Support Desk: Field Operations Command Center
Support Desk is South Africa's complete field service management platform for SMEs. Dispatch technicians, GPS route optimization, offline mobile app, instant invoicing, and customer portal. From R399/month add-on (or FREE with Business plan). Trusted by 200+ SA service companies. Setup in 3-5 days. Integrates with Sage accounting.
From the moment a customer calls to the second they pay their invoice, every step is automated and tracked.
No credit card required • Setup in 3-5 days • Cancel anytime
Running Field Operations Shouldn't Feel Like Juggling Fire
If you run a field service business, you know these problems intimately:
Job Scheduling Chaos
Monday morning, 8 AM: Your phone explodes with calls. Three emergency callouts. Two scheduled jobs. One technician called in sick.
By 9 AM:
- •Two customers double-booked (both expecting service at 10 AM)
- •One appointment forgotten entirely
- •Technicians driving past each other to opposite jobs
Cost:
R500+/day in unnecessary driving, angry customers, lost jobs to competitors
Technicians Working Blind
Your technician arrives on-site. Customer asks: "You're here to fix the air conditioner, right?"
Technician thinks:
- •"Am I? Let me call the office... No answer..."
- •"Scrolling through 200 WhatsApp messages..."
- •"Where's the gate access code?"
Cost:
Multiple calls back to office, delays, customer frustration, longer job times = fewer jobs per day
Quote-to-Job Conversion Takes Forever
Customer calls: "How much to service three aircons?" You say: "Let me work that out and send you a quote."
What happens next:
- •You write quote in Word/Excel
- •You email it... tomorrow (you're busy)
- •Customer receives it 2 days later
- •Customer already called two competitors who quoted same day
Cost:
Your quote was the best price. But you lost the job because you were slow.
Invoices Sent Weeks Late (or Never)
Job completed: Monday, 10 AM. Invoice sent: Three weeks later (if you remember). Payment received: Six weeks later (if ever).
Why does this happen?
- •Technician forgets to log job completion
- •You don't know it's done
- •Invoice sits in your "to-do" pile
- •Customer isn't reminded to pay
Cost:
R45,000+ tied up in unpaid invoices, cash flow nightmare, awkward "chasing payment" calls
Sound familiar?
There's a better way to run your field operations.
Complete Ticket Management: Help Desk Software Built for South Africa
Support Desk is more than just customer support software—it's a complete help desk software solution with field service management built in. Whether you're handling support tickets in Johannesburg, dispatching technicians in Cape Town, or managing service requests in Durban, every ticket flows through an intelligent workflow designed for South African businesses.
Ticket Creation
Customers create support tickets via email, phone, WhatsApp, or self-service portal
- ✓Email-to-ticket conversion (support@yourcompany.co.za becomes a ticket)
- ✓WhatsApp Business API integration for chat-based support
- ✓Phone call logging from Voice Valet AI receptionist
- ✓Online customer portal for self-service submissions
- ✓Automatic customer data lookup from CRM
Automatic Categorization
AI-powered ticket routing based on issue type, priority, and customer history
- ✓Smart categorization (billing, technical, field service, sales inquiry)
- ✓Priority assignment (urgent, high, normal, low)
- ✓Automatic assignment to correct team or technician
- ✓SLA clock starts automatically based on ticket type
- ✓Customer history analysis for context
Team Assignment
Tickets routed to available team members based on skills, workload, and location
- ✓Skills-based routing (HVAC tickets → HVAC technicians)
- ✓Workload balancing across team members
- ✓Location-aware assignment for field service
- ✓Escalation rules for overdue tickets
- ✓Team collaboration and internal notes
SLA Tracking
Automated monitoring of response times and resolution deadlines with proactive alerts
- ✓Custom SLA rules per ticket type and customer tier
- ✓Real-time countdown timers on dashboard
- ✓Automatic escalation before SLA breach
- ✓SMS/email alerts to managers when tickets at risk
- ✓Performance metrics per technician and team
Resolution & Closure
Structured resolution workflow with customer confirmation and knowledge base updates
- ✓Resolution templates for common issues
- ✓Customer satisfaction survey after closure
- ✓Automatic knowledge base article creation
- ✓Follow-up scheduling for recurring issues
- ✓Analytics on resolution times and methods
Multi-Channel Customer Support Software
Your customers in Johannesburg, Pretoria, Cape Town, and Durban don't all communicate the same way. Support Desk consolidates all customer support channels into one unified help desk software platform.
