No ticket closed without a report. No hour that doesn't get invoiced.
When the ticket is set to resolved, the technician fills in work done, hours and parts. They cannot skip a field. XyloSure turns it into a service report in your house style and sends it to the customer.
Built on the same engine that already runs a customer's RMA process in production.
- Ticket
- #31207
- Date
- 01-10-2026
- Work done
- Replaced pressure switch, tested OK
- Hours
- 1.5 h
- Parts
- 1× pressure switch DS-40
Questions about this intervention? Reply to this email.
Sound familiar?
What goes wrong
The technician sets the ticket to "resolved" with one line of explanation. The customer gets no report. Weeks later the invoice arrives and the customer disputes the hours. Parts that were used are written down nowhere and never invoiced.
How it feels
Technicians hate admin. Accounting is always chasing the facts. You feel money leaking away but cannot say where.
Why it shouldn't be like this
Customers are happy to pay for work they can see. Whoever does good work deserves a report that shows it.
The real problem is "resolved" without an explanation. A closed ticket without a report is invisible work, and invisible work gets disputed or forgotten.
How XyloSure fixes it
- Status changed
Status "Resolved": a popup with required fields for work done, hours, parts used and next step.
- Status changed
The service report in your house style goes to the customer as a public reply.
Accounting finds everything it needs for the invoice in the ticket.
- Status changed
Optional, status "Follow-up needed": a document with the recommendation and a quote for further work.
What does it save you?
Default values are example assumptions, not market data. Replace them with your own numbers.
If nothing changes
Disputed invoices, margin leaking away, and customers who never see what you did for them.
With XyloSure
No disputes, complete invoices, customers who see your work.
One price per Freshdesk account
One price per Freshdesk account, no matter how many agents you have. Use the calculator to see what the paperwork costs you today.
- All four flows: returns, repairs, service reports, transport damage
- Documents on ticket creation and on status changes
- Required fields in a popup for agents
- Word templates in your house style
- Ticket, contact, company and custom fields
- Your first template built for free
Questions
Can the technician skip the report?
No. The fields in the popup are required before the document is created.
Does the report go to the customer automatically?
It is posted on the ticket as a public reply, so the customer receives it like any ticket update.
Can we add our own fields, like travel time?
Yes. You choose the fields per status, including your own custom fields.
We are an MSP. Does this fit?
Yes. Many MSPs work in Freshdesk and close tickets without a report. This flow is built for exactly that.
Get your first template free
Send us your current form or Word template. We rebuild it as an automatic XyloSure document in your house style and send you the result. No cost, no obligation.
- Your current form rebuilt in your house style
- You see the result before you pay
- Reply within one working day
Or call us: +32 3 376 33 37