🛠️ Solution · Technical Support

The technical support system that goes to the field with your team.

For companies delivering technical support in the field, remotely or both. With a mobile app, automatic Technical Assistance Reports, hour tracking and contract management per customer, without wasting time on paperwork.

Try it free for 7 days → ▶ Watch demo (2 min)
Support in English
ITIL Certified
Service catalog of the Milldesk technical support system, with service classes and requests
Catalog
Self-service
Technical Assistance Report
Digital
🎯 Who it is for

Built for people who really deliver
technical support.

Operations with field technicians or service providers that need to evidence delivery, control contracts and bill hours accurately.

IT companies (MSP)

IT service providers serving multiple customers with specific contracts, distinct SLAs and prepaid hour pools.

Field maintenance

Teams doing on-site visits (preventive and corrective maintenance, installation) that need a Technical Assistance Report and hour tracking.

Hybrid support (remote + field)

Operations that solve most tickets remotely but still need on-site visits for some of them.

Independent providers

Freelancers and small technical companies that want to professionalize their service and bill based on evidence.

⚡ Before vs after

What changes when technical
support has a real tool.

😩 Without a system

The situation today

  • The technician writes the ticket on paper and loses the record on the way back
  • The Technical Assistance Report is filled in a spreadsheet afterwards and never matches reality
  • The customer disputes the hours worked and there is no way to prove them
  • The contract's hour balance is tracked in the manager's head
  • When the technician leaves, nobody knows the customer's history
🚀 With Milldesk

How it looks

  • Mobile app with tickets, workflow status changes and communications
  • Technical Assistance Report filled on site, with the customer’s signature
  • Control of the real hours spent per ticket
  • Hour balance updated automatically after every visit
  • Complete history per customer: the next technician arrives already informed
🚀 How to start

From signed contract to the first
field visit.

Simple operations are running within 7 days. No external consulting, no unnecessary ITIL complexity.

01

Register customers and contracts

Import your customer base, set up contract types (preventive, corrective, unlimited), define hour pools and SLAs.

02

Connect your technical team

Register the technicians, install the mobile app (Android and iOS), set up the service categories you deliver.

03

Start working tickets

Receive tickets by e-mail, WhatsApp or portal. Dispatch, schedule visits, log the Technical Assistance Report and bill based on real data.

More than 1,000 companies trust Milldesk
Jungheinrich - Milldesk customer Grupo Tecar - Milldesk customer Maxi Rubber - Milldesk customer Eco Medical Center - Milldesk customer Ventos de São Zacarias - Milldesk customer Estação Conhecimento - Milldesk customer
⚙️ Essential features

Features built for people working
in the field and remotely.

Features selected for your operation. See all 38 features →

Mobile app

Android and iOS. The technician sees the day’s tickets, issues the Technical Assistance Report and handles requests quickly.

Technical Assistance Report (digital)

Technical Assistance Report filled on the phone, with the customer's signature on screen. It goes straight into the system.

Hour tracking

Automatic timer on the ticket. It adds up every hour worked per technician, contract and customer.

Contract management

Contracts per customer with SLA, hour pool, frequency and value. Renewal alerts are automatic.

Remote access

Connect to the customer's machine. It cuts diagnosis time.

Inventory Agent

Inventory hardware and software automatically with the Inventory Agent.

Explore all 38 Milldesk features →
"
Versatile. We use it in IT, After-Sales and Facilities. More organization, transparency and better internal support.
YB
Yan Baatsh Jungheinrich
❓ Frequently asked questions

Questions about technical
support systems.

What is a technical support system?
A technical support system is software that organizes the work of companies delivering technical services (IT, maintenance, installation or field assistance). It includes ticket management, the Technical Assistance Report, tracking of hours worked, contract management and billing based on real data. It replaces the technician’s notebook, the office spreadsheet and the manager’s WhatsApp.
Does Milldesk have a mobile app for field technicians?
Yes. Milldesk has an app for Android and iOS. The field technician receives the day's tickets, fills in the Technical Assistance Report with the customer's signature, attaches photos and closes everything from the phone.
How does the Technical Assistance Report work in Milldesk?
The Technical Assistance Report is generated automatically from the ticket data: customer, contract, equipment, reported problem, applied solution, parts used, hours worked. The technician just reviews it, collects the customer's signature on the phone screen and submits. No spreadsheet to fill in afterwards, no paper to transcribe. The Technical Assistance Report goes straight into the system, ready to be used for billing or auditing.
Can I track an hour pool per contract?
Yes. Each contract has its own configurable hours. With every ticket handled, the system automatically deducts the hours worked. You see the remaining balance and generate a consumption report per period. It works for service contracts, preventive maintenance, monthly/annual support or any contracted-hours arrangement.
Does Milldesk work for service providers with several customers?
Yes, it is one of the most common use cases. IT companies (MSP), maintenance providers and service companies use Milldesk to serve multiple customers, each with its own opening portal, a different SLA, a separate hour pool and a customized visual identity. Each customer sees only their own tickets, while the internal team has a consolidated view of the whole operation. See plans →
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🏆 ITIL® Certified · 21 years

Ready to professionalize your
technical support?

Try Milldesk free for 7 days. Mobile app, Technical Assistance Report and hour tracking included.

Start free trial → See plans and pricing
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