Helpdesk, warranty and AMC
Helpdesk is where after-sales support lives: customer tickets with a priority and an SLA, warranty claims against the items you sold, and annual maintenance contracts (AMC) that schedule preventive visits. It ties a support request back to the customer, the invoice and, for serial-tracked goods, the exact unit, so you know what was sold, what is covered and what is due a visit.
Helpdesk reads the ERPNext engine when it is connected and falls back to demo data when it is not. Warranty claims reference the serial numbers tracked in Items and inventory, and tickets reference the customers they are raised for.
The helpdesk workspace
Open Run then Helpdesk, or go to /helpdesk. The page is titled Helpdesk with the subtitle "Support tickets, warranty claims and maintenance contracts". Three tabs with count badges: Tickets, Warranty and AMC. KPI tiles: Open tickets, Breaching SLA, Open warranty claims and Visits due.
Support tickets
A ticket is one customer issue from raised to resolved. It carries the customer, a subject and description, a priority, a status and an assignee, and each ticket has an SLA target based on its priority.
| Field | Values and meaning |
|---|---|
| Priority | Low, Medium, High or Urgent; drives the SLA response and resolution target. |
| Status | Open, In progress, Waiting on customer, Resolved, Closed. |
| Assignee | The team member who owns it. |
| SLA | The response and resolution deadlines; a ticket past its target is flagged as breaching. |
A ticket threads the conversation with the customer and can be linked to the invoice or the serial-numbered unit it concerns. Resolving a ticket stops its SLA clock and records the resolution.
Warranty claims
A warranty claim is a request to repair or replace an item under its warranty. The claim names the item and, for a serial-tracked product, the serial number, which is how WorkOSync checks the warranty is still in date from the sale. A claim records the fault, the resolution (repair, replace or reject) and any cost, and links to the serial record so the unit's history is complete.
Annual maintenance contracts (AMC)
An AMC is a paid contract to maintain a customer's equipment over a term, with a set number of preventive visits. The contract holds the customer, the covered items, the start and end dates, the visit frequency and the contract value.
| Record | What it captures |
|---|---|
| Maintenance schedule | The planned visits across the contract term, each with a due date. |
| Maintenance visit | A completed visit: date, technician, what was done and any parts used. |
| Coverage | The items or assets the contract covers, and whether parts are included. |
A due visit surfaces in your business calendar and notifications so it is not missed, and the contract can be billed as a recurring invoice over its term. When the AMC covers your own equipment, the visits line up with the maintenance records in Fixed assets.
Handling a support request
- Raise the ticket
Create a ticket for the customer with the issue and a priority. The SLA target is set from the priority.
- Check coverage
If a product failed, open a warranty claim against its serial number to see whether it is still covered, or check whether the customer has an active AMC.
- Resolve and record
Repair, replace or advise, log the resolution and any cost, and move the ticket to Resolved. Breaching SLAs stay flagged until closed.
- Keep the schedule
For AMC customers, log each maintenance visit against the schedule so the next one comes due on time.
Tickets reference customers and their invoices; warranty claims reference the serial numbers in Inventory; AMC visits mirror the maintenance in Fixed assets; and AMC fees can be billed through Recurring invoices.