Assets: every request includes the machine history

In brief

The moment a technician receives a request, they instantly have the full historical context of the customer’s machine. Assets links every ticket, every serial number and every error code. A hotliner retrieves in 1 click a machine’s full history, even if they have never repaired it. A newcomer inherits the referent’s knowledge, without having to interrupt them.

What our customers tell us

• “The ideal would be to have a summary of the machine history as soon as the ticket opens.”
• “Keeping a complete, up-to-date equipment portfolio is a lot of work.”
• “In the ERP we have the machine references, but finding their manuals is tedious.”

Three interventions on this machine, and nobody knows

A thermoforming machine locks up at the end of a cycle. The hotliner opens the ticket, looks for the machine history, finds nothing. Yet it has been repaired three times, under three different labels, by two hotliners, one of whom left last year.

So they do what we all do. They dig through old tickets, then stand up and ask the referent. Who answers, of course. That is exactly why technical referents get interrupted ten times a day.

When the history is missing, every call starts from zero

• The hotliner rebuilds the context on every request, in old tickets or at the desk next door.
• The referent is interrupted for cases already solved, while the truly hard ones wait. And if they are away, everything stops.
• The newcomer learns the fleet out loud, one ticket at a time, while the technical knowledge is already in the company, just not accessible.
• Statistics by model mean nothing: filtering on “TF200” only brings back a fraction of the tickets that concern it.
• Documentation you cannot find: retrieving the manual for a reference becomes a hunt for the right wording.

FIXEE launches Assets

Assets is a registry specific to your team: equipment types organised in a tree, a catalogue of error codes, a register of serial numbers. Every ticket points to a record.

Your teams write as they always have. Someone types “tf-200” in a ticket, FIXEE recognises the machine and attaches the ticket to its record. If the machine is new, the record is created on the fly. Nobody fills in an inventory form.

The fuller the registry, the stronger the search. You query the thermoforming family and you get the tickets for all its models, generations included.

Level 1 answers, or hands over with the file

Askia Client uses the same tree. It pre-qualifies the request and inherits the knowledge linked to the right machine and the right error code: technical documentation, validated resolved cases, FAQ.

When Askia Client does not know, it escalates. The hotliner takes over and, in one action, retrieves the requester’s history: which machines they operate, what has already been done on this one, the error codes already seen on the model, the resolved cases that come closest. The hotliner opens a ticket that is already briefed, with resolution leads to study. They can finally spend their time on their core work.

An inventory that lives

No inventory yet? The first ticket starts it. You have an ERP or a CMMS? They know which machine you delivered. They do not know what it has lived through since. The registry feeds on every ticket, on the life of the machine. That is how you capitalise technical knowledge around your installed base, without a separate documentation project. If you want to take over your historical data, FIXEE handles it.

Results

• Fewer tickets for your hotliners, fewer interruptions for your referents: level 1 answers alone on validated cases, and what escalates no longer goes via the desk next door.
• The ticket arrives briefed: requester, machine, past interventions, related cases. The hotliner solves instead of reconstructing.
• An installed base that becomes an asset: the history of each machine at each customer stays in the company. It feeds service sales, feedback to engineering, and it no longer leaves with the people.
• Usable statistics: at a glance, a sudden rise on a problem is no longer invisible.

"Our customers have been producing this history for twenty years. It was scattered across emails, tickets and the heads of the old hands. Assets inventories it without effort and returns it at the right moment, to the right person. Every request arrives with its history. Every resolution enriches it. That is the FIXEE virtuous circle, applied to the fleet."

Key features

• Asset base: Links between machines, error codes, serial numbers and tickets.
• Askia Client: pre-qualifies the machine, finds the manual, resolves known cases on its own.
• Ticketing: every ticket includes the full machine history.
• Statistics: resolution times and sudden spikes in failures become visible.
• Askia Hotliner: proposes solutions by sourcing similar tickets on the same equipment.
• Resolved Cases Base: every card inherits the equipment concerned.

Availability

• General availability: 1 September 2026.
• Guidance: structuring the registry from the start, with or without a takeover of existing data.

FAQ