Email Support
support@yourcompany.co.za → automatic ticket creation
Example: Customer emails "My aircon stopped working" → Ticket created → Assigned to HVAC tech in customer's area
WhatsApp Business
Chat with customers via WhatsApp Business API
Example: Customer WhatsApps "When is technician arriving?" → Auto-reply with real-time ETA and tracking link
Phone Calls
Integration with Voice Valet AI receptionist
Example: Customer calls → Voice Valet answers → Captures details → Creates ticket → Notifies team
Customer Portal
Self-service booking and ticket tracking
Example: Customer logs in → Submits ticket → Uploads photos → Tracks status in real-time
Real-Time Reporting & Analytics
Response Time Metrics
Average first response time, resolution time, and SLA compliance rates broken down by team member, ticket type, and time period.
SLA Performance
Track which tickets are approaching SLA deadlines, historical SLA compliance rates, and trends over time to identify bottlenecks.
Technician Productivity
Jobs completed per day, average job duration, customer satisfaction scores, and revenue generated per technician across Johannesburg, Cape Town, and Durban.
Why South African Businesses Choose Support Desk
From Chaos to Control in One Platform
Support Desk handles your entire field service workflow, integrating with Smart CRM and automatic invoicing to Sage accounting:
Customer Request Comes In
Via phone call, email/WhatsApp, customer portal, or walk-in
- Customer details pulled from Smart CRM✓
- Service type selected (HVAC service, plumbing repair, etc.)✓
- Priority set (Emergency / Same-day / Scheduled)✓
- Notes added✓
Smart Dispatch
AI suggests best technician based on location, skills, availability, and parts
- Dispatch board shows all jobs at a glance✓
- Color-coded by priority (red = urgent, yellow = today, green = this week)✓
- Drag-and-drop to assign✓
- AI-assisted assignment✓
Technician Gets Notified
Thabo's phone buzzes with job details, customer info, history, and GPS navigation
- Complete customer info and job details✓
- Customer history from previous visits✓
- Photos from last service✓
- GPS navigation to location✓
Job Execution (Mobile App)
Technician uses mobile app for pre-job checklist, logging work, and getting signature
- GPS check-in confirms location✓
- Take before/after photos✓
- Log parts used (auto-updates inventory)✓
- Get customer digital signature✓
Automatic Invoicing
Job marked complete → Invoice auto-generated → Emailed to customer
- PDF created with company branding✓
- Emailed and SMS sent instantly✓
- Syncs to Sage accounting✓
- Payment reminders automated✓
Analytics & Reporting
End of day: See jobs completed, revenue, technician utilization, and customer satisfaction
- Real-time revenue tracking✓
- Technician performance metrics✓
- Customer satisfaction scores✓
- Monthly trends and insights✓
You did nothing. It's all automated.
From customer call to invoice payment, Support Desk handles the entire workflow automatically—saving you time, money, and headaches. Integrate with our AI receptionist service to never miss an emergency call. See pricing plans.
Your Technicians' Command Center in Their Pocket
Your technicians spend 90% of their day away from the office. Support Desk gives them everything they need on their phone/tablet.
Job Queue & Daily Schedule
See today's jobs at a glance with times, locations, and customer names. Tap any job to view full details.
GPS Navigation & Route Optimization
One-tap navigation to next job. AI suggests optimal route saving 45+ minutes driving time per day.
Complete Customer History
View previous jobs, customer notes, equipment details, and photos from past visits before knocking on the door.
Parts Inventory Tracking
Check van inventory, auto-deduct parts used on jobs, get low stock alerts. Always know what you have.
Photo & Video Documentation
Take before/after photos, record videos of issues. Photos attach to job card automatically.
Digital Signatures
Customer signs on phone/tablet. Signature saved to job card: "I confirm work is complete and satisfactory."
Instant Invoicing
Generate invoice on-site when job completes. Email/SMS to customer immediately. Accept payment via card reader.
