Serve: Tickets, field jobs and service contracts in one queue.
Support tickets with response and resolution times tracked against the service promise you gave the customer (SLA), field jobs sent to engineers, service contracts, the units you have supplied and engineer scheduling, all with the customer's full history from Kinnow. The inbound voice channel is designed and planned for phase 2.
What does Kinnow Serve do? It turns a customer's call, mail or message into a resolved job and, where it applies, an invoice. Each request gets a ticket with a response clock. Before an engineer goes, Kinnow checks whether the visit is covered by warranty or contract. The field job moves from scheduled to completed, and Kinnow keeps a record of the units you have supplied. Parts used leave stock and billable work reaches the ledger without retyping. The inbound voice channel is planned, not available. Nothing is filed, paid or posted without a person.
Your Monday morning, before and after
A typical firm that sells and services equipment (lifts, air-conditioning, water purifiers, kitchen equipment), with a service desk of two, six field engineers and annual maintenance contracts.
| Today | On Kinnow Serve |
|---|---|
| Calls, WhatsApp messages and walk-ins are noted on paper or in a group chat. Nobody knows which ones have waited two days. | Every request is a ticket with its channel (phone, email, WhatsApp, web or walk-in), priority and due times for response and resolution. A list of missed deadlines shows tickets that missed their time, or are past it and still open. |
| An engineer is sent to a unit. At the site, someone discovers the warranty ended last month, or that the AMC was never renewed. | Type the serial number before the visit. You get one of five answers with the reason: under warranty, under contract, free visits used up, billable, or not on the list of units. |
| The senior engineer decides who goes where, from memory, every morning. | Kinnow suggests the best engineer by skills, area and current workload, with alternatives, and plans the day's unassigned jobs across the engineers available. A person assigns. |
| The job card comes back with a part name scribbled on it. The store is told on Friday. The invoice is raised next week, if remembered. | When the job is done, the engineer's parts, labour, billable amount and the customer's rating are recorded. Parts come out of stock, a billable job adds service revenue to the customer's account, and a completed job shows a proposed invoice. |
| AMC renewals are chased when the customer calls to ask why the engineer did not come. | A contract moves from draft to active to expiring to renewed or expired, with warnings 60, 30 and 7 days before the end. |
| A customer with five repeat complaints is a surprise at renewal time. | The contracts page lists customers whose last 30 days show strain, such as many more tickets than usual or the same problem again. It is a nudge to call them, not a forecast. |
A service call, from request to closed ticket
| # | Who | What happens | Where a person approves |
|---|---|---|---|
| 1 | Service desk executive | Logs the request as a ticket with customer, subject, channel, priority and the response and resolution due times. A suggestion button proposes a category from the ones your team already uses, and a priority, with a one-line reason. | Nothing changes until the executive accepts the suggestion, in part or in full. |
| 2 | Service desk executive | Checks cover for the unit by serial number. Tickets that need a decision on cover (billable, free visits used up, cover cannot be decided, no serial number) are listed at the top of the Tickets page. | For a billable visit, the customer is told before the engineer goes. |
| 3 | Service manager | Assigns an engineer, helped by Kinnow's suggestion. The response clock stops at assignment and the first response time is recorded. | Assignment is the manager's decision. |
| 4 | Field engineer | The field job moves from scheduled to on the way to at the site to completed. If the customer is not there it is a no-show and can be rescheduled. | None. |
| 5 | Field engineer | Records parts used, labour, the billable amount and a 1 to 5 customer rating. Kinnow can propose likely spares from the job type and the unit, and declines to guess on anything it does not recognise. | None. |
| 6 | Kinnow | Takes the parts out of stock, adds service revenue to the customer's account for a billable job, and shows a proposed invoice with labour and parts. Parts are shown at cost; you set selling prices when you raise the invoice. | The accountant raises and approves the invoice. |
| 7 | Service manager | Resolves the ticket. Kinnow compares the response and resolution times with the SLA and flags a miss. | The manager resolves; the customer can have it reopened if it is not fixed. |
| 8 | Product team | If the fault is a product bug, the ticket is passed on: an engineering issue is created and linked, and the ticket is put on hold until the fix is released, when it goes back to in progress. | A person still closes the ticket. It does not close itself. |
| 9 | Service manager, sales | Contracts that are about to expire are renewed with a new end date in one step. Renewal hands the contract to Contracts and leases to manage from there. | The renewal is a person's act. |
The five answers on cover
Whether a visit is billable causes most disputes, so Kinnow keeps a list of your supplied units to answer it. One serial number is one unit; adding a serial number that already exists is refused, so two entries can never disagree about a warranty. A unit with a serial number is added to that list automatically when it is dispatched from your warehouse.
An unknown serial is never read as "charge them". Not on the list means your records are incomplete, and the answer says to look it up. A preventive visit spends one of the contract's free visits; a breakdown call does not by default. The count runs from the contract's own start date each year, so an April-to-March contract does not hand over a fresh set each January.
