Service
Resolve faster, retain longer
Yggdrasil Service gives your support team a structured system for tracking customer issues from first contact to resolution. Tickets flow through configurable statuses on a Kanban board, RMA and warranty claims are managed with full audit trails, and every interaction is linked back to the customer's account record so nothing falls through the cracks.
Desktop Application
See It in Action
Key Capabilities
Ticket Management
Track every customer issue with a structured, visual workflow.
- Kanban board with drag-and-drop status transitions
- Priority, category, and SLA tagging
- Automatic assignment by team, skill, or round-robin
- Internal notes and customer-facing replies
- SLA countdown timers with escalation triggers
RMA Processing
Handle product returns with a repeatable, auditable process.
- RMA request creation linked to original sales order
- Return reason codes and condition tracking
- Warehouse receiving integration for returned goods
- Replacement or refund workflow routing
- Full return history on the account record
Warranty Claims
Manage warranty entitlements and process claims efficiently.
- Warranty registration tied to serial numbers or lots
- Automatic entitlement check on claim creation
- Repair vs. replace decision workflow
- Cost tracking for warranty reserve reporting
- Expiration alerts and renewal prompts
Knowledge & Reporting
Learn from every ticket to improve future resolution times.
- Resolution notes and root cause tagging
- First-response and resolution time metrics
- Customer satisfaction tracking
- Repeat issue detection
- Exportable ticket analytics
How It Works
Intake
Tickets are created via API, email hook, or manual entry. Automatic routing assigns the right agent.
Triage
Agents classify priority, category, and SLA. Entitlement checks run for warranty and RMA claims.
Resolve
Work the ticket through configurable statuses. Internal collaboration and customer replies are threaded.
Close
Resolution notes and root cause are captured. Metrics feed into SLA compliance and satisfaction reports.
Connected Modules
Service doesn’t work in isolation — it shares data and events with these modules in real time.
Interested in Service?
Service is part of the Yggdrasil ERP platform. Explore the full platform or get in touch to discuss your needs.