Makula Field Service for Help Desk Teams

Makula gives your field service help desk teams a powerful workspace to manage all service requests around your Installed Base efficiently. As a purpose-built help desk software for OEMs, it streamlines everything from incoming emails to AI-assisted responses and live coordination with field teams.

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Get a Clear Overview of All Tickets

Makula gives your help desk complete visibility across all service requests, field service tickets, work orders, customers, and installed machines in one simple interface. Every ticket is automatically linked to the correct customer, asset, and installed base record, so you always know exactly what the request refers to.

Use Kanban or list views to track every service ticket status at a glance.

Filter by customer, machine, asset, technician, or priority for instant clarity.

Never lose track of open issues, pending actions, or escalated service requests again.

Convert Emails into Service Tickets

Connect your existing service email address, such as [email protected], to automatically convert incoming emails into structured service tickets for your field service team. This email-to-ticket automation links each request to the right customer and machine, ensuring accurate context for faster and more reliable support.

Automatically convert incoming emails into structured service tickets with all relevant details

Build a complete service history by linking tickets to customers and machines in Makula.

Eliminate manual forwarding, lost messages, and delays in help desk ticket management.

Convert Service Requests into Work Orders Effortlessly

Turn help desk tickets into fully detailed field service work orders your team can execute confidently. This ticket-to-work-order workflow ensures every job includes accurate context, full communication history, and all required details.

Create a work order directly from an existing ticket with one click.

Include communication history, customer emails, attachments, and notes automatically.

Give field technicians complete background information before starting each job.

Manage Spare Part Requests Efficiently

Handle spare part requests directly in your help desk workspace with full traceability of every component used. Track parts across customers, machines, and service tickets to simplify inventory and asset management.

Add spare parts directly from your inventory to any service ticket.

Track which parts were used for each customer and machine

Maintain a complete service and parts history linked to each asset.

Gain Insights and Drive Continuous Improvement

Leverage Makula’s Field Service reporting tools to monitor help desk performance, uncover recurring issues, and optimise your service ticket management processes.

Analyse ticket volume, response times, and team efficiency.

Identify trends to improve customer support and field service operations.

Export insights for management reports, KPI reviews, and service performance tracking.

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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