Product and Technical Support

Template

Product & technical support template will help you better organize all the products that need technical support more easily to improve your support time and customer management.

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Template structure

See how this template is structured. As this is just an example, you can customize it.

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  • 1. Product

  • 2. Customer name

  • 3. Phone

  • 4. Email

  • 5. Issue description

  • 6. Product serial number

  • 7. Purchase date

  • 8. Warranty due date

  • 9. Notes/Additional information

Initial assessment

  • 1. Initial assessment assignee

  • 2. New issue?

    • Yes
    • No
  • 3. If you answered "no", describe how to solve the issue.

  • 4. Problem technical details

  • 5. Resources needed

  • 6. Root cause

  • 7. Is the product still covered by warranty?

    • Yes
    • No

Technical analysis

  • 1. Technical analysis assignee

  • 2. Priority

  • 3. Solution

    • Repair
    • Replacement
  • 4. Are spare parts needed?

    • Yes
    • No
  • 5. If you answered "yes", list the requested parts.

  • 6. Spare parts cost

  • 7. Estimated conclusion date

  • 8. If out of warranty, will there be additional cost?

    • Yes (fill in the field below)
    • No

Customer approval

  • 1. Await customer's reply. If the service is declined, fill in the field below and move the card to the "Archived" phase.

Testing

  • 1. Is the product properly working now?

    • Yes. Move to "Done".
    • No. Move to "Archived"
  • 2. Attach proof of test/repair.

Done

Archived

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