Helpdesk for NDT Inspection Companies — Atlantis NDT Inspection Software

Client-facing helpdesk for report queries, re-inspection requests, and complaint handling

Overview

Odoo Helpdesk configured for NDT firms manages inbound client interactions that aren't full sales opportunities but need structured tracking: report clarification requests, requests for duplicate/reissued certificates, complaint intake regarding a specific inspection finding or crew conduct, and ad hoc re-inspection or urgent-callout requests outside the normal CRM pipeline. Tickets are categorized by type (report query, complaint, urgent callout, certificate reissue, scheduling change) and automatically routed to the right internal owner — a complaint about a specific finding routes to the QA manager and feeds the same NCR workflow as internal quality issues, while a report clarification routes to the reviewing Level III or project manager. SLA policies enforce response and resolution targets appropriate to ticket type, with tight SLAs for urgent callout requests and standard turnaround for certificate reissue requests. A searchable knowledge base can host FAQs on report interpretation, standard acceptance criteria references, and scheduling policies, deflecting routine queries. Full ticket history attaches to the client account, giving account managers visibility into service friction points that pipeline/CRM data alone wouldn't surface.

Why inspection and testing businesses run it differently

A complaint in this industry often isn't a customer-service issue in the generic sense — it may be a client disputing an inspection finding, questioning an acceptance-criteria call, or requesting clarification on a UT thickness reading against corrosion-trend expectations. Routing these directly into the Quality Management NCR/CAPA workflow (rather than treating them as a standalone support ticket that closes with a reply) ensures they get the same root-cause rigor as an internally-raised nonconformity, which matters both for accreditation audit evidence and for genuinely catching systemic report-quality issues. Urgent re-inspection/callout requests, such as a client discovering a leak and needing emergency UT thickness verification, need SLA handling distinct from routine administrative tickets.

Capabilities

How the workflow runs

A client submits a query via email, portal, or phone, logged as a ticket and auto-categorized (or manually reclassified by the intake team). Report clarification and complaint tickets route to the relevant technical owner (Level III reviewer or QA manager); if the ticket concerns a disputed finding, it simultaneously opens a linked NCR in Quality Management for formal investigation. Urgent callout requests trigger a tight SLA and get flagged to the project management team to check crew/equipment availability and convert into an expedited work order if accepted. Routine requests like certificate reissue follow a standard turnaround SLA, often resolved via self-service from the knowledge base or a quick admin action. Account managers periodically review ticket history per client to spot recurring friction points, since repeated report-clarification requests from one client might indicate a report-formatting adjustment is needed for that account.

Standards and compliance covered

Integrations

Measured impact

Routing findings-related complaints directly into the NCR/CAPA workflow has ensured 100% of client-raised technical complaints get formal root-cause investigation, closing a gap where such complaints were previously handled informally by account managers without a documented trail — a specific ISO 17020 audit exposure. SLA-driven urgent callout handling has cut average response time to emergency inspection requests from same-day-if-lucky to a defined, tracked window, improving client retention on time-critical accounts. Knowledge-base deflection has reduced routine certificate-reissue and report-interpretation ticket volume handled manually by roughly a third.

Frequently Asked Questions

If a client disputes an inspection finding, does that get treated as a formal quality issue or just a support ticket?

Both. The complaint ticket is logged for tracking and response, but it also auto-generates a linked NCR in Quality Management so the finding gets a documented investigation and root-cause review, satisfying ISO 17020's complaints-handling requirement.

Can an urgent re-inspection request turn directly into a scheduled job?

Yes. An urgent callout ticket can be converted directly into a Project Management work order once crew and equipment availability are confirmed, carrying over the ticket's details without re-entry.

Do we get visibility into which clients raise the most tickets or complaints?

Yes. Full ticket history rolls up to the client account, and dashboards can surface trend patterns such as repeat complaint types, response-time performance, and ticket volume by client for account management review.

Related: Atlantis NDT ERP · NDT inspection software · ERP modules · ERP by industry · Digital Twin platform. Request a demo and tailored quote.

Built for any business that runs on operations

Most companies do not fail at their craft. They lose time, margin and goodwill in the gaps between the tools they use to run the place — a quoting spreadsheet that does not talk to the job sheet, a job sheet that does not reach accounts, and a compliance folder nobody can search when a client asks. Atlantis closes those gaps by putting the whole operation on one platform, so information is entered once and everything downstream stays in step.

What you can run on it

  • Sales and CRM — leads, quotes, follow-ups and the pipeline that tells you what next month looks like.
  • Projects and job costing — plan the work, track the hours and materials against it, and see the margin while the job is still live rather than at final account.
  • Field and service teams — dispatch, schedules, mobile capture that works with no signal, and sign-off from site.
  • Inventory and purchasing — stock, suppliers, reorder points and goods receipt, joined to the jobs that consume them.
  • People — records, qualifications and licences with renewal reminders, timesheets, leave and payroll.
  • Quality and documents — procedures and forms under revision control, with the audit trail an inspection or accreditation body actually asks for.
  • Accounts — invoicing, expenses, multi-currency and the reporting your accountant stops chasing you for.

Affordable, accessible, fully customizable — and we mean each word

Affordable because the whole suite is included rather than sold to you a module at a time, and because implementation is done by people who have run operations rather than by a chain of subcontractors. Accessible because it runs in a browser and on a phone, works for a small team on day one, and does not need a specialist on staff to keep it alive. Fully customizable because your process is the thing that makes you competitive — the software should bend to it, not the other way round.

Industries we configure for

Service businesses and contractors, manufacturing and fabrication, trading and distribution, laboratories and testing houses, engineering consultancies, construction and facilities, and asset owners across energy, marine, aerospace and infrastructure. Inspection and testing is where we started, and it remains the sector we go deepest in — but the platform underneath is general-purpose, and most of what it does has nothing to do with inspection at all.

What happens when you get in touch

A short conversation, not a sales sequence. We ask how the business runs today and where it hurts, show you the platform doing that work, and send a written quote shaped to your region, your team size and the scope you actually need. No obligation, nothing to install first, and no pressure to decide on the call. Reach out and tell us what you are trying to fix.

Related: business management platform · inspection management software · choosing the right category of software · modules · by industry · asset integrity platform. Book a free consultation.