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magicTicket
Project & Service Ticketing Solution
The service platform that runs DEMUK.
We built magicTicket because no off-the-shelf ticketing system understood how AV service teams actually work. Years later, every job our team handles, from a DOOH outage in Bangkok to a video wall calibration in Phuket, runs through magicTicket.
Now we're making it available to other service operations.
"If your platform doesn't know your assets, your data is lying to you."
Built around assets, not just tickets.
Most ticketing platforms organize around incidents or people. magicTicket organizes around the assets themselves, the actual screens, controllers, and equipment in your operation. Every ticket is linked to the asset it concerns. That means you can see at a glance which displays at a particular branch have failed three times this year, which equipment is due for preventive maintenance, and which problems keep coming back to the same units.
This is what most service teams genuinely need but few platforms deliver.
Capture every issue accurately.
Use the Option Matrix to record incidents with structured detail, not free-text descriptions. Personalized dashboards show each team member exactly what's relevant to them.
Plan ahead and prevent issues.
Built-in calendar and auto-scheduler keep preventive maintenance on track. Analytics surface patterns so you can fix root causes, not just symptoms.
Stay coordinated in the field.
Mobile notifications keep technicians informed and ready. Real-time progress tracking with photos, videos, and asset-linked data, so the office and the field are always in sync.
Report on what matters.
Cross-ticket reporting across teams, assets, and timelines. Track team performance, SLA compliance, overdue tickets, and recurring issues. The dashboards that drive better service quarter after quarter.
Calendar
Report
Two ways to start: Standard or Advanced.
magicTicket can be deployed two ways depending on how complex your operation is.
Standard
Pre-configured templates for common service workflows. Up and running in days, not months. Best for service teams that want a solid out-of-the-box experience without heavy customization.
Advanced
Fully custom asset models, layouts, and workflows. More setup time, but a platform that fits your operation precisely. Best for larger or more specialized service operations where standard templates can't capture the nuance.
Many of our clients start with Standard and graduate to Advanced as their operations mature. We help you decide which path is right at the kickoff.
Service data that drives decisions, not just reports.
magicTicket is the system of record for everything your service team does. That data answers questions you couldn't easily answer before.
For your operations manager
Real-time dashboards show open vs closed tickets, turnaround times, SLA breach alerts, and team performance KPIs. They know what's on track and what needs attention without asking.
For your service director
Analytics surface recurring issues by asset, top-performing technicians, and preventive maintenance gaps. Resourcing decisions based on data, not gut feel.
For your clients
Every ticket produces a proper service report with cause, resolution, time to fix, and any follow-up actions. Your transparency becomes a competitive advantage when you renew the contract.
ETL support means high-volume operations stay fast and responsive as your data grows.
Built for real-world deployment.
magicTicket is the system of record for everything your service team does. That data answers questions you couldn't easily answer before.
magicTicket supports API integration (Developing), multi-language interface (Developing), scheduled reports (Developing), and audit logs (authentication).
Cloud or on-premise
Cloud deployment is the fastest path to production, with all infrastructure managed by us. On-premise is available for clients with specific security or data sovereignty requirements.
Mobile-first for field teams
iOS and Android apps keep technicians connected on the road, with offline support so a lost connection at a remote site doesn't lose a ticket.
Magic Portal for data flow.
Import and export assets, tickets, users, and configuration as CSV. Connect to your existing reporting tools without locking your data into magicTicket.
Already running where it matters.
magicTicket has been the operating system of DEMUK's own service team since 2025. Every day, our team uses it to manage installations, service calls, preventive maintenance, and SLA tracking across hundreds of client sites, three brand authorizations, and dozens of products from Philips and Barco displays to magicWall video walls and DOOH networks.
If it's reliable enough to keep service running for whom, it's reliable enough for yours.
Built for service operations that need to scale.
magicTicket is configured for the way real service teams work, whether you're managing 50 tickets a month or 5,000.
AV COMPANIES
AV and digital signage service companies. Track installations, service calls, and SLAs across thousands of screens at hundreds of client sites.
INTEGRATORS
Systems integrators. Manage projects from kickoff through warranty, with assets tracked across every site you've delivered.
FACILITY TEAMS
Facility and operations teams. Keep every screen, controller, and AV system across your campus running, with one place to log issues and track resolutions.
TELCO/DOOH
Telco and DOOH operators. Monitor distributed networks of digital screens with asset-based ticketing built for high-volume, mission-critical operations.
Configurable for the way you actually work.
Every service operation is different. magicTicket is designed to be reshaped to fit yours, not the other way around. Configuration happens at five levels:
Layouts. Define what each ticket type looks like. Repair tickets need different fields from preventive maintenance, which need different fields from new installations. Build a layout once, use it forever.
Fields and options. Every dropdown, checkbox, and text field is customizable. The Option Matrix defines complex relationships between options, so when a technician selects one option, the relevant follow-up options surface automatically.
Assets. Import your existing asset list as a CSV through Magic Portal, or build it up over time. Each asset can be as simple as a screen ID or as detailed as a full equipment profile with photos, location, warranty status, and service history.
Workflows. Define how tickets move from "open" to "closed," including the steps, approvals, and automations in between. Different teams can run different workflows on the same platform.
Permissions. Decide who sees what, who edits what, and who approves what. Whether you have 5 users or 500, the permissions model scales with you.
Common questions
How long does it take to set up magicTicket?
Standard deployments typically take 2 to 4 weeks, including team training and data import. Advanced configurations with custom workflows can take 4 to 8 weeks.
Can we import data from our existing system?
Yes. Magic Portal supports CSV import for assets, tickets, users, and configuration. We can help with one-time migrations from common platforms.
Cloud or on-premise?
Both. Cloud is the fastest path to production. On-premise is available for clients with specific security or data sovereignty requirements.
What does it cost?
Pricing depends on the number of users, deployment model, and configuration complexity. Get in touch for a quote tailored to your operation.
Do you offer training and support?
Yes. Every deployment includes initial team training, ongoing support, and direct access to our service team for questions.
Ready to see magicTicket in action?
The fastest way to understand magicTicket is to watch it manage real tickets. Book a 30-minute demo with our team and we'll show you how it runs DEMUK's own service operation, then walk through how it could run yours.
Book a demo
