Aftercare and O&M ticketing for installers
Service ticketing software that knows what you installed.
Service ticketing is logging and fixing faults on systems you installed. Integrio raises each ticket against the exact inverter, battery or charger, with its history, warranty cover and SLA.
Office User from £65 per user per month, which includes the support helpdesk · free 7-day trial, no credit card required
Free template: Service visit report →Free template: Fault report form →HD-2026-0142 · Raised by QR scan
Inverter fault · no generation
SLA response · 4h for High
2h 14m left
Device
50 kW string inverter
SN INV-50K-20418
Firmware v3.12.0
Site · location
Plant room, unit 4
Example depot, roof B array
Customer: Example Ltd
Warranty / service agreement
In cover until 31 Mar 2027
Assigned
Tom R.
Device history
- Installed and commissioned · Test recordJan 2026
- HD-2026-0088 · Isolation fault alarm · ResolvedApr 2026
- Planned maintenance visit · CompletedJul 2026
What is service ticketing software for installers?
It is where an installer logs, prioritises and resolves faults on systems it has already handed over, such as an inverter that stops generating or a charger that goes offline. Unlike a general help desk, each ticket is tied to the installed product: where it is, how it was tested, what has gone wrong before, and which warranty, service agreement and response time apply.
Last updated . Facts checked on 30 September 2026.
Why are faults hard to fix once the install is handed over?
Most installers hand over a tidy pack and then run support and O&M out of a shared inbox. When the client rings months later, nobody on the phone can see which inverter model went onto that site, what firmware it was left on, whether it is still under warranty, or that the same unit tripped in the spring. The engineer drives out to find out, then drives back for the part. The ticket should land on that exact product, in that location, with its serials, test results and previous faults already attached.
Faults with no address
"The charger in the car park" could mean any of twelve bays across two sites. Without the product record, triage starts with a phone call back to the client.
Warranty checked too late
Whether an inverter or battery repair is chargeable often gets worked out after the visit, from an old order and a manufacturer's portal, when the cost has already been spent.
SLAs tracked from memory
Response commitments differ by client and contract, but a generic inbox treats every email the same, so the urgent one waits behind a routine request.
How does service ticketing work for installed systems?
01 · Hand over a live record
Products installed on the project stay on the customer's inventory by site and space, with data points, testing records, photos and a QR code on each.02 · Client reports the fault
They scan the QR code on the equipment to open a fault form, log it in the customer portal, or email or call. The ticket is routed to the right person.03 · Triage with context
Set priority against the customer's SLA, check the warranty or service agreement, and review the product's history and earlier tickets before anyone travels.04 · Book and close the visit
Schedule the maintenance visit from the ticket, assign an engineer on the calendar, and add the outcome to the product's service history.See a fault ticket with the device history already attached.
What should service ticketing software do for installers?
The helpdesk is part of the same platform as your deliveries, installs, commissioning and handover, so a support request picks up everything already known about the product.
✓Fault reporting by QR code
Every product gets a QR code. Scanned with any phone, it shows product data and, if enabled, opens a fault submission page that raises a helpdesk ticket for that product.
✓Installed base by site and space
Search and filter installed products by customer, site or space. Each shows its full history, data points and related helpdesk tickets, and exports as a report.
✓SLAs per customer
Set response times by priority for each customer. Integrio monitors SLA compliance and sends alerts as deadlines approach.
✓Warranty and service agreements
Track warranty periods, service agreements and contract terms, with alerts for expiring warranties and renewal reminders.
✓Visits booked from the ticket
Create one-off or recurring maintenance visits straight from a ticket, assign a technician, sync with Office 365 or Google Calendar and see travel times.
✓Customer portal and reporting
Clients submit tickets, track status, view service history and access documentation. You report on response times, resolution rates and team performance.
Aftercare ticketing in Integrio: the short version
- Who it is for
- Solar PV, battery, EV charger, building services, fire and security and electrical contractors who support and maintain what they fitted, for business clients and property owners.
