Help desk for retail: a stopped POS means lost sales

When a POS or a branch connection goes down at peak time, every minute costs sales. TixDesk identifies what stops selling and fixes it first, covers extended branch hours, dispatches the nearest technician and compares support across branches.

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Support in retail

Retail chains run long hours and weekends, and store staff are not technical: "the machine is not working" is the usual description. The central support team gets reports from dozens of branches without knowing which ones actually stop sales.

TixDesk links each report to the branch and device, raises the priority of anything affecting sales, applies branch calendars to SLAs and assigns visits by city.

Challenges and what TixDesk changes

Store staff are not technicalA simple form via QR on the device.
Everything sounds urgentPriority by impact on sales.
Hours until midnightCalendar per branch and on-call.
Branches across citiesCity-based technician assignment.
POS and printersAssets per branch with history.
Faults after updatesIncident linking and problem management.

Typical request types

Example categories, priorities and teams we configure during rollout.

RequestCategoryUsual priorityTeam
POS stoppedPOSCriticalBranch support
Branch internet downNetworkCriticalNetwork
Receipt printerHardwareHighField support
CCTVSecurityMediumSystems
Price displayHardwareLowField support

Scenarios

Approval steps are highlighted.

  1. Scan QR on deviceBranch and device prefilled
  2. Critical priorityImmediate remote support
  3. Visit if neededNearest technician in the city
  4. FixRecorded on the device
  5. Branch confirmsClose

Most relevant modules

Branches & locations

Location hierarchy.

Field service

Visits and technician app.

Asset management

Devices and history.

Incident management

Wide outages.

SLAs

Time targets per request.

Reports

Per branch and team.

How many stores and POS devices do you have?We show how a peak-time POS fault is handled.
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Questions from retail

Does support cover evening hours?

Yes, with a calendar per branch and on-call rotas.

Can stores report without an account?

Yes, via a QR code on the device with branch and asset.

Does it detect chain-wide faults?

Yes, repeated reports from several branches are linked into a major incident.

No sales lost to a fault

Priority for what stops sales and a technician near every store.

  • Sales-based priorities
  • Branch calendars
  • QR codes for POS
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