BizAI Logo

Support Desk: Field Operations Command Center

Support Desk is BizAI's help desk and field service management software for South African SMEs. Tickets from email, WhatsApp and your customer portal, technician scheduling, a mobile app that works offline, and invoices that sync to Sage, Xero or Zoho Books.

From R399/month. An add-on to any BizAI plan, excl. VAT. See both tiers

Start Free 14-Day TrialSee Support Desk in Action
  • No credit card
  • Month to month
  • Used by 83+ SA businesses
Example job with sample data

Running Field Operations Shouldn't Feel Like Juggling Fire

If you run a field service business, you know these four problems. Each one costs you jobs.

Job Scheduling Chaos

Two customers expecting the same technician at 10:00. One booking only ever lived in a WhatsApp chat.

Technicians Working Blind

On site, scrolling 200 messages for the address, the fault and the gate code.

Quote-to-Job Conversion Takes Forever

The request sits in someone’s inbox until tomorrow. The customer calls a competitor.

Invoices Sent Weeks Late (or Never)

The job was done on Monday. Nobody told the office, so nobody invoiced.

Complete Ticket Management: Help Desk Software Built for South Africa

Every ticket is linked to the customer in your Smart CRM, so your team sees the full history before they reply. Every request gets a number, an owner and a deadline.

Every channel in one queue

Email, WhatsApp, portal and phone requests become numbered tickets. AI suggests the category and priority, and routing rules assign them.

Product screens with sample data.

How ticket management works, step by step

Ticket Creation

  • Email to ticket: mail to your support address becomes a ticket, and replies thread onto it
  • WhatsApp messages become tickets through the WhatsApp Business API
  • Customers log requests in your online customer portal
  • Your team logs phone calls as tickets
  • Each ticket is linked to the customer record in your CRM

Automatic Categorization

With Support Desk Advanced, AI reads each new ticket and suggests a category, a priority (low, medium, high, urgent), the skills needed and the customer's sentiment. AI sorting uses AI credits.

Team Assignment

Routing rules match on category, priority or channel and assign by technician skills, with round-robin when several people fit. Add internal notes, @mention teammates and add watchers.

SLA Tracking

Set response and resolution targets per priority, with your business hours. Each ticket shows on track, warning, at risk, breached or met. An email warning goes out at 75% of the time, and breaches are emailed to the assignee and an escalation address.

Resolution & Closure

Customers are emailed when a ticket is created, replied to and resolved, and can rate the service from 1 to 5. Canned responses keep answers consistent, and a knowledge base answers common questions before they become tickets.

Multi-Channel Customer Support Software

Email, WhatsApp, web portal, phone and the mobile app all feed one queue, so your team works from one list instead of four inboxes.

Real-Time Reporting & Analytics

SLA compliance overall and by priority, average response and resolution time, breaches, created vs resolved, backlog age, and tickets by category, priority and channel. Per technician: tickets resolved, average resolution time and customer rating.

Why South African Businesses Choose Support Desk

  • Priced in rand, month to month
  • WhatsApp built in, the way SA customers already ask for help
  • Invoices sync to Sage, Xero and Zoho Books
  • Support from our team in Johannesburg

From Chaos to Control in One Platform

One job, from the first message to the paid invoice, without retyping anything.

  1. 01

    Customer Request Comes In

    By WhatsApp, email, your customer portal or a phone call your team logs.

  2. 02

    Smart Dispatch

    AI suggests the category, priority and skills. Routing rules assign the right person.

  3. 03

    Technician Gets Notified

    The job card goes out by WhatsApp or email. Contractors get a secure web link.

  4. 04

    Job Execution (Mobile App)

    Check in with GPS, take photos, log parts, capture a signature. Works offline.

  5. 05

    Automatic Invoicing

    Invoice from the ticket. AI drafts the lines, a Netcash link takes payment, Sage or Xero syncs.

  6. 06

    Analytics & Reporting

    SLA compliance, resolution times, technician performance and job profitability.

You did nothing twice. The customer, the job, the parts and the invoice are one record from start to finish.

Your Technicians' Command Center in Their Pocket

Your technicians spend most of the day away from the office. The BizAI mobile app gives them the job, the customer and the paperwork on their phone.

