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We build service operations on Zoho Desk and Zoho FSM: one flow from the customer's request to the signed job report and the invoice, with SLAs your managers can see.
Why service companies lose customers and margin
Requests lost across channels
Calls, WhatsApp and emails arrive everywhere, with no single queue.
Manual scheduling
Dispatchers juggle technicians by phone with no view of skills or location.
No proof of work
Paper job cards get lost; disputes delay payment.
SLAs nobody measures
Contract commitments exist, but response and resolution times are unknown.
Ticket → work order → dispatch → sign-off → invoice
Illustrative workflow, configured to each client's process. Not every step runs in one native application.
What happens at each stage
| Stage | How it works |
|---|---|
| 1. Capture | Requests from email, web form, phone and WhatsApp land as tickets in Zoho Desk, linked to the customer and contract. |
| 2. Triage & SLA | Priority and SLA timers start automatically by contract type; escalations fire before breaches. |
| 3. Work order | Tickets needing a visit become Zoho FSM work orders with assets, location and required skills. |
| 4. Schedule & dispatch | Dispatchers assign the right technician on a visual calendar; technicians receive jobs on mobile. |
| 6. Sign-off & invoice | The customer signs the service report; the job flows to Zoho Books for invoicing. |
| 7. Close & report | The ticket closes automatically; SLA, first-time-fix and revenue are reported per contract. |
Beyond one-off jobs
Preventive maintenance plans
Recurring visits generated from contracts and asset schedules.
Contract renewals
Renewal pipelines and reminders before contracts expire.
Customer portal
Customers raise requests and track tickets through the Zoho Desk help center.
Two proven paths
Zoho Desk + Zoho FSM
Authorized PartnerOur recommended stack for maintenance and service companies that live on SLAs and field teams.
- Omnichannel tickets and SLAs in Zoho Desk
- Work orders, dispatch and mobile app in Zoho FSM
- Contracts and renewals in Zoho CRM or Bigin
- Invoicing in Zoho Books
Odoo Field Service & Helpdesk
Silver PartnerA strong fit when service must share stock, purchasing and accounting in one ERP.
- Helpdesk tickets with SLA policies
- Field service tasks and worksheets
- Spare parts from inventory
- Invoicing in Odoo Accounting
Faster response with fewer calls
WhatsApp to ticket
Customer messages on WhatsApp create tickets automatically, and the bot stops the moment an agent replies.
Status notifications
Technician on the way, job completed and invoice issued, sent automatically.
AI ticket classification
Incoming requests categorized and prioritized, with agent review.
Service performance at a glance
First response and resolution time
SLA compliance per contract
First-time fix rate and technician utilization
Revenue and margin per contract
Trusted by service companies
Go further
Questions service managers ask
Do we need both Zoho Desk and Zoho FSM?
If customers contact you through several channels and you work under SLAs, yes: Desk manages the request, FSM manages the visit. Smaller teams can start with FSM alone.
Can customers sign on the technician's phone?
Yes. Service reports are signed on the mobile app and attached to the job and invoice.
Can WhatsApp requests become tickets?
Yes. We connect WhatsApp Business so messages create or update tickets, with a human taking over when needed.
How do you handle preventive maintenance contracts?
Contracts generate scheduled visits automatically, and renewals are tracked in the CRM.
Let's talk about how your business really runs.
A free consultation with a senior consultant. No sales pitch, just a clear view of where to start.