SLA
response and resolution targets in working hours
Portal
customers raise tickets and approve milestones
AMC
hours, billing, renewals and margin
Excel · PDF
every report exports
Features
Everything in ZEO Cloud Projects & Support
Support tickets
Tickets arrive by portal, email or phone, go to the right engineer and are tracked against your SLA.
- Channels: customer portal, employee helpdesk, e-mail, phone and staff entry
- Stages from New to Closed, including waiting for customer and under development
- Automatic AMC coverage check: covered, excluded or chargeable
- Team by category or product, assigned to the least busy member
- SLA clock pauses while waiting for the customer
- Breaches escalate to team lead and support managers
- Internal notes never shown in the portal
- Work logs (remote or onsite) with travel charges and approval
- Customer satisfaction rating
Development requests
When a ticket needs development work, quote it, get it approved and turn it into a task.
- Raised by the support engineer from a ticket
- Technical review, then commercial approval with quoted amount
- Customer approval in the portal
- Task created automatically in the customer project
- Testing, deployment and customer confirmation close the ticket
AMC contracts
Track AMC hours used and left, billing, renewals and whether each contract makes money.
- Products covered, type, value and billing frequency
- Instalments built automatically
- Included hours (or unlimited) and onsite hours
- SLA policy, support timing and exclusions
- Hours used, hours left, revenue, cost and margin
- Renewal reminders 90, 60, 30 and 0 days before expiry
- Each renewal linked to the previous contract
Projects
Plan each implementation, track it, and get the customer’s sign-off on every milestone.
- Plan templates with phases, tasks, hours, roles and milestones
- Default IT implementation template from system study to go-live
- Tasks and sub-tasks with expected and actual dates
- Dependencies, blockers, acceptance criteria and reviewer
- Milestones with customer acceptance (UAT sign-off) in the portal
- Change requests with internal and customer approval
- Risks, issues and third-party costs
- Project health: on track, at risk or delayed
Timesheets and costing
Timesheets show where the hours went and what each project actually cost.
- My timesheet and timesheet approvals
- Billable and non-billable hours
- Employee cost from approved timesheets
- Project costing and profitability
- Plan exported to Excel and PDF with a timeline
Field service
For engineers who work at customer sites and carry stock in their van.
- Customer sites and installed equipment
- Support planner for engineer visits
- Van stock for field engineers
- Service KPIs
Customer portal
Customers raise tickets, check their contract hours and approve milestones without calling you.
- Login by e-mail with invite from the customer page
- Raise tickets with files, reply, confirm or reopen
- Contracts with hours used and left
- Projects with progress and milestones
- Approve milestones, change requests and quotations
Automation
Reminders and escalations go out on their own, so nothing waits in a queue unnoticed.
- Checks every 15 minutes for SLA breaches
- Critical tickets not assigned in 15 minutes go to managers
- Customers reminded when a ticket waits for them
- Resolved tickets close after a set number of days
- E-mail to ticket from your support mailbox
- Weekly summary e-mail every Monday
Connected
Works with the other ZEO apps
When two ZEO apps are active in your company, they connect on their own. A manager can switch any of these links off.
- HR & Payroll – employee cost rates and the holiday calendar
- CRM – customers and business partners shared
- Asset Management – equipment and spare parts
Reports
Reports included
Filter, group, drill down and export to Excel, CSV or PDF.
- Open tickets by engineer, team and customer
- Received vs resolved per week
- Response and resolution times
- SLA breached tickets
- Reopened tickets and satisfaction
- AMC hours, billing and profit
- Contracts expiring
- Renewals won, lost and pending
- Project status, budget and margin
- Overdue milestones
- Employee utilisation
- Project profitability
- Billable vs non-billable
Want to see it with your own data?
Send us a few details and we’ll set up a demo of ZEO Cloud, Odoo, Zoho or Business Central with your company’s name and data. It’s free.