Help Desk

Field Service Ticketing Software Built for Machinery Manufacturers and Distributors

Makula Help Desk & Ticketing Software helps machinery manufacturers and distributors manage service requests with full machine visibility, ensuring issues are resolved faster and more accurately. Unlike generic help desk tools, Makula is designed specifically for field service ticketing in machinery and equipment service environments.

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Why Machinery Companies Choose Makula's Ticketing and Help Desk Software

AI-Powered Self-Service

Let customers solve issues on their own—faster. The AI Copilot answers technical questions instantly using your documentation, service records, and parts catalog, reducing incoming tickets and speeding up resolution times.

Machine-Centric Ticketing

Support requests always come with full machine context. Every ticket is tied to the correct machine, customer, and serial number—giving your team immediate access to asset history, documents, and past service cases.

Integrate Field Service & Installed Base

Connect help desk, field service, and asset data—seamlessly. Escalate issues to your field team in one click. Makula links your support workflow to scheduling and work orders, making it ideal for servicing machines in the field.

Manage Service Tickets Without Losing Requests

Centralise All Customer Service Requests

Organise every customer service ticket in one help desk that is always connected to machines and customers.

Capture all customer requests in one structured, asset-centric ticketing system

Replace scattered inboxes and manual tracking with one shared service workspace

Ensure every ticket is linked to a customer and a specific machine

Connect Your Service Email to Assets

Automatically turn incoming service emails into tickets that are directly linked to machines and customers in Makula Field Service.

Open, reply to, and manage all service emails directly inside a centralised ticketing solution

Link every email-based ticket to the relevant machine and customer automatically

Eliminate manual email archiving and complex folder hierarchies in mailboxes

Collect Tickets from All Customer Channels

Receive customer requests from multiple channels while keeping everything in one system.

Automatically create tickets from your central service email inbox

Manually create tickets for phone calls or internal service requests

Receive tickets directly from the Customer Portal linked to the Installed Base

Understand Where Service Requests Originate

Visualise service demand geographically to improve planning and response times.

View all service tickets on a live map linked to the Installed Base

Segment tickets by region, machine type, failure type, ticket type

Prioritise service activities based on location and asset criticality

Organize Tickets with Flexible Kanban Boards

Structure and visualise your service workload using customisable Kanban boards tailored to your service processes.

Create multiple Kanban boards for different ticket types or teams

Move tickets across stages to reflect real service progress and ownership

Gain instant visibility into bottlenecks, workload distribution, and response status

Communicate Clearly Within Each Ticket

Keep all customer communication and internal service collaboration in one place.

Respond to customers directly from the ticket with full email visibility

Use internal comments to coordinate service teams without customer visibility

See all messages, files, and updates in one chronological conversation

Always Work with Full Asset Context

Ensure every service request is handled with complete machine and customer information.

Link every ticket to a specific asset and customer automatically to support OEMs

Access service history, documentation, and maintenance data directly from the ticket

Reduce back-and-forth communication by giving teams full context upfront

Escalate Tickets Into On-site Service Seamlessly

Turn unresolved tickets into work orders without losing information or context.

Create work orders directly from tickets in Makula Field Service

Transfer all relevant information from ticket to work order automatically

Assign technicians and schedule on-site service with one click

Explore more about Help Desk

Maintenance

Field Service Ticketing & Help Desk Software for Machinery Manufacturers

Frequently asked questions

How is Makula Field Service different from generic help desk software? 

Makula Field Service is purpose-built for machinery manufacturers and distributors, not general customer support teams. Unlike generic help desk software, Makula connects every service ticket directly to a specific machine, customer, and service history. This asset-centric approach ensures service teams always work with full machine context.

How does Makula help prevent lost or delayed service tickets? 

Makula centralizes all service tickets in one system, ensuring every request is captured, tracked, and assigned to the right team. Automated workflows, clear ownership, and real-time status updates prevent tickets from getting lost or delayed, even when requests come in from multiple channels like email, phone, or customer portals.

Is Makula a service desk software designed specifically for manufacturers? 

Yes. Makula is a service desk software built for machinery manufacturers and OEMs that manage complex equipment and long service lifecycles. Unlike generic help desk tools, Makula connects service tickets directly to machines, customers, and service history, giving teams full context to resolve issues faster.

Is Makula Field Service suitable for global service organizations? 

Yes, Makula Field Service is designed to support global service operations with multiple regions, teams, and customers. It scales from small service teams to large machinery manufacturers and distributors managing thousands of machines worldwide.

How does Makula automate service ticket workflows in field service operations? 

Makula uses automated workflows to route, assign, and escalate service tickets based on machine type, location, priority, or service agreements. This allows field service teams to move seamlessly from ticket creation to resolution or on-site service, without manual handoffs or missing information.

Can Makula manage high volumes of service tickets across field service teams? 

Yes. Makula is a field service ticketing platform designed to handle high ticket volumes across distributed service teams. By combining centralized ticket management with automation and machine context, teams can process service requests efficiently while maintaining visibility and control.

Here’s what our customers say about us

Since implementing Makula in June 2023, we've seen a dramatic reduction in errors and a significant boost to our after-sales efficiency. Makula has streamlined our processes, allowing us to provide faster and more accurate service to our customers. This has not only improved customer satisfaction but has also generated additional revenue through monthly sales.

Robert Thornton

Sales Director

The efficiency and clarity that Makula brought to our after-sales operation is unparalleled. Our team is more aligned, our customers are happier, and our revenue is on the rise. Highly recommended!

Norbert Kaiser

Managing Director

The overview of all the latest offers, spare part orders, invoices, and service reports, helps the customer enormously. The software has really developed very well and Makula is doing a great job. The service is great, if I need something, there is always an answer from Karina very quickly.

Michael G.

Chief Executive Officer

We have had a great experience with the Makula team from the sales process to onboarding and then helping with day to day support if needed. The team are always quick to come back to us and provide solutions to requests. The platform is easy to access and navigate and Makula have already incorporated most of the functionality we need. This enables us to support our customers with the tools and resources they need to order spares, access machine information or book service visits.

Lizzie W.

Marketing Executive

The software is very user-friendly and intuitive to use. The team assists very intensively with the transformation process and onboarding. We have managed to integrate the tool into our daily processes, thereby promoting our internal coordination and ultimately our spare parts sales.

Flynn S.

Advisory Board Member

Thanks to the implementation of Makula, we have achieved full traceability of all customer requests. We consolidated all after-sales interactions into a single platform, which has significantly improved our response times and operational efficiency

Fernando Neves

Global Customer Support Manager

Since we started using Makula, we've gained a broader perspective on the evolving world of digital after-sales. The software has seamlessly blended with our processes, enhancing operations and providing fresh insights. It's a gentle reminder of the portential avenues open for SME machine suppliers in this digital era.

Erik Döinghaus

Managing Director

Makula's platform has been a game-changer for us. Onboarding was incredibly smooth, and the system's ease of use has significantly improved our after-sales service efficiency. Our technicians now save several hours each day by reducing the time spent on phone calls and searching through scattered documents.

Edward Herbert

COO & Founder

Being a user of 30+ machine brands, I can firmly state that Makula's after-sales platform is transformative. It doesn't just enhance and streamline communication with OEMs—it revolutionises it, driving unparalleled customer satisfaction in an increasingly complex and dynamic production

Christopher Staub

Chief Executive Officer

Ready to transform your machine maintenance?

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