See it work
AC leaking water since morning, guest complaining.
Documents, lists and reports
| Output | What it contains | Who uses it |
|---|---|---|
| Ticket list and missed SLA times | Every ticket with channel, priority, due times and outcome; the missed-time view lists late and overdue tickets. | Service manager |
| Work-order history | Engineer, parts, labour, billable amount, time taken and rating for each visit. | Service manager, accounts |
| Units supplied (installed base) | Every serial-numbered unit supplied, with customer, location and warranty end date. | Service desk, sales |
| Cover check | One of five answers for a serial number, always with the reason. | Service desk |
| Contract list | AMC contracts with covered units, value, billing cycle, what is included, free visits used, and renewal status. | Sales, service manager |
| Proposed invoice | For a completed job, labour and parts with a total, and a note if warranty or contract covers it. | Accountant |
| Engineer list | Skills, area, daily workload and availability. | Service manager |
Agents that work here
Working in Serve today: an alert that marks work as safe, at risk or missed before the clock runs out, a job allocator, a spare-parts suggester, an engineer scheduler, a contract renewal watch that sends the 60, 30 and 7 day notices, a ticket sorter, and an agent that proposes a refund, credit note or escalation for a dispute raised in the customer portal. Each agent is checked with you before it works on your records, and everything it produces waits for a person. Nothing is assigned, refunded or invoiced on its own.
Ask Kinnow, for this area
Ask in plain English. Before it runs, Kinnow shows the records it will read and what it will cost. Where records are missing, it says so instead of guessing.
Which tickets have missed their SLA this month?
Ticket, priority, due time and how late.
Is the unit with this serial number under warranty?
One of five cover answers, with the reason.
Which AMC contracts expire in the next 60 days?
Customer, value and end date.
Which customers are raising the same problem again and again?
Customers showing strain, with the sign that flagged them.
Which engineers are free tomorrow?
Skills, area and current workload.
How many free visits has this customer used?
Visits used since the contract's yearly start date.
Controls an owner cares about
- Agents suggest and never act. A category, an engineer, a spare part or a refund proposal waits for a person.
- A ticket never closes itself, including after an engineering fix.
- A cover answer of "not on the list" is never treated as billable.
- Each company's records are kept separate.
- When you bring history across, each ticket's original date is required, so no response or resolution time comes out negative. Nothing is triggered on old tickets: no SLA clock, no engineer alert, no survey.
- An expired contract comes across as expired, so it cannot quietly cover calls it should not.
- Veil, our privacy layer, holds back bank, tax and ID numbers and swaps names for placeholders before an AI call. It covers Ask Kinnow and most agents today; the rest are being added.
Connects to
- Stock and ship: parts used come out of stock, and serial-numbered units leaving the warehouse appear in your list of supplied units.
- Account: a billable completed job adds service revenue to the customer's account.
- Contracts and leases: renewing an AMC hands the contract on to be managed from there.
- Build: engineering issues passed on from a ticket, and support cost counted against the project.
- Maintain: your own assets and their warranties, seen from the owner's side.
Questions
Is the AI voice receptionist available?
No. The inbound voice channel is planned. Voice will be inbound-only, and it opens a ticket for a person to work.
Can Serve pick the right technician?
It suggests. Kinnow matches the ticket category and the unit to each engineer's skills, area and current workload, offers alternatives, and spreads unassigned jobs across engineers. A person assigns.
Are SLAs tracked?
Yes. Response and resolution times are set on each ticket, every resolved ticket is compared with them, and the missed-time view lists tickets that missed their time or are overdue and still open. An alert marks work as safe, at risk or missed.
Can we bring our old help-desk tickets and contracts?
Yes. Tickets and service contracts come across with their original dates, priorities, channels and states, and nothing fires on old records. Data is brought across in the first week of setup, and most clients see first results in about two weeks.
How does it know if a visit is chargeable?
It checks the unit's serial number against its warranty and the active contract, and answers under warranty, under contract, free visits used up, billable, or not on the list of units. An unknown serial is never treated as billable.
What happens when an agent is wrong?
It cannot act on its own. A suggested category, engineer or part is shown with its reason and waits for you, and each agent is checked with you before it works on your records.
See Service & support on screen.
Cropped from the live product so you can read it. Tap to enlarge.
Inside this page
Service desk
Tickets from every channel, with response and resolution clocks.
Field service & AMC
Visits, service contracts and a cover check before anyone goes out.
- AMC Renewal: Prepares a renewal suggestion for each of your AMC (annual maintenance contract) customers, using the same renewal routine as lease renewals.
Start with one need. Switch on the next in a day. Same records, same login, no new licence.
Tell Kinnow what slows you down.
Answer three questions. Get the applications, the agents and a two-week plan for your business.