Service management platform
Complaints, repairs, installations, returns and internal requests arrive on WhatsApp, email, phone and your portal. Terrapin turns each one into a ticket with an owner, a deadline and the customer's full history, and the AI Support Agent answers the routine ones for you.
“My AC has stopped cooling. I bought it in March.”
The problem
The sale is on one system, the complaint arrives on another, and the follow-up lives in someone's phone. Customers notice before you do.
Scattered
A WhatsApp to the salesperson, a call to the front desk, an email to a shared inbox. Some are answered twice, some never.
With TerrapinEvery channel creates a ticket in one queue, threaded with the customer's earlier messages.
Ownership
Requests sit with whoever picked them up, and nobody knows what is overdue until the customer escalates.
With TerrapinAuto-assignment by category, location and skill, with SLA timers and an escalation matrix.
Context
Invoice number, purchase date, warranty, model. The customer repeats it to every person they speak to.
With TerrapinOrders, invoices, assets, warranties and past tickets sit beside the ticket, from the same record.
Visibility
How fast you respond, which products fail most, which engineer resolves first time: nobody can answer from Excel.
With TerrapinLive dashboards for volumes, SLA compliance, first-time fix and customer satisfaction.
The solution · how it works
Each part of the platform does one job. Select a layer to see what it does and where it sits in the AC repair from the top of the page.
Forms and service catalogue
Build a form for each request type, with the fields, attachments and approvals it needs. Each form decides the category, the team, the workflow and the SLA, so a request is routed correctly the moment it is raised.
SLAs, approvals and escalations
Who raised the request
Try it: approve, reject, or change the replacement after it was requested.
Channels
Every channel creates the same ticket, on the same customer record, with the same routing and SLAs. Replies go back on the channel the customer used.
Use cases
Customer-facing service and internal help desks share the same tickets, forms, workflows and SLAs, each with its own team, rules and reports.
Is Terrapin Service Management right for you?
Twelve situations we hear from service heads, owners and operations teams. Tap the ones that sound familiar. If three or more do, talk to us.
One queue for every channel, threaded with earlier messages.
A portal and WhatsApp updates show status without a call.
SLA timers warn before a breach and escalate when time runs out.
Every ticket assigned by category, location and skill.
Orders, invoices, assets and past tickets beside every ticket.
Visits scheduled, tracked on mobile and closed with the customer's OTP.
Warranty and contract status read from the asset on the ticket.
Approvals by amount, recorded on the ticket.
A knowledge base and the AI Support Agent for the routine ones.
Internal service desks on the same platform, each with its own queue.
Dashboards for SLA compliance, first-time fix and satisfaction.
A CSAT survey after every closed ticket, on WhatsApp or email.
0 of 12 sound familiar so far.
Only need a help desk for a small team? Start with the Customer Service app, free for 2 users at one location. Terrapin Service Management is for running service across teams, locations and desks.
Features
The capabilities service teams expect from a leading help desk, joined to the customer, order and invoice data Terrapin already holds.
How to buy
Service Management is priced on a proposal, based on your desks, teams, channels and integrations. You always know what happens next. See the full subscription process →
FAQ
Tap a question to see the answer. Can't find yours?
A platform for running service across your business: complaints, repairs, installations, returns and internal requests become tickets with an owner, an SLA and the customer's full history, on the same record as your Terrapin suites.
The Customer Service app is a help desk for one team, free for 2 users at one location. Service Management adds multiple desks, the form builder and service catalogue, approvals, field service, assets and warranties, and reporting across teams and locations.
The customer portal, email, phone, WhatsApp, web chat, web forms, a QR code on the product and an API. Queries the AI Support Agent cannot resolve become tickets too.
Yes. Each desk has its own request types, team, business hours, SLAs and reports, and staff only see their own queue.
You set response and resolution targets by category, priority and customer. Timers run on each desk's business hours, warn before a breach and escalate to the next person in your matrix when time runs out.
Yes. Visits are scheduled in time slots, engineers check in and update the ticket on mobile, and the visit closes with the customer's OTP. Spare parts used are recorded on the ticket.
It answers routine questions on WhatsApp and voice from your knowledge base and records, such as order status for verified customers, and hands over to your team with the full conversation when a person is needed.
Yes. Customer, product and invoice data can come from your ERP through integrations, scoped in the requirement discussion. For AI agents that act inside your own systems, see Terrapin Agentic AI.
On a proposal, based on your desks, users, channels and integrations, with a one-time implementation. WhatsApp, SMS, email and voice usage is billed at actuals by the provider.
Contact sales or email sales@terrapintech.org. In the requirement discussion we map your request types, teams and SLAs, then send a proposal with the rollout plan.
In a working session we set up your request types, routing and SLAs, and show a ticket travel from WhatsApp to closed. Or call us on +91 8320724089.