- Who it is not for
- In-house IT teams running an internal service desk, or software companies answering customer questions. Tools such as Zendesk or Freshdesk suit those better.
- How faults come in
- Customer portal, email, phone, web forms, or a phone scan of the QR code on the equipment.
- What the engineer sees
- The installed product with its location, data points, documentation, photos, testing records, maintenance logs and earlier tickets.
- Service levels
- Response times set per customer and priority, monitored automatically with deadline alerts. Warranty periods and service agreements tracked with expiry alerts.
- Price
- Office User £65 per user per month (£52 billed annually) includes the support helpdesk. Field engineers from £15 (£12 annually).
What should an aftercare fault ticket template include?
These are the fields worth capturing on every post-handover fault. Build the client-facing fault form and the engineer's visit form in the Integrio Form Builder, then reuse them across customers.
✓Customer, site, building and room or space
✓Affected product, such as an inverter, battery or charger, with make, model and serial (from the QR code)
✓Reported by, contact details and best time to attend
✓Symptom in the client's words, with a photo or video, and any fault code shown
✓When it started and whether it is intermittent
✓Impact: one charger or string, one system, or the whole site
✓Priority, and the SLA response time that applies
✓Warranty or service agreement status
✓Previous tickets on the same product
✓Firmware, settings and commissioning results at handover
✓Remote checks already tried before a visit
✓Parts or spares likely to be needed
✓Engineer's findings, fix applied and test result
✓Client sign-off and ticket closed date
How is this different from Zendesk or Freshdesk?
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General help desks are built around conversations with customers. Integrio is built around the equipment you installed: a ticket is linked to the product, its location, its data points and its test and maintenance history, and a visit can be booked from the ticket on the same platform your engineers use on site. If you are an in-house IT team or a software business answering customer questions, a general help desk will suit you better.
Can clients raise a fault by scanning a QR code?
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Yes. Integrio generates a QR code for every product. Scanning it with a phone, without the app, shows the product data and, if you enable it, opens a fault submission page that raises a helpdesk ticket for that product. Tickets can also come in through the customer portal, email, phone or web forms.
Can we track warranties and service agreements?
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Yes. Integrio tracks warranty periods, service agreements and contract terms, flags warranties that are about to expire and schedules renewal reminders. It does not decide what a manufacturer's warranty covers; that still comes from the manufacturer's terms and your own contract.
Can we set different SLAs for different clients?
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Yes. SLA response times are configured per customer, with a default priority level and response times in days, hours and minutes. Integrio monitors compliance automatically and sends alerts as deadlines approach, and you can report on response times and resolution rates.
What do we owe a client after handover if we have no service contract?
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Your contract sets most of it, so check it with your own adviser. In England, Wales and Northern Ireland, a business supplying a service under a contract has an implied duty to carry it out with reasonable care and skill (Supply of Goods and Services Act 1982, section 13). Where the client is a consumer, the Consumer Rights Act 2015, section 49 treats every service contract as including the same duty. A ticket history on each device helps show what was reported and what you did about it.
Sources: Supply of Goods and Services Act 1982, section 13 and Consumer Rights Act 2015, section 49.
Can we run solar PV O&M and planned maintenance as well as reactive call-outs?
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Yes. Schedule one-off or recurring maintenance visits, assign technicians and track completion, and each visit adds to the product's service history. For MCS solar PV installs, MIS 3002 gives an advisory maintenance schedule with customer checks, an intermediate visit and a full visit with specialist test equipment, and says the actual checks depend on system size, occupancy, roof access and the customer's and insurers' needs. Build your visit checklist in the Form Builder to match.
Can engineers use it offline on site?
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Engineers use the Integrio mobile app on iOS and Android, with bookings, forms, the QR scanner and offline working. Forms completed without signal are saved on the device and sync when a connection returns.
See it on your next job