If you're an OEM (original equipment manufacturer), machinery manufacturer or distributor, you know that every second matters when it comes to machine downtime.
For companies that make and sell these machines, answering customer questions and fixing problems quickly becomes a top priority.
Machine-centric ticketing systems, that are built into field service software, empower OEMs to set up a help desk that keeps track of these requests and minimizes time spent on issue resolution.
How Machine-Centric Field Service Management Improves Support, Uptime, and SLAs
In machinery after-sales, service requests are never just “tickets.” They are early indicators of downtime risk, SLA exposure, and lost service revenue.
For machinery OEMs and distributors, ticketing and help desk operations sit at the core of field service management. Every request is tied to a specific machine, its service history, and its performance in the field.
Unlike generic help desk software, machinery-focused ticketing systems must support complex field service workflows, asset history, and technician coordination from the very first service request.
Yet many OEMs still rely on generic help desk tools that were never designed for machinery or field service operations. These systems lack machine context, fragment service workflows, and slow down resolution times.
A machine-centric field service management approach changes this entirely. Makula combines field service ticketing, a branded customer portal, and connected field service workflows into one platform built specifically for machinery OEMs.
Why Traditional Ticketing Systems Fall Short for Field Service Management
Most standard help desk and ticketing systems are built for IT support, not for managing machinery service tickets tied to physical assets in the field. While suitable for basic inquiries, they fail to support the complexity of machinery field service management.
Lack of Machine Context
Generic ticketing tools treat every request the same. Technicians must manually search for manuals, serial numbers, service history, or parts data; without instant access to this data, diagnosing issues becomes slower and more error-prone.
Disconnected Field Service Workflows
Support tickets are often isolated from scheduling, dispatch, and technician execution. Information is passed through emails or calls, creating delays, miscommunication, and lost context, for both the technician and the customer.
Slower Resolution and Increased Downtime
Without centralised machine data and service history, even minor issues take longer to resolve. Machines remain offline, SLAs are missed, and customer trust erodes.
In short, generic ticketing systems force OEMs into reactive service management, instead of data-driven, proactive field service operations.
How Makula’s Field Service Ticketing and Customer Portal Fix This
Makula treats ticketing as a core component of field service management, not a standalone support function. It combines help desk functionality and ticketing software with field service management, ensuring every service ticket flows directly into execution without information loss.
1. Machine-Centric Ticketing
Every service request is linked directly to the correct machine, serial number, and installed base record. Technicians instantly see service history, manuals, inspection data, and parts usage.
2. Connected Field Service Execution
Tickets are linked automatically into field service workflows. When a technician is needed on-site, work orders are created with all relevant machine details, eliminating manual handovers and duplicated work.
3. Smart Self-Service Built for Machinery
Machine operators can access a branded Customer Portal to review documentation, track tickets, and log issues directly. Plus, customers can use Makula’s AI Copilot to look through and retrieve relevant manuals and past fixes, reducing unnecessary tickets. This saves them from unnecessary, back-and-forth communication with the OEM whenever a problem arises.
4. Easy Ticket Creation
Issues can be logged via the customer portal, email, or QR codes placed directly on machines — ensuring fast and accurate reporting at any time.
Field Service Management Benefits at a Glance
A modern field service help desk acts as the front line of service operations, capturing issues early and routing them efficiently into ticketing and field service workflows.
Real Impact on OEM Field Service Performance
Click on the boxes below to learn exactly how each of Makula's key features enable field service teams to streamline ticketing and help desk service requests through Makula’s Customer Portal.
Book a free demo with us today to get a detailed rundown of Makula's Field Service Management features.
Best Practices for Field Service Ticketing in Machinery OEMs
1. Always Link Tickets to the Installed Base
Every request should be tied to a specific machine and serial number for full traceability.
2. Connect Ticketing to Field Service Execution
Ticketing must integrate with scheduling, dispatch, and technician workflows to avoid delays.
3. Track SLA and Service Performance Metrics
Monitor response times, resolution times, downtime, and recurring issues to improve service outcomes.
4. Enable Self-Service Without Losing Control
Use AI-assisted self-service while maintaining OEM-approved documentation and workflows.
A machinery-focused ticketing system should support both reactive help desk tickets and proactive service requests triggered by machine data.
Traditional Ticketing vs Machine-Centric Field Service Management
Unlike generic help desk tools, machine-centric ticketing systems are designed to support both customer support and field service management in one single platform.
Ticketing as a Core Field Service Management Capability
For machinery OEMs, ticketing is not just about answering questions. It is a critical entry point into field service management, uptime optimisation, and after-sales performance.
By adopting a machine-centric field service management platform, OEMs can reduce downtime, improve SLA compliance, and turn service operations into a competitive advantage.
Makula Field Service Management software enables this by connecting machines, service teams, and operators in one unified system.
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