In black and white what happens to every device. From arrival to quote.
At every status you choose, the agent fills in the required fields and XyloSure creates the document: a receipt with the condition of the device, a warranty decision with the reason, a quote for out-of-warranty work.
Built on the same engine that already runs a customer's RMA process in production.
- Ticket
- #20511
- Device
- Cordless drill X18
- Serial number
- SN 88-2210-Q
- Condition
- Scratch on left housing, no battery included
- Received
- 02-10-2026 09:41
Something not right? Reply to this email within 48 hours.
Sound familiar?
What goes wrong
A device arrives and nobody records its condition. Then comes the argument: "It wasn't scratched when I sent it." Warranty decisions go out by email in loose wording. Out-of-warranty quotes are made in Word, the customer never answers, and the device sits on the shelf for weeks.
How it feels
Technicians feel accused. Agents are unsure what they can promise. Every complaint becomes word against word.
Why it shouldn't be like this
Whoever trusts you with a device deserves to see in black and white what happens to it. And whoever does honest work should be able to prove it.
The real problem is "word against word". Without a document at every step, you lose every discussion, or give in just to end it.
How XyloSure fixes it
- Status changed
Status "Received": a popup with required fields for serial number, condition on arrival and included accessories.
- Status changed
The receipt with the recorded condition goes to the customer as a public reply.
- Status changed
Status "Warranty assessed": decision and reason are required. The customer gets a formal letter.
- Status changed
Out of warranty, status "Quote": amount and work to be done. The quote goes to the customer, who approves by replying.
- A/B
After the repair: the return shipment document, the same way as for returns.
What does it save you?
Default values are example assumptions, not market data. Replace them with your own numbers.
If nothing changes
Free repairs given away to avoid a fight, full shelves, and customers who feel kept in the dark.
With XyloSure
Every decision defensible, quotes answered, shelves empty.
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
How does the agent fill in the condition?
When the ticket gets the status you set (for example "Received"), a popup with required fields appears. The agent cannot skip them.
Can the customer approve a quote?
The quote is posted on the ticket. The customer approves by replying to it, like any other ticket reply.
Can we have different documents per step?
Yes. Each status can have its own Word template and its own required fields.
Does this work with our custom ticket fields?
Yes. Every ticket field, including custom fields, can appear on the document.
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