  • iPhone and Android app
  • GPS location at check-in and check-out
  • Before and after photos
  • Parts used, from your product list
  • Customer signature on the phone
  • Works offline, syncs later
  • Voice notes instead of typing
  • Customer rates the job, 1 to 5
Example job with sample data
Everything in the technician app

Job Cards

Each job reaches the technician with the customer, the address and the fault, by WhatsApp or email, and opens on the phone.

GPS Check-In

The app records the phone's location when the technician checks in and out, so you know who was on site and when.

Complete Customer History

Every job is linked to the customer in your CRM, so the office can see every past visit, photo and note.

Parts Tracking

Technicians log the parts used on each job, picked from your product catalogue.

Photo & Video Documentation

Before and after photos are saved on the ticket, as proof of work for the customer and your records.

Digital Signatures

The customer signs on the phone to confirm the work, and can rate the job and leave feedback.

Offline Mode

No signal in a basement or a rural area? Check-ins, photos, parts, notes and signatures are saved on the phone and sync later.

Contractors Without the App

Outside contractors get a secure web job card by WhatsApp or email, so they can update the job without installing anything.

Stop Wasting Fuel and Time

Send the right technician the first time, and stop the wasted trips that come from guesswork. Day and week scheduling is part of Support Desk Advanced.

Product screen with sample data.

  • Technician Skills

    Give each technician skills like HVAC or plumbing. Jobs go to someone who can fix them first time.

  • Clash Checks

    The schedule warns you before you double-book a technician.

  • Work Capacity

    When several people fit, routing shares jobs out in turn so nobody is overloaded.

  • Outside Contractors

    Schedule contractors next to your own team. They get the job card by WhatsApp or email.

Let Customers Book & Track Jobs Themselves

Your customer portal and knowledge base come with Support Desk. Customers log a job, track it and read your help articles without calling.

For Your Customers

  • Log a request with photos, any time
  • See a help article before they wait
  • Follow every request from open to resolved
  • Reply on the ticket instead of phoning

For You

  • Fewer “any news?” calls
  • Requests arrive complete, with photos
  • Help articles answer the easy questions
  • Every request is on the customer record

Want customers to pick their own appointment time? Add Booking for R100/month.

Example portal with sample data

Support Desk Integrates with All BizAI Modules

No exports, no copying between systems. Support Desk shares one customer database with the rest of BizAI.

  • Customer Data Integration

    Every ticket sits on the customer record in Smart CRM, with their history, invoices and contacts.

    Smart CRM

  • WhatsApp Support

    Customers message your WhatsApp Business number and AI turns the message into a ticket with a priority.

    WhatsApp automation

  • Automated Follow-Up Campaigns

    Customers you serve are already in your CRM, so Marketing Engine lists can reach them with service reminders.

    Marketing Engine

  • Financial System Integration

    Invoices sync to Sage Accounting, Sage 200 Evolution, Xero, Zoho Books or QuickBooks. A Netcash link lets customers pay online.

    Accounting sync

The True Cost of Not Using Field Service Management Software

It rarely shows up as one big loss. It is a missed callback here, a wasted trip there, and an invoice nobody sent.

Before Support Desk

With Support Desk

Jobs booked in WhatsApp chats and on a whiteboard

Every job on one schedule, with clash warnings

Technicians phone the office for the address and the fault

The job card has the customer, the fault and the history

Requests wait in someone’s inbox

Every request has an owner and a response deadline

Paper job cards, lost signatures

Photos, parts and signatures captured on the phone

Invoices typed up days later

Invoice from the ticket, synced to your accounting

No idea which jobs make money

Job profitability and technician reports

Built for South African Field Service Businesses

A typical ticket

Cold room not holding temperature

How Support Desk handles it

  • Urgent tickets get the tightest SLA
  • Jobs go to technicians with refrigeration skills
  • Photos of gas readings on the ticket
More industries we serve across South Africa

More Industries We Serve Across South Africa

  • Pest control
  • Pool services
  • Landscaping and garden services
  • IT and network support
  • Security and alarm systems
  • Appliance repair
  • Mobile mechanics

Built for South African Field Service Challenges

  • WhatsApp is where SA customers ask for help, so it is a ticket channel
  • The mobile app keeps working without signal and syncs later
  • Invoices sync to Sage, Xero and Zoho Books, with Netcash payment links
  • Priced in rand, month to month, with support from Johannesburg
  • POPIA-ready customer data in your BizAI CRM

Support Desk Pricing

Add Support Desk to any BizAI plan. Plans start at R999/month. See all plans.

