Ticketing System
A service hotline for dealer and support networks
A dealer raises a fault against a vehicle. The right person owns it, the clock runs, and it climbs to the next team if it is not solved. Every handoff is on the record.
My queue
9
Open issuesAt risk
2
Alert sentOn hold
1
Awaiting partVehicle will not charge after a software update
Vehicle ····2310 · Dealer 14 · Odometer recorded
Escalated from area manager to technical support
Reason recorded · voice note attached
Ticketing System, explained
A short narrated walk-through, with captions.
From the dealer’s call to a closed ticket
Six steps, each with a clear owner.
- 01
Raise
A dealer executive logs the vehicle and the fault
- 02
Route
It goes to the area manager mapped to that dealer
- 03
Work
Each issue gets an owner and a service clock
- 04
Escalate
Technical support, then engineering, if it is not solved
- 05
Resolve
Cause, action and replaced parts are recorded
- 06
Close or reopen
Closed with history kept, reopened under set rules
Everyone sees what they need, and no more
Dealer and regional views are read-only. Access is enforced on the server, not just hidden on the screen.
Dealer executive
Logs a fault against a vehicle, adds photos, video or a voice note, and follows the ticket they raised.
- Sees the tickets they raised
- Gets updates in the app
- Replies on the ticket
Dealer
Sees every ticket from its own executives, without being able to change one.
- Sees tickets for its dealer
- No ticket actions
- Status at a glance
Area service manager
Receives each new issue first and stays accountable for the ticket even after it escalates.
- First working assignee
- Coordinator for the whole ticket
- Sees tickets across the dealers covered
Technical support
Takes issues the area manager cannot close. Set up as one level or up to four.
- Picks up or is assigned issues
- Escalates onward with a reason
- Records the resolution
Regional manager
Sees tickets under the area managers in the region, and how the region is doing.
- Tickets across the area managers
- Dashboards by region
- No ticket actions
Engineering and administrator
Engineering is the last working level. The administrator manages people, access and mappings, and can override with a logged reason.
- Engineering handles hard faults
- Admin changes are logged with a reason
- People, roles and mappings in one place
One person stays accountable, whoever is working on it
Escalation moves the work, not the responsibility.
- 1Area service managerEvery new issue lands here first
- 2Technical supportOne level, or up to four, as you configure
- 3EngineeringLast working level for hard faults
- 4Flagged for the administratorStays at engineering until it is explicitly reassigned
How the ownership rules work
- On creation the ticket finds the executive’s dealer and that dealer’s area manager, and refuses to save if the mapping is missing.
- The area manager stays the coordinator after an issue escalates. Each issue has its own assignee.
- One ticket can have several issues at different levels.
- Every pick-up, escalation, send-back and reassignment is added to a history that is never rewritten.
- Changing a dealer’s area manager changes future routing. Open tickets move only by an explicit transfer, with a reason.
Don’t just watch the clock. Act on it.
The clock depends on the stage and the priority. Holds and alerts are rules you set.
On track
The clock runs against the stage and the priority.
At risk
An alert fires at a threshold you set.
On hold
An approved reason, such as waiting for a part, pauses it.
Overdue
A scheduled check moves it to the next level.
Resolved
Cause, action and parts recorded before it closes.
The hours for each stage, the hold reasons, the alert threshold and the rules for reopening a closed ticket are set together with you, because they differ for every network.
The work happens inside the ticket
Evidence, vehicle details and the resolution stay together.
Photos, video and voice notes
Evidence goes on the ticket from the phone. Large images are compressed, and a wrongly attached file can be removed while the ticket is open.
Vehicle details
Odometer and battery serial number are recorded on the ticket, so the technician starts with the vehicle in front of them.
Resolution record
Closing needs the cause, the action taken and any replaced parts, so the next ticket is easier.
Suggested fixes
The ticket shows what fixed the same issue, or the same fault code, before. Suggestions improve as technicians record causes.
Know whose vehicle it is, and who was responsible then
Mappings carry dates, so the past stays accurate when the organisation changes.
Vehicle and warranty context
Tickets are raised against a vehicle from your vehicle master, with warranty status where you supply it.
Dated mappings
Executive to dealer, dealer to area manager, area manager to region. Each has start and end dates and past rows are kept.
Reports as at the time
A report can use today’s coverage or the coverage on the day of the event, and says which.
Built for the workshop floor
Executives and managers use it standing next to the vehicle.
- Bottom navigation with the queue, new ticket and notifications one thumb away
- Tickets as cards, with status and service-clock risk readable at a glance
- A filter sheet instead of tiny dropdowns
- Pick up, update and escalate pinned to the bottom of a ticket
- Installs to the home screen on Android and iPhone
- Voice notes with skip and speed controls
Explore the platform
Our own sample data, not a client’s.
Ticket queue
Sample dataSet up around your terms and your teams
The roles, levels and clock rules are configuration, not custom code.
Dealer and service hotlines
Dealers raise faults against a vehicle, and the maker’s area, support and engineering teams resolve them.
Maintenance and breakdown desks
Breakdowns are logged against an asset, routed to the right team, and closed with a cause on record.
Internal service desks
IT, facilities and department requests with owners, clocks and escalation, under your own terms.
Running a service hotline today
Named with the client’s permission.
A ticket that knows the vehicle, the owner and the next level
The difference between logging a complaint and running a service operation.
A basic helpdesk
Request, ticket, close
Tickets are messages with a status. Nothing ties them to a vehicle, a dealer’s area manager or a level of support, and nothing records why one moved.
This Ticketing System
Vehicle, owner, clock, escalation, evidence, resolution, history
One record from the first call to the recorded cause, with the accountable person, every handoff and the parts used all in one place.
Works beside our other platforms
Service tickets connect to parts, dealers and technical literature.
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Technical Literature Management
Manufacturing & ERP Core
Manufacturing ERP
Revenue Operations
CRM Software
Service Operations · This page
Ticketing System
Ready to put Ticketing System to work?
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