Customer Support & Service

HELPDESK & AFTERCARE

Deliver exceptional customer support with integrated helpdesk and aftercare management. Track support tickets, schedule maintenance visits from tickets, provide customer self-service portals, and configure custom SLA response times—all in one unified platform.

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app.integrio.app/helpdesk/tickets

Support Tickets

Manage and track customer support requests

HD-2024-001OpenHigh

Audio system not responding in Conference Room A

TechCorp LtdUpdated 30 minutes ago
Andrew Smith
HD-2024-002In ProgressMedium

Request for maintenance visit - HVAC system

Office Solutions IncUpdated 2 hours ago
Sarah Johnson
HD-2024-003In ProgressUrgent

Display screen flickering in reception area

Global EnterprisesUpdated 1 hour ago
Michael Brown

Showing 3 of 3 tickets

app.integrio.app/helpdesk/tickets/HD-2024-002
HD-2024-002In ProgressHigh Priority

Request for maintenance visit - HVAC system

Created 1 day ago • Last updated 2 hours ago

Customer Information

Customer

Office Solutions Inc

Contact

John Smith

Email

john.smith@officesolutions.com

Phone

+44 20 1234 5678

Address

123 Business Park, London, SW1A 1AA

Description

Customer reports that the HVAC system in the main office area is not maintaining consistent temperature. The system appears to be cycling on and off frequently, and some zones are experiencing temperature fluctuations. A maintenance visit is required to inspect the system, check filters, and ensure optimal performance.

Activity Timeline

Ticket Created

1 day ago

Initial support request submitted by customer

Assigned to Sarah Johnson

1 day ago

Ticket assigned to support team

Status Updated

2 hours ago

Status changed to In Progress

Schedule Maintenance Visit

Assigned To

Sarah Johnson

Sarah Johnson

Support Specialist

Quick Actions

Related Visits

No maintenance visits scheduled yet

portal.integrio.app/customer/login

Customer Portal

Sign in to access your support tickets and service history

Forgot password?
OR

Don't have an account? Contact your administrator

What you can do:

Submit tickets
Track status
View history
Access docs
Secure customer portal • SSL encrypted
app.integrio.app/helpdesk/customers/sla

Customer SLA Settings

Configure priority and response times

Customer Information

Company

Office Solutions Inc

Account Manager

Sarah Johnson

Email

john.smith@officesolutions.com

Phone

+44 20 1234 5678

Recent Activity

Ticket HD-2024-002 Created

1 day ago

Maintenance Visit Scheduled

2 days ago

SLA Settings

Total Response Time

4h 30m

SLA StatusActive

Applied to all tickets for this customer

Why Effective Helpdesk Management Matters

Poor customer support leads to dissatisfaction, lost business, damaged reputation, and increased operational costs. Integrio eliminates these problems by providing structured ticket management, automated scheduling, and comprehensive customer portals that ensure every inquiry is handled efficiently and professionally.

From multi-channel ticket routing to warranty tracking and maintenance scheduling, every aspect of customer support is handled with complete accountability and transparency.

Helpdesk Management

Key Tools for Helpdesk & Aftercare

Every feature of Integrio's helpdesk system is built for efficiency, customer satisfaction, and service excellence.

Support Ticket Management

Create, assign, and track support tickets from initial contact through resolution. Automatically route tickets to the right team member, set priority levels, and ensure timely responses.

Maintenance Scheduling

Plan and schedule maintenance visits, service appointments, and follow-up inspections. Assign technicians, track completion, and maintain a complete history of all service activities.

Customer Portal

Provide customers with a dedicated portal to submit support requests, track ticket status, view service history, and access documentation. Reduce support workload while improving satisfaction.

Warranty & Service Tracking

Track warranty periods, service agreements, and contract terms. Automatically flag expiring warranties and schedule renewal reminders to ensure continuous coverage.

Multi-Channel Support

Integrate support from email, phone, web forms, and customer portal into one unified system. Centralise all customer communications for efficient support management.

Reporting & Analytics

Track response times, resolution rates, customer satisfaction, and support team performance. Generate comprehensive reports to identify trends and improve service delivery.

Support Ticket Management

Streamline customer support with intelligent ticket management

Create, assign, and track support tickets from initial contact through resolution. Automatically route tickets to the right team member, set priority levels, and ensure timely responses to customer inquiries.