Offline Mode
Works without internet. View job details, log work, take photos offline. Auto-sync when back online.
Timesheet & Expense Tracking
Clock in/out per job, track GPS-based mileage, submit expenses with photo receipts.
Communication
In-app chat with dispatch, one-tap call/WhatsApp customer, voice notes instead of typing while driving.
Productivity increase: 35-50%
Industry average after implementing Support Desk. Technicians spend more time working, less time hunting for information.
Stop Wasting Fuel and Time
Poor scheduling costs SA field service businesses R15,000-R35,000/month in wasted fuel, lost productive time, and overtime.
Before Support Desk
9 AM: Sandton
11 AM: Pretoria (drives 45km north)
2 PM: Rosebank (drives 50km back south)
4 PM: Centurion (drives 30km north again)
Total driving: 125km, 2.5 hours in traffic
After Support Desk (AI-optimized)
9 AM: Sandton
11 AM: Rosebank (10km, same area)
2 PM: Centurion (20km north)
4 PM: Pretoria (15km, on the way)
Total driving: 45km, 1 hour
Savings: 80km fuel (R160), 1.5 hours time (= 1 extra job)
Over a month: R4,800 in fuel, 30 extra jobs completed
Technician Location
Real-time GPS tracking shows where each tech is. Assign jobs to whoever's closest.
Technician Skills
System only suggests qualified techs. HVAC jobs → only HVAC-certified techs.
Work Capacity
Tech already has 7 jobs today? Don't overload. Spread jobs evenly across team.
Parts Availability
Check which van has the required part and assign accordingly.
Let Customers Book & Track Jobs Themselves
The old way: Customer calls → You're on another call → They get voicemail → They call competitor
The Support Desk way: Customer visits your website → Books service online → Gets instant confirmation
Online Booking
Customer selects service type, picks date/time from available slots, enters details. Job created in Support Desk automatically.
Real-Time Technician Tracking
Map shows technician's location, ETA updates in real-time. "Thabo is 8 minutes away" — just like Uber for field services.
Service History
View all past jobs, download invoices, check active warranties, see recommended next service date.
Request Quote
Describe work needed, upload photos, get quote within 24 hours with auto-notification to you.
Make Payment
View outstanding invoices, pay online (card, EFT). Payment instantly reflected in your Sage accounting.
Schedule Recurring Services
Set up annual maintenance contracts. System auto-creates jobs with reminders 2 weeks before.
For Your Customers
- ✓Convenience (book 24/7)
- ✓Transparency (track technician)
- ✓Control (manage services)
For You
- ✓Less admin calls
- ✓Faster bookings
- ✓Professional image
40%
of jobs booked via portal (industry average)
That's 40% fewer calls your staff needs to handle.
Support Desk Integrates with All BizAI Modules
Support Desk doesn't work in isolation. As part of the BizAI platform, it seamlessly connects with Smart CRM, Voice Valet, and Marketing Engine to create a complete business automation system for South African SMEs.
Customer Data Integration
Support Desk pulls customer history, contact details, and preferences from Smart CRM automatically.
Key Benefits:
- ✓Technicians see full customer history before arriving on-site
- ✓Previous job notes and photos visible in mobile app
- ✓Automatic contact creation when new customers call
- ✓Customer preferences and special instructions logged
Real Example:
When Mrs. Ndlovu from Sandton calls about her aircon, technician sees: "Prefers morning appointments, gate code 1234, 3 units serviced last year"
AI Phone Answering
Voice Valet AI receptionist answers calls 24/7, creates tickets, and dispatches urgent jobs automatically.
Key Benefits:
- ✓Never miss a customer call (even after hours)
- ✓AI captures job details and creates ticket instantly
- ✓Emergency calls auto-flagged as high priority
- ✓Call recordings attached to ticket for context
Real Example:
Customer calls at 9 PM: "My geyser is leaking!" → Voice Valet creates urgent ticket → SMS sent to on-call plumber → Job in mobile app within 2 minutes
Automated Follow-Up Campaigns
Marketing Engine sends post-service surveys, maintenance reminders, and upsell campaigns based on Support Desk job history.
