iService · Support portal for your customers

The problem

Requests come in from different channels, with no single point

Email, phone, messages: without a single system it's hard to track requests, meet job deadlines and invoice on time.
The customer has no visibility into the status of their case, so they call back to ask.

iService solves it

One flow, from opening the ticket to the invoice

The customer portal is native to iService, not a bolted-on module.

Customer opens ticket → Taken in charge → Job → Customer signature → Automatic invoice → Customer updated

The benefits

For your company and for your customers

The same flow serves two different needs: internal organization and customer-facing transparency.

For your company

SLA & escalationResponse and resolution deadlines on working hours and holidays, with automatic alerts when a ticket risks breaching.

Invoicing from jobsRates are configurable: the invoice is generated from the service report, nothing gets re-typed.

Service KPIsBacklog, average response time (MTTA) and resolution time (MTTR) to measure the service over time.

Connected dataCustomer records (iBRM) and the installed asset (iERP) are one click away, no switching programs.

For your customers

Self-serviceOpens and tracks requests from the portal, whenever they want, with no status-check calls.

TransparencyAlways sees the ticket status, with the full history of every job.

Automatic notificationsGets an email on every ticket update, with no need to check the portal.

Digital signatureThe service report is signed and downloaded as a PDF directly from the portal.

In detail

What iService includes

iService Technical support & field service — from ticket to invoice

⛑

Tickets & service reports

Requests tracked from portal, email or phone; jobs with time, materials, customer signature and PDF.

⏱

SLA & escalation

Response and resolution deadlines on working hours and holidays, with automatic alerts and escalation when a ticket risks breaching.

📊

Support KPIs

Service dashboard: backlog, average MTTA / MTTR times and SLA compliance rate.

🖥

Installed base

Customer assets with fault history, warranties and maintenance reminders.

💶

Job invoicing

Configurable rates: a draft invoice ready from completed service reports.

👤

Customer portal

Self-service private area: the contact opens and tracks their own tickets, and signs service reports online.

SLA on working hours and holidaysService reports signed from the portalAutomatic escalationInvoicing from jobs

Try the Support center

Under the hood

Solid, secure, no surprises

The same architectural guarantees as the rest of the MakeGest platform.

Multi-companyPer-company data isolation, with separate numbering and configuration.

Two-factor authenticationTOTP 2FA, stateless access via JWT, recovery codes.

API & webhooksIntegration with external systems: API keys with permissions and signed webhooks on events.

The support portal for your customers.