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Help desks made for software start from the message. Spreadsheets and email start from nothing. Hardware support starts from which product someone owns, which part failed and whether it's still covered. That's where Docutize starts.
| Need | A general help deskBuilt for conversations | Email and spreadsheetsWhere most brands start | DocutizeFrom $49/month |
|---|---|---|---|
| Knows which product the customer ownsand when they bought it, from your orders | |||
| Knows which part failed and whether it's coveredcover per part, from the registration | By hand | ||
| Checks a claim before you read itmatched order, delivery country, repeat claims | |||
| A guided claim customers can make with photos and videowhat went wrong, which product, which part | A generic form | A PDF or a form tool | |
| Tells the customer where their claim isreceived, processing, each parcel's tracking | If you write it | If you remember | |
| Exports approved claims in your courier's format | Copy and paste | ||
| Answers from your manuals, with sources | With add-ons | ||
| Step-by-step repair guides with marked-up photos | |||
| A shared inbox with internal notes and saved replies | |||
| AI reply drafts a person sends | With add-ons | Growth and Scale | |
| Under your brand, at your own address | Usually | Your own email | |
| A help center login for customerstheir requests, claims, parcels and products | Sometimes |
"A general help desk" means a tool built for support conversations in any industry, with no record of what a customer owns. What such tools offer differs by product and by plan; check the one you use.
Tool by tool
What each one does well, where hardware brands find gaps, and when it's the better choice. Facts from each tool's own site, with links.
To be fair
If nothing you sell has a serial number, a part or a warranty, a general help desk is the right tool. Docutize starts from the product; without one, most of it is empty.
Email and a spreadsheet work until the day two people are answering the same customer. Docutize's Starter plan is for the day after that.
Docutize isn't SOC 2 or ISO 27001 certified yet. The security page says exactly what's in place; if a certificate is a hard requirement now, say so and we'll tell you when.
Docutize opens to new brands soon. Join the waitlist and we'll email you when it does.