Helpdesk for NDT Inspection Companies — Atlantis NDT ERP

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

Ticket categorization: report query, complaint, urgent callout, certificate reissue, scheduling
Automatic routing to correct owner by ticket type (QA manager, Level III, PM, admin)
Client complaints on findings auto-feed the Quality Management NCR/CAPA workflow
Type-specific SLA policies (tight for urgent callouts, standard for admin requests)
Knowledge base for report-interpretation FAQs and acceptance-criteria references
Full ticket history attached to client account, visible to account managers
Escalation rules for SLA breach risk (auto-notify manager before deadline miss)
Ticket-to-work-order linkage for callout requests converting into new field jobs

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

ISO 9001:2015 clause 9.1.2 (customer satisfaction monitoring)
ISO/IEC 17020:2012 (complaints and appeals handling requirement)
ISO/IEC 17025:2017 (complaints clause)
Client-specific vendor performance/SLA agreements

Integrations

Quality Management (complaint-to-NCR linkage)
CRM (client account/ticket history unification)
Project Management (callout-to-work-order conversion)
Document Control (reissued certificate retrieval)
Email/portal channels for ticket intake

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.