Service request software for service businesses
An AC that stopped cooling, a leaking tap, a cleaning crew that missed a room. Every complaint and call-out becomes a ticket with a promised time, and the ones that need a visit become a service job in one click.
Free for 3 agents, for as long as you like. Works on any device.
Where service requests slip through
Your team is out on jobs and the phone keeps ringing. These are the gaps that turn a fix into a complaint.
Calls go to whoever picks up
A request taken on someone's mobile is written on a scrap of paper, and three days later the customer calls again, angrier.
Calls through your own Twilio number ring the people you choose. A missed call can leave a voicemail, and every call becomes a ticket with the recording.
Nobody knows what was promised
One customer was told "today", another "this week", and the office cannot see which promises are about to be broken.
SLAs set the time to reply and resolve by priority, counted in your working hours. Each ticket shows the time left, and the owner is warned before it runs out.
Contract customers and one-off jobs look the same
A customer on a yearly maintenance plan waits as long as a stranger, and nobody remembers how many free visits they have left.
Support plans and contracts give each customer their own SLA and an allowance of tickets or hours, and the ticket shows how much is used.
The visit and the bill live somewhere else
The complaint is in the inbox, the job is on a whiteboard and the bill is in another program, so parts used are never charged.
With Ellibo Field Service on, a ticket becomes a service job. The ticket shows the customer's equipment and past jobs, and you can invoice parts and time from it.
From "it stopped working" to signed off
- The customer calls or messages
Phone, WhatsApp, email or the web form - each one opens a ticket with the customer and their address.
- The office checks the facts
See the equipment, contract and past jobs beside the ticket, and set the priority.
- A visit is booked
Make a service job from the ticket so the technician sees it in Field Service.
- Billed and closed
Invoice the parts and time, or nothing if it is under contract, then ask for a rating.
Helpdesk features that suit service work
Phone with voicemail
Take and make calls through your own Twilio number, with recordings logged on the ticket.
Contracts with allowances
Bronze, Silver and Gold plans, each with its own SLA and an allowance of tickets or hours.
Promises that count working hours
Business hours and holidays stop the clock at night and on Sundays.
Service jobs from tickets
Turn a complaint into a job for Field Service on Professional and Business.
Invoice from the ticket
Bill parts, services or the billable time on the ticket, with your usual VAT or sales tax.
Ratings after each fix
Customers rate the answer, and reports show who gets it right first time.
Set up between two call-outs
- Connect your service email and add a web form to your website.
- Connect your Twilio number so calls and voicemails become tickets.
- Set business hours, holidays and reply times for urgent and normal work.
- Create support plans for your maintenance contracts and add your contract customers.
- Write saved replies for "technician on the way" and "job done".
Add more Ellibo apps when you need them
One account, the same customers, items and team in every app.
Field ServiceTurn a ticket into a site visit with the customer's equipment. AccountingInvoices and payments from tickets land in your books. BookingsLet customers book a time slot for routine service.Helpdesk for service businesses: FAQ
Can a phone call become a ticket?
Yes, on Professional and Business. Calls run through your own Twilio account and number. A call rings the people you choose, a missed call can leave a voicemail, and the call is saved on a ticket with its recording when recording is on.
How do I handle customers on yearly maintenance contracts?
Make support plans with their own SLA and allowance, then give a customer a contract for a period. Their tickets follow that plan, and you can see how many tickets or hours are used.
Can I send a technician from the ticket?
Yes, if you also use Ellibo Field Service. A ticket can become a service job, and the customer panel shows their equipment, contracts and past jobs.
Can I bill the customer from the ticket?
Yes. People whose role includes money can make an invoice for parts, services or the billable time on the ticket, send a pay link and record the payment.
Do customers have to download anything?
No. They call, email, use WhatsApp or fill in the form on your website, and see replies the same way.
Is there a free plan?
Yes. Helpdesk is free for up to 3 agents. Phone calls and service jobs come with the paid plans, and you can try every feature for 14 days.
Helpdesk for other businesses
More Ellibo apps for home & field services
Every call-out logged, every promise kept
Free for 3 agents, for as long as you like. Add more apps whenever you are ready.