Which System Do I Use?
A simple guide to choosing between Warranty Claim (repairs) and Helpdesk (support).
There are two systems, and they do two different jobs. Once you understand this one page, you will never be confused again.
The one question to ask yourself
Is there a physical product in front of me that needs fixing?
- Yes, the customer has brought a product → open Warranty Claim.
- No, the customer just has a question, a complaint, or an issue → open Helpdesk.
That is the whole rule.
| Warranty Claim | Helpdesk | |
|---|---|---|
| What it is for | Repairs | Support |
| Is there a product on the counter? | Yes | No |
| What happens | Product comes in broken → logged → fixed → customer collects | Customer asks or complains → we reply → issue closed |
| Who mainly uses it | Receptionists and technicians | Support staff |
[screenshot: the search bar at the top of the screen, showing Warranty Claim and Helpdesk in the results]
Examples — use Warranty Claim (repairs)
- A customer walks in with an inverter that will not power on.
- A customer returns a battery that stopped holding charge.
- A customer brings back a panel with a cracked casing.
- A technician from a site brings in a faulty unit for the workshop.
In all of these, something physical is being dropped off with us to repair.
Examples — use Helpdesk (support)
- A customer calls to ask how to reset their inverter.
- A customer complains that nobody has called them back.
- A customer wants to know if their product is still under warranty.
- A customer asks for their receipt or their installation date.
- A customer is unhappy about how long a repair is taking.
In all of these, there is nothing to repair on our counter — only a person needing an answer.
Two things people get wrong
"The customer is complaining about a repair, so I should put it in the repair record." No. The complaint is a support matter — log it in Helpdesk. The repair itself already has its own Warranty Claim, and it stays there.
"The customer called to say their unit is faulty, so let me open a repair." Not yet. Until the product is physically with us, it is a Helpdesk matter. Open the Warranty Claim the day they bring the product in.
Still not sure?
Ask yourself the question one more time: is there a product in front of me? If the answer is still unclear, log it in Helpdesk and ask your Branch Manager. Nothing is lost, and a Helpdesk ticket can always be followed by a repair later.