  • Automated ticket routing
  • Priority and status tracking
  • Customer communication history
  • SLA monitoring and alerts
  • Multi-channel support integration
app.integrio.app/helpdesk/tickets

Support Tickets

Manage and track customer support requests

HD-2024-001OpenHigh

Audio system not responding in Conference Room A

TechCorp LtdUpdated 30 minutes ago
Andrew Smith
HD-2024-002In ProgressMedium

Request for maintenance visit - HVAC system

Office Solutions IncUpdated 2 hours ago
Sarah Johnson
HD-2024-003In ProgressUrgent

Display screen flickering in reception area

Global EnterprisesUpdated 1 hour ago
Michael Brown

Showing 3 of 3 tickets

app.integrio.app/helpdesk/tickets/HD-2024-002
HD-2024-002In ProgressHigh Priority

Request for maintenance visit - HVAC system

Created 1 day ago • Last updated 2 hours ago

Customer Information

Customer

Office Solutions Inc

Contact

John Smith

Email

john.smith@officesolutions.com

Phone

+44 20 1234 5678

Address

123 Business Park, London, SW1A 1AA

Description

Customer reports that the HVAC system in the main office area is not maintaining consistent temperature. The system appears to be cycling on and off frequently, and some zones are experiencing temperature fluctuations. A maintenance visit is required to inspect the system, check filters, and ensure optimal performance.

Activity Timeline

Ticket Created

1 day ago

Initial support request submitted by customer

Assigned to Sarah Johnson

1 day ago

Ticket assigned to support team

Status Updated

2 hours ago

Status changed to In Progress

Schedule Maintenance Visit

Assigned To

Sarah Johnson

Sarah Johnson

Support Specialist

Quick Actions

Related Visits

No maintenance visits scheduled yet

Maintenance Scheduling

Schedule and manage aftercare maintenance visits

Plan and schedule maintenance visits, service appointments, and follow-up inspections. Assign technicians, track completion, and maintain a complete history of all service activities.

  • Automated scheduling
  • Technician assignment
  • Calendar integration
  • Service history tracking
  • Recurring maintenance management

Customer Portal

Empower customers with self-service capabilities

Provide customers with a dedicated portal to submit support requests, track ticket status, view service history, and access documentation. Reduce support workload while improving customer satisfaction.

  • Self-service ticket submission
  • Real-time ticket status
  • Service history access
  • Documentation library
  • Customer communication portal
portal.integrio.app/customer/login

Customer Portal

Sign in to access your support tickets and service history

Forgot password?
OR

Don't have an account? Contact your administrator

What you can do:

Submit tickets
Track status
View history
Access docs
Secure customer portal • SSL encrypted
Warranty & Service Tracking

Warranty & Service Tracking

Manage warranties and service agreements

Track warranty periods, service agreements, and contract terms. Automatically flag expiring warranties and schedule renewal reminders to ensure continuous coverage.

  • Warranty period tracking
  • Service agreement management
  • Expiration alerts
  • Renewal reminders
  • Contract documentation

SLA Management

Configure and monitor Service Level Agreements

Set custom SLA response times and priority levels for each customer. Automatically track SLA compliance, send alerts when approaching deadlines, and ensure consistent service delivery across all customer interactions.

  • Customizable SLA settings per customer
  • Priority-based response times
  • Automatic SLA monitoring
  • Deadline alerts and notifications
  • Performance tracking and reporting
app.integrio.app/helpdesk/customers/sla

Customer SLA Settings

Configure priority and response times

Customer Information

Company

Office Solutions Inc

Account Manager

Sarah Johnson

Email

john.smith@officesolutions.com

Phone

+44 20 1234 5678

Recent Activity

Ticket HD-2024-002 Created

1 day ago

Maintenance Visit Scheduled

2 days ago

SLA Settings

Total Response Time

4h 30m

SLA StatusActive

Applied to all tickets for this customer

Common Questions About Helpdesk & Aftercare

Q.Can customers submit tickets directly?

Yes — customers can submit support tickets through the customer portal, email, or integrated web forms. All tickets are automatically routed to the appropriate support team.

Q.How does maintenance scheduling work?

You can schedule one-time or recurring maintenance visits, assign technicians, and track completion. The system integrates with calendar systems and sends automated reminders.

Q.Can I track warranty periods?

Absolutely. The system tracks warranty periods, service agreements, and contract terms, sending alerts when warranties are approaching expiration.

Q.Does it integrate with existing support tools?

Yes — Integrio's helpdesk can integrate with email systems, phone systems, and other support tools to centralise all customer communications.

Q.Can I generate support reports?

Yes — comprehensive reporting tools allow you to track response times, resolution rates, customer satisfaction, and support team performance.

Discover More About Helpdesk & Aftercare

Browse our detailed resources and connected subjects

Guide

Customer Support Best Practices

Learn how to implement effective helpdesk processes that improve customer satisfaction and reduce response times.

Read guide

Mobile Support Features

Discover how the mobile application supports on-site support, maintenance scheduling, and customer communication from anywhere.

Read article

Aftercare Service Management

Understand how comprehensive aftercare management improves customer retention and ensures long-term satisfaction.

Read article

See How Integrio Streamlines Helpdesk & Aftercare

Integrio is relied upon by technology integrators, construction contractors, and manufacturing installers to deliver exceptional customer support efficiently. Every ticket, maintenance visit, and customer interaction is handled with complete accountability, ensuring customer satisfaction, timely resolution, and full transparency.

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Watch Helpdesk & Aftercare in Action

View how Integrio's helpdesk capabilities enhance customer support with ticket management, maintenance scheduling, and customer portals.