Support Ticket System for Heavy Vehicle Services (Concept)

This support ticket system is a web-based solution designed to streamline service operations for heavy vehicle companies. The admin can efficiently handle customer service requests, assign tasks to nearby service engineers, and monitor progress in real-time. With intuitive Kanban and calendar views, the system simplifies request management while ensuring timely resolutions for all service needs.

Personas

• Admin: Manages incoming service requests, assigns tasks, and monitors the status of all requests.

Service Engineer: Receives assigned service requests, navigates to the site, and resolves issues on the ground.

Admin Web App

• New Service Requests: Easily log service requests received via phone or other channels.

• Task Assignment: Assign service requests to nearby engineers based on location and availability.

• Progress Tracking: Monitor service requests through statuses like New Request, Unassigned, In Progress, On Hold, and Completed.

• Views for Efficiency:

  • Kanban View: Visualize service requests by status for better task management.

  • Calendar View: Manage service schedules and deadlines seamlessly.

Navigation Integration: Ensure accurate assignment with location-based navigation for engineers.

Service Engineer Mobile App

• Receive Assignments: View assigned service requests along with customer and location details.

• Navigation Support: Use built-in map navigation to reach service locations quickly and efficiently.

Task Completion: Mark requests as completed once the service is resolved.