the process is forwarded to Dispatch and Mobile. All feedback is then recorded in the full history.

Frequently asked questions about Innosoft tickets

Enquiries can be imported from sources such as the Customer Portal and emails. In the case of telephone enquiries, a member of staff can create the ticket directly during the call.

Tickets can be categorised according to urgency and responsibility. In addition, service level agreements can be set up so that the time remaining until the agreed response or resolution is visible directly on the ticket.

Yes. Rules can, for example, trigger a reminder for an employee, notify a team leader or forward a ticket to the next escalation level if a deadline expires or a task remains in a particular status for too long.

In addition to the actual ticket details, you can also access, amongst other things, previous service cases, service reports, error codes, documented solutions, photographs and other documentation relating to the machine.

info@innosoft.de

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