Your customers see every unit they own, and how it's running
A system you deliver doesn't drop off your records at the dock. It joins the customer's installed base, where your team and theirs keep the same view of it for its whole working life.
- One overall status per unit, from what the customer reports and the tickets open on it (in service, degraded, down, retired)
- Firmware, BMC, OS and patch level tracked on the system and on any component inside it, with full history
- You choose which attributes customers may update, so their site team records patching and you record factory firmware
- Customers open a ticket on the system or on one module inside it. Internal notes stay internal, and an e-mail goes out when you reply
- Scoped to the customer's own organisation and everything below it, so an agency sees all of its commands' units
Usually: a separate help-desk tool that has never heard of the serial numbers inside the box.