Support Desk Basic

Tickets, field service and a customer portal.

R399/month excl. VAT

  • Tickets from email, WhatsApp, web and phone
  • Customer portal and knowledge base
  • Technician mobile app, offline mode, photos and signatures
  • Canned responses and internal notes
  • Standard reports
  • Every user in your organisation gets access

Support Desk Advanced

Everything in Basic, plus SLAs, AI and scheduling.

R799/month excl. VAT

  • SLA policies with warning and breach emails
  • AI ticket sorting and sentiment (uses AI credits)
  • Skills-based routing and technician profiles
  • Day and week technician scheduling
  • Advanced analytics and job profitability reports

Month to month, no annual contract. Prices exclude VAT.

Common Questions About Support Desk

Still have questions?

Call 010 001 7606 or email sales@bizai.co.za.

How much does Support Desk cost?

Support Desk is an add-on to any BizAI plan, in two tiers: Support Desk Basic R399/mo or Support Desk Advanced R799/mo (ex VAT). Support Desk Basic covers tickets, the knowledge base, multi-channel support, the customer portal, the technician mobile app and standard reports. Support Desk Advanced adds SLA management, AI ticket sorting, skills-based routing, technician scheduling and advanced analytics. Month to month, no annual contract.

Do I need a separate field service app or is this included?

It's included. Support Desk combines customer support ticket management and field service in one platform. Your office manages tickets and schedules jobs, and your technicians use the BizAI mobile app (iPhone and Android) to check in, take photos, log parts, record voice notes and collect the customer's signature. Outside contractors without the app get a secure web job card instead.

How does GPS routing work for field technicians?

Support Desk records each technician's GPS location when they check in to a job and when they check out, so you can see who was on site and for how long. It does not plan routes or give turn-by-turn directions; technicians use Google Maps or Waze for that. To cut wasted trips, Support Desk Advanced schedules jobs by technician skills and warns you before you double-book anyone.

Can customers track their service requests?

Yes, in your customer portal. Customers log a request with photos, see its status (open, assigned, resolved or closed), and reply on the ticket. They are emailed when the ticket is created, when you reply and when it is resolved. There is no live technician map.

How does the mobile app work offline?

The technician app keeps working without signal, which helps in basements, plant rooms and rural areas. Check-ins, photos, parts, voice notes and signatures are saved on the phone and sync automatically when the phone is back online.

Can we invoice customers directly from the field?

The technician logs the parts and time on the job from the field. Your office then creates the invoice from the ticket, and AI drafts the line items for you to check. Send it with a Netcash payment link so the customer can pay online. Invoices sync to Sage Accounting, Sage 200 Evolution, Xero, Zoho Books or QuickBooks.

How do SLA tracking and alerts work?

SLA tracking is part of Support Desk Advanced. Set response and resolution targets for each priority (urgent, high, medium, low), with your business hours. Every ticket shows whether it is on track, at risk, breached or met. An email warning goes out when 75% of the time has passed, and a breach is emailed to the assignee and an escalation address. Reports show SLA compliance by priority and over time.

Can we manage parts inventory and stock?

Technicians log the parts used on each job, picked from your product catalogue, so the office can see what was used when invoicing. Support Desk Advanced adds material usage and job profitability reports. Stock levels per van and barcode scanning are not part of Support Desk.

What types of field service businesses use this?

Support Desk suits South African field service businesses such as HVAC and refrigeration, plumbing, electrical, solar installation, maintenance and facilities, pest control, pool services, landscaping, IT and network support, security and alarm systems, appliance repair and mobile mechanics.

How do we schedule recurring maintenance jobs?

Support Desk does not create recurring jobs automatically. For maintenance contracts, set up a recurring invoice in BizAI and book each visit on the Support Desk schedule (Support Desk Advanced). Marketing Engine lists can remind those customers when a service is due.

Is there a limit on the number of field technicians?

No. Support Desk is a module for your whole organisation: once it is switched on, every user on your BizAI plan can use it, on either tier. Technicians log in as users on your plan, so the number you can have depends on your plan's user range, and extra users are billed per user as on the price list.

Stop Losing Jobs to Inefficiency

Add Support Desk Basic for R399/month to any BizAI plan. Start with a free 14-day trial of the Smart CRM it runs on.

Start free trialWhatsApp us