The starting point when the answer isn't obvious
Sometimes a dealer or customer has a problem but doesn’t know whether it requires a warranty claim, a parts order, or just guidance. DealersCircle’s Service Ticket System gives them a place to start without needing to know the answer upfront. Describe the issue, get suggestions, and let the system route you to the right resolution.
The problem it solves
- Dealers filing warranty claims when they actually need a parts order (or vice versa)
- Issues described over the phone with no documentation trail
- Manufacturers answering the same diagnostic questions repeatedly
- No connection between an initial support conversation and the claim or order it becomes
- Repeat issues on the same product with no visible history
How it works
-
Open a ticket.
Dealers create a service ticket describing the issue. Manufacturers can also create tickets on behalf of dealers or end customers. No need to decide claim vs. parts order yet. -
Enter symptoms.
A configurable “Expert System” lets the user enter symptoms of the problem. The system displays possible resolutions based on those symptoms. -
Get a suggested resolution.
Resolutions can be recommended back to the dealer. If the suggestion solves the problem, mark the ticket as Resolved. -
Spawn the right action.
If the resolution requires a warranty claim or parts order, spawn one directly from the ticket. All header information collected on the ticket carries over automatically, no re-entry required.
How it works for Manufacturers
Configurable Expert System
Build out symptom-to-resolution mappings so common issues are diagnosed and resolved without manual intervention. Suggested resolutions reduce back-and-forth and help dealers solve problems faster.
Create on Behalf
Open tickets on behalf of dealers or end customers when issues come in through other channels. Everything still lands in the same system with the same visibility.
Full Context
A Relations tab shows any warranty claims or parts orders associated with the ticket. A History tab surfaces all previous service tickets on the same product. You see the full picture before responding.
Route to Resolution
When a ticket needs to become a claim or an order, spawn it directly. All ticket information transfers over, so nothing is repeated or lost.
How it works for Dealers
Start Without Knowing the Answer
Don’t know if you need a claim or a parts order? Open a ticket. Describe what’s happening and let the system guide you.
Symptom-Based Guidance
Enter symptoms and receive possible resolutions from the manufacturer’s configured expert system. If the resolution works, you’re done. If not, the ticket escalates naturally.
Seamless Escalation
If a ticket needs to become a warranty claim or parts order, it can be created directly from the ticket and linked back to the original request. The service ticket remains available for context, including product info, symptoms, attachments, and communication history.
Attachments & History
Add unlimited images and documents to any ticket. See all previous service tickets on the same product via the History tab, and view related claims or parts orders on the Relations tab.
Built in safeguards
- Expert System suggests resolutions before escalation is needed
- Claims or parts orders can be created from a service ticket and linked back to the original request
- History tab shows all previous tickets on the same product
- Relations tab displays associated warranty claims and parts orders
- Unlimited attachments for photos, documents, and supporting files
- Multi-party creation allows manufacturers to open tickets on behalf of dealers or customers
Before you decide
What if a dealer doesn't know whether they need a claim or a parts order?
That’s exactly what the Service Ticket System is for. They describe the issue, get guided through possible resolutions, and if it needs to escalate, the system spawns the appropriate action directly.
Does information carry over when a ticket becomes a claim or order?
Not automatically. When a warranty claim or parts order is created from a service ticket, it is linked back to the original ticket so users can return to the ticket for product info, symptoms, attachments, notes, and communication history.
Can manufacturers build their own diagnostic logic?
Yes. The Expert System is configurable, allowing manufacturers to define symptom-to-resolution mappings that match their products and common issues.
Is there history on repeat issues?
Yes. A History tab shows all previous service tickets on the same product, and a Relations tab displays any warranty claims or parts orders associated with that ticket.
Can manufacturers create tickets on behalf of someone else?
Yes. Manufacturers can create service tickets on behalf of dealers or end customers.
See the Service Ticket System in action.
Request a DemoHave questions about how this fits your support workflow?
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