What does “open a ticket” mean in the Tesla app?

When a Tesla customer encounters a problem with their car, they can open a ticket on the app to find an answer.

In a world where customer experience has become an equally important criterion as the car itself, Tesla has established a fully digitized approach to after-sales service. Opening a ticket through an app, having a technician come to the home… Are these services exclusive to Elon Musk’s brand, or have other manufacturers followed suit?

The Tesla App: After-Sales Service at Your Fingertips

With the Tesla app, gone are the days of calling a dealership or waiting long for an appointment. With just a few clicks, a owner can open a ticket, meaning they can report a problem or request maintenance. Depending on the nature of the issue, Tesla may either offer a remote update or schedule an intervention.

Even better, the California-based company has popularized the Tesla Mobile Service, a network of mobile technicians capable of performing simple repairs directly at the customer’s location. This service is particularly valued for common interventions like replacing the 12V battery, changing cabin filters, or certain electronic repairs.

If the car is under warranty, the intervention is free. However, if out of warranty, a quote is provided before validation.

Other Manufacturers Have Adopted This Approach

Contrary to popular belief, Tesla is not alone in this segment. Several other brands have developed similar services:

• BMW and MINI offer, through the My BMW app, a system for scheduling appointments and tracking interventions, with a BMW Mobile Service available in certain major cities.
• Mercedes-Benz, via Mercedes me, provides an interface for reporting issues and, in some cases, a mobile maintenance service.
• Audi and Volkswagen, through myAudi and myVolkswagen, allow users to report a breakdown and book a slot at a dealership.
• Rivian and Lucid Motors, two young electric manufacturers, have modeled their after-sales service on Tesla’s, with efficient mobile assistance to avoid customer travel.

Tesla, One Step Ahead?

While several brands now offer systems for ticket opening via an app and home interventions, Tesla maintains a lead in process automation and efficiency. Its service is more integrated, with the app providing not only appointment scheduling but also precise intervention tracking and sometimes even remote resolution without the need for travel.

Other manufacturers are making progress, but their approach still tends to be more traditional, often tied to dealerships and with a more limited geographical coverage for mobile interventions.

In summary, Tesla is no longer alone, but it remains the benchmark in terms of digitized after-sales service. It remains to be seen if its competitors can close the gap to offer an equally smooth and efficient experience.

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