Capture the new Zendesk ticket
The flow starts when a new support ticket is created in Zendesk. Every new ticket enters the warranty check.
Customer SupportWarranty ManagementAI Automation
Check Warranty in ERPNext and Create Warranty Claims from Zendesk Tickets
Read the serial number from each new Zendesk ticket with OpenAI, check warranty and AMC cover in ERPNext, and create a warranty claim when the product is covered
Apps used in this template
About this template
What This Workflow Does
Support agents lose time checking ERPNext by hand to see whether a faulty product is still under warranty before they can act on a ticket. This template starts on each new Zendesk ticket, uses OpenAI to pull the serial number and fault type from the ticket text, checks the warranty and AMC expiry dates in ERPNext, and creates a warranty claim when the product is covered.
Key benefits
- Warranty checked on every ticket — Warranty and AMC status is verified in ERPNext against the date the ticket was raised, with no manual lookup.
- Serial numbers read from free text — OpenAI finds the serial number in the ticket subject or description and classifies the fault as dead on arrival, defect, damage or user error.
- Claims raised with full context — Each ERPNext warranty claim carries the customer, item, serial number, fault type and Zendesk ticket reference.
- Exceptions routed to agents — Expired cover and unrecognized serial numbers get an internal note and a tag, so agents know what to do next.
Inside the flow
How the template works
The flow starts when a ticket is created in Zendesk, and OpenAI extracts the serial number and fault type from the subject and description. appse ai then looks up the serial number in ERPNext, checks the warranty and AMC expiry dates against the ticket date, and either creates a warranty claim with a customer reply or leaves an internal note and tag for agents.
Extract the serial number and fault type with OpenAI
OpenAI reads the ticket subject and description, extracts the product serial number and classifies the issue as dead on arrival, defect, damage or user error. The result is converted into structured fields, and tickets without a valid serial number stop here and stay in normal support handling.
Look up the serial number in ERPNext
The flow searches ERPNext for the serial number and retrieves the product, the customer it was sold to, and the warranty and AMC expiry dates. If the serial number is not found, the ticket gets an internal note and a warranty unverified tag.
Check warranty and AMC coverage
For a recognized product, the flow checks whether the warranty or AMC cover was still active on the date the ticket was raised.
Create the warranty claim and reply to the customer
If the product is covered, a warranty claim is created in ERPNext with the customer, item, serial number, fault type and Zendesk ticket reference. The customer gets a public reply with the claim number and next steps, and the ticket is tagged as in warranty.
Flag out of warranty tickets for a paid repair quote
If cover has expired, agents get an internal note with the warranty and AMC expiry dates and a prompt to offer a paid repair quote. The ticket is tagged as out of warranty.
Business Benefits
What support, service and finance teams gain when warranty checks run on every Zendesk ticket.
01
Warranty decisions without manual lookup
Agents no longer chase finance or search ERPNext by hand. Warranty and AMC status is checked on every ticket that carries a serial number.
02
Fewer free out of warranty repairs
Expired products are flagged with their expiry dates, so repairs that should be paid are quoted as paid.
03
Faster resolution for valid claims
A warranty claim is created in ERPNext as soon as coverage is confirmed, and the customer gets the claim number on the ticket.
04
Connected support and ERP records
Every warranty claim carries its Zendesk ticket reference, giving support, service and finance one traceable record of each case.
05
Early detection of serial number issues
Serial numbers that do not exist in ERPNext are flagged to agents, who can check for a typo, an unregistered unit or a possible grey market product before any service is committed.
01
Warranty decisions without manual lookup
Agents no longer chase finance or search ERPNext by hand. Warranty and AMC status is checked on every ticket that carries a serial number.
02
Fewer free out of warranty repairs
Expired products are flagged with their expiry dates, so repairs that should be paid are quoted as paid.
03
Faster resolution for valid claims
A warranty claim is created in ERPNext as soon as coverage is confirmed, and the customer gets the claim number on the ticket.
04
Connected support and ERP records
Every warranty claim carries its Zendesk ticket reference, giving support, service and finance one traceable record of each case.
05
Early detection of serial number issues
Serial numbers that do not exist in ERPNext are flagged to agents, who can check for a typo, an unregistered unit or a possible grey market product before any service is committed.
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Questions & answers
Frequently asked questions
Everything you need to know about this template before you deploy it.
How does Zendesk to ERPNext warranty claim automation work?
When a ticket is created in Zendesk, OpenAI extracts the serial number and fault type from the ticket text. appse ai looks up the serial number in ERPNext, checks the warranty and AMC expiry dates against the ticket date, and creates a warranty claim if the product is covered.
What happens if a ticket has no serial number?
What happens when the serial number is not found in ERPNext?
How does the template handle out of warranty products?
What needs to be in place before it runs?
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Their quick updates and improvements have boosted our productivity, allowing us to focus on making better products. Highly recommend for any manufacturer seeking efficiency.
Hans Engstrom
Operations Manager, Christiana Bikes
appse ai enabled us to automate processes and achieve real-time efficiency with their ready-to-use solution. Their responsive support and customizations were exactly what we needed.
Peter Grueterich
President, Bernardo 1946
Rapidly growing companies, to get to that level of establishment, you need a solution like appse ai to bridge the connections between disparate systems.
Robert Donnelly
CEO and Co-Founder, Nine Line
The platform syncs data between our applications and it simply just works. This saved us a lot of time we used to spend manually synchronizing data from one system to another.
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Founder, Italparts SRL & Italparts LLC
appse ai helped us to manage our inventory and invoices in SAP and WooCommerce. With appse ai our job is much easy as everything is automated and we have better control on our inventory.
Kaywan Pour
Niagara Warenhandels GmbH
appse ai is making our operations easy! They make the customer experience much better. It costs us less human effort to proceed our orders.
Ramez Tacrity
Technical Sales Specialist, Digitech
I was impressed by how easy appse ai is to use and their ability to customize the platform to meet our clients specific requirements.
Vainick Oliveri
Golden Toys
appse ai transformed our business by automating the sync between SAP Business One and WooCommerce. What used to be a time-consuming, manual process is now seamless. We add products in SAP, and everything syncs automatically to the website.
Maher Ataya
Founder, Italparts SRL & Italparts LLC
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MD, All Marine Spares
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CEO, Designer Boys
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Sales Director, Trimwel
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Renegade Brewery
appse ai truly helped us transform our business processes. Now with the integration, it has become really smooth, everything just flows better. It really helped our team save time, streamline processes and honestly boost productivity more than we expected.
Jason Mitchell
MD, All Marine Spares
Since we started using appse ai as our middleware, everything has been way smoother. It saved us about 10-20 hours a week, which is huge. The team is super responsive and easy to work with.
Dan Gerber
CEO, Designer Boys
appse ai truly understood our needs and delivered a seamless integration between SAP and Shopify. Their team is highly knowledgeable and capable, ensuring the solution perfectly aligned with our requirements.
Columb McCluskey
Sales Director, Trimwel
appse ai is fantastic, it works really well and is easy to use! Its visual interface makes it simple to see what is happening, and I especially liked the visual mapping of process flows. The teams professionalism also really impressed me.
Richard Grew
Renegade Brewery
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