The help desk for machinery and plant makers
A machine is down and the customer is losing money by the hour. What matters is not the ticket form – it is that the right person has the history in front of them.
Service in manufacturing is high stakes and low volume: not many requests, but each one expensive to get wrong. The information that matters is usually a photo of a display, a serial number and what was done last time – and it is usually in somebody's mailbox.
What service in manufacturing needs
The important detail is a photo of an error display.
Attachments stay on the ticket and text recognition reads them, so you can find a case by the error code that only ever appeared in an image.
Nobody remembers what was done at this customer last year.
Every customer is a record with its full ticket history, grouped by year. Two minutes of reading replaces the phone call to the colleague who was there.
A machine standing still is not a normal ticket.
Priorities and SLA classes make urgency structural rather than a matter of tone. What is overdue is red, and follow-ups come back on their own.
Service hours are done and never invoiced.
Time is recorded per ticket and marked billable. The monthly export is the basis for the invoice, and nothing quietly falls off it.
Why rapidFOX for machinery and plant makers
Servers in Germany
Your data is stored and processed in Germany.
Local AI, no data leaving
The AI assistant runs on your own server – ticket content is never sent to an external AI service.
GDPR compliant, no extra tools
Tenant separation, export and deletion functions and a data processing agreement are built in.
A fair fixed price per seat
One clear price per booked seat – no feature ballast, no hidden add-ons.
Ready to use without training
An uncluttered interface with a guided start – expensive training is not needed.
Email connection included
Connect your existing support mailbox – enquiries turn into tickets automatically.
A local AI – with no data leaving
The rapidFOX AI assistant runs on your own server: drafting replies, shortening them, turning notes into full messages and suggesting solutions – ticket content is never sent to an external AI service. On or off whenever you like, and a person always approves.
Common questions
Can we record machines or serial numbers?
Not as a separate asset register. Serial numbers live in the ticket and in the attachments, and the search finds them – including inside scanned documents.
Can service engineers use it on site?
Yes, through the iOS app or the web interface on a phone – enough to read the history, add a photo and close the ticket before driving off.
Does it work with our existing support mailbox?
Yes. Connect it over IMAP/SMTP and every incoming message becomes a ticket, with replies going back from the same address.
What about customers who phone rather than write?
The call is noted on the ticket by whoever took it, so the record is in the same place as everything else.
Ready for service requests you can follow?
Try it free for 7 days – no card, with sample data, ready in 2 minutes.
Start free now