Key Benefits:
- ✓Automatic customer satisfaction surveys after job completion
- ✓Maintenance reminder emails/SMS (e.g., "Annual HVAC service due")
- ✓Upsell campaigns based on service history
- ✓Review request automation for 5-star jobs
Real Example:
After aircon installation in Cape Town → Wait 7 days → Email: "How's your new aircon? Book annual maintenance and save 15%"
Financial System Integration
Invoices created in Support Desk sync automatically to Sage for seamless accounting and financial reporting.
Key Benefits:
- ✓Zero double-entry (invoice once, syncs to Sage)
- ✓Customer payments tracked in both systems
- ✓Parts inventory synced with Sage stock levels
- ✓Financial reports include field service revenue
Real Example:
Technician invoices R2,500 on-site → Invoice appears in Sage within 5 minutes → Payment reminder sent → Customer pays → Sage updated automatically
Complete Workflow: How BizAI Modules Work Together
Scenario: HVAC Company in Johannesburg
Customer calls
Voice Valet answers: "ABC Cooling, how can I help?" Customer explains aircon issue.
→ Call details transcribed → Ticket created in Support Desk
Ticket created
Ticket auto-categorized as "Emergency HVAC repair" → Priority: Urgent
→ Smart CRM pulls customer details → Dispatch board shows ticket
Technician assigned
AI suggests Thabo (HVAC certified, currently in Rosebank, 15min from customer)
→ Job pushed to Thabo's mobile app → GPS navigation started
Customer notified
SMS sent: "Thabo is on his way! Track him here: [link]"
→ Customer sees live map with ETA
Job completed
Thabo diagnoses issue, replaces part, gets customer signature
→ Invoice created on-site → Emailed to customer
Invoice synced
R2,800 invoice appears in Sage accounting
→ Customer record updated → Part inventory deducted
Survey sent
Email: "How did Thabo do? Rate your experience"
→ Customer gives 5 stars → Marketing Engine sends review request
Maintenance reminder
SMS: "Your aircon is due for annual service. Book now and save 10%"
→ Customer books via online portal → New job in Support Desk
Average ROI When Using Full BizAI Platform
Monthly savings (labor, fuel, admin)
More jobs completed per month
Average payback period
Data based on 200+ South African SMEs using BizAI across Johannesburg, Cape Town, Durban, and Pretoria
The True Cost of Not Using Field Service Management Software
Most South African field service businesses don't realize they're losing R30,000-R50,000 per month to inefficiency. Here's the breakdown for a typical 3-5 technician business in Johannesburg, Cape Town, or Durban:
Before Support Desk
Traditional field service operations
With Support Desk
Automated field service management
(Business plan with unlimited technicians)
(eliminated most manual costs)
How Support Desk Delivers ROI
More Jobs Per Month
Better scheduling = technicians complete 2-3 extra jobs per day
Calculation: Average SA field service business: 20 jobs/week → 28 jobs/week = R25,000 extra monthly revenue
Monthly Fuel Savings
GPS route optimization reduces driving by 80km/day per technician
Calculation: 3 technicians × 80km × 22 days × R2/km = R5,280/month saved
Fewer Admin Hours
Automated scheduling, invoicing, and customer updates
Calculation: Admin staff: 30 hours/week → 3 hours/week = R9,000/month saved (or redeploy to sales)
Faster Payment Collection
Instant on-site invoicing + automated reminders
Calculation: Average invoice: R2,500. Paid 2 days faster = improved cash flow worth R15k/month
Real Results from South African Field Service Companies
These are actual results from BizAI Support Desk customers operating in Johannesburg, Cape Town, Pretoria, and Durban:
HVAC Installation (Johannesburg)
5 technicians
3 months
Key Win: GPS routing reduced drive time, completed 18 more jobs/month
Plumbing Services (Cape Town)
3 technicians
2 months
Key Win: Online booking portal captured 35% more emergency callouts
Electrical Contractors (Pretoria)
8 technicians
4 months
Key Win: Automated invoicing eliminated R45k in aged debt
Solar Installation (Durban)
4 technicians
3 months
Key Win: Multi-stage job tracking improved project completion rate by 60%
Your business could be next.
Start your 30-day free trial today. No credit card required. See results in week one.
