IT Requests & On-site Support
Centralise IT requests across sites—and reduce downtime with clear tracking
What this solves
In multi-site operations, IT issues usually come through every channel at once: calls, WhatsApp, emails, and “can you quickly look at this?” messages. Tickets get duplicated or missed, priorities aren’t clear, and the same issues repeat because there’s no clean history.
Margin Resolve turns IT support into a practical workflow: log the issue, assign it, update it, close it—with visibility for both the site and the support team.
How it works in practice
Site teams submit an IT request from mobile or web using a simple form that captures the key details up front: what’s not working, which site/area it’s in, how urgent it is, and any supporting evidence like photos or screenshots.
Once submitted, the ticket is routed and assigned with a clear owner and status. Support teams can manage priorities, keep updates in one place, and close the ticket with resolution notes so there’s a reliable record for future troubleshooting.
If the issue isn’t actually IT—such as a physical repair needed—your team can raise it as a maintenance work order instead. And if an IT outage creates a safety impact, it can be recorded as an incident with follow-up actions. The platform keeps each issue in the right workflow while still giving one view across everything.
A realistic example day
A store reports that the receipt printer has stopped working during a busy period. They raise an IT ticket, attach a photo of the error, and mark it high priority. The ticket is assigned quickly and support starts troubleshooting.
Later, the network drops in a specific area of the site. A second ticket is raised with clear location context. Support can see both issues, track updates, and close each ticket with notes about what was done.
At the end of the week, the IT lead can see which sites generate the most tickets, what categories are most common, and which problems keep repeating—so improvements can be planned instead of constantly firefighting.
What you gain from doing this consistently
You reduce downtime by capturing the right information upfront and routing work faster. You also get accountability: every ticket has an owner, priority, timeline, and closure record. Over time, reporting helps you spot recurring device failures, repeat network issues, and sites that need upgrades or better support processes.