Helpdesk for Manufacturing Support

Yukti Helpdesk for Manufacturing provides product-aware support ticketing. When a customer submits a support request, the system links it to their specific product, serial number, and service history. The support agent sees the installed product configuration, past service calls, warranty status, and any known issues for that product or batch. This context enables faster diagnosis because the agent is not starting from zero with every call.

Warranty management is integrated with the helpdesk. The system tracks warranty terms per product and per customer, including extended warranty agreements. When a support request involves a warranty claim, the system validates coverage automatically and routes the claim through the appropriate approval workflow. Out-of-warranty requests are handled as billable service opportunities, with the agent presenting the customer with a repair quote before proceeding.

Spare parts and replacement management connects the helpdesk to inventory. When a support case requires a replacement part, the agent can check inventory availability, create a parts order, and schedule shipment from within the ticket. If the part is not in stock, the system shows the expected availability date based on procurement lead times. This integration eliminates the common delay where support identifies the needed part but then hands off to a different team for fulfillment, losing time and sometimes losing the information about urgency.

Field service dispatching coordinates on-site technician visits when remote support cannot resolve the issue. The system shows technician availability, geographic proximity to the customer, and skill qualifications for the specific product. Dispatched technicians access the full ticket history and product documentation on their mobile device before arriving on site. Post-visit reports are filed in the same ticket, creating a complete record of the service event from initial contact through resolution.