Built for South African Field Service Businesses
HVAC & Refrigeration
Challenges: Seasonal demand spikes, specialized parts, certification requirements
Support Desk Solution:
- •Skills-based job assignment (only HVAC-certified techs)
- •Parts tracking (refrigerant gas inventory)
- •Maintenance contracts (annual service reminders)
ABC Cooling completed 75% more jobs per day
Plumbing
Challenges: Emergency callouts, unpredictable job duration, varied pricing
Support Desk Solution:
- •Emergency priority routing (get to burst pipes ASAP)
- •Dynamic scheduling (adjust day when job runs long)
- •Quote builder (standard pricing for common jobs)
Quick Plumbing reduced response time from 4 hours to 45 minutes
Electrical
Challenges: License verification, safety compliance, high-value equipment
Support Desk Solution:
- •Certificate of Compliance generation
- •Safety checklist enforcement
- •Equipment tracking (high-value tools assigned to techs)
SafeSpark eliminated lost tools (R45k/year savings)
Solar Installation
Challenges: Multi-day jobs, multiple site visits (quote, install, commission)
Support Desk Solution:
- •Multi-stage job tracking (quote → install → inspection → handover)
- •Photo documentation (required for rebates, compliance)
- •Progress billing (invoice per milestone)
SunPower SA improved cash flow by invoicing per stage
Maintenance & Facilities
Challenges: Multiple clients, recurring jobs, SLA compliance
Support Desk Solution:
- •Contract management (track SLAs per client)
- •Recurring job automation (weekly, monthly maintenance)
- •Response time tracking (meet SLA requirements)
FacilityPro never missed an SLA deadline (was missing 15%/month before)
Support Desk Pricing
Professional
For small field service teams (2-5 technicians)
- ✓Up to 5 mobile users (technicians)
- ✓Unlimited jobs
- ✓Dispatch board
- ✓Mobile app (iOS/Android)
- ✓GPS tracking
- ✓Basic reporting
- ✓Email support
Business
For growing teams (6-15 technicians)
- ✓Up to 15 mobile users
- ✓Route optimization (AI-powered)
- ✓Customer portal
- ✓Advanced reporting & analytics
- ✓API access
- ✓Priority support (2-hour response)
Enterprise
For large operations (16-50 technicians)
- ✓Up to 50 mobile users
- ✓Multi-location support
- ✓Custom workflows
- ✓Dedicated account manager
- ✓SLA guarantee (99.9% uptime)
- ✓White-label customer portal
Add-Ons:
R199/user/month
R1,500 one-time (hardware)
R2,500 (one-time)
More Industries We Serve Across South Africa
Support Desk is the go-to field service management software for South African businesses across Johannesburg, Cape Town, Durban, Pretoria, and beyond. Whether you're in HVAC, IT support, or appliance repair, our help desk software adapts to your industry.
IT Support & Network Services
On-site IT support for offices, network installations, server maintenance
Appliance Repair
Washing machines, fridges, ovens, dishwashers - all appliance repairs
Security Systems
Alarm installations, CCTV setup, access control, armed response integration
Pool Services
Pool cleaning, chemical balancing, pump repairs, pool equipment sales
Pest Control
Residential and commercial pest treatments, fumigation, inspections
Landscaping & Garden Services
Garden maintenance, tree felling, irrigation, landscaping projects
Built for South African Field Service Challenges
Load-Shedding Resilient
Offline mobile app works without power or internet
Johannesburg Traffic
GPS routing considers real-time Gauteng traffic patterns
Cape Town Routes
Optimized for Table Mountain and coastal area geography
Durban Humidity
Built for outdoor work in humid coastal conditions
Common Questions About Support Desk
Everything you need to know about field service management
Still have questions?
WhatsApp us at +27 65 669 9650 or book a personalized demo
Email: sales@bizai.co.za
Stop Losing R15,000/Month to Inefficiency
Add Support Desk for R399/monthIncluded FREE in Business plan (R2,999/mo). Works with Smart CRM.
30-day free trial • No credit card required • Setup in 3-5 days • Cancel anytime
200+
SA Businesses
75%
More Jobs/Day
4.9★
Customer Rating