Support & Service Management
Integrated ticketing, FOTA services, smart ticket intelligence, and workflow automation connecting support, engineering, and field teams.
What We Deliver
Core capabilities
Ticketing System Integration
Helpdesk and ticketing integration with device telemetry context, allowing support teams to see device state alongside tickets.
FOTA Service Management
Over-the-air firmware update campaign management, rollout scheduling, progress tracking, and rollback coordination.
Smart Ticket Intelligence
Automated ticket enrichment with device logs, telemetry context, and suggested resolution paths based on historical data.
Support Workflow Automation
Automated triage, escalation rules, and routing logic connecting tier-1 support to engineering with full device context.
SLA & KPI Tracking
Real-time SLA compliance monitoring, first response time tracking, and resolution rate dashboards.
Knowledge Base Management
Structured troubleshooting guides, known issue documentation, and searchable resolution databases for support teams.
Engineering Flow
How we execute
Tech Stack
Tools & technologies
Zendesk / Freshdesk
Helpdesk platforms with custom IoT device context integrations.
Jira Service Management
Engineering-side ticket management with device context linking.
FOTA Platforms
AWS IoT Jobs, Mender, or Hawkbit for OTA campaign management.
Node.js / Python
Webhook handlers and automation logic for ticket enrichment.
Slack / Teams
Real-time alert routing and engineering escalation channels.
Grafana
SLA and support KPI dashboards for management visibility.