IT service management software for retainers, tickets and on-site work
An IT services firm runs three businesses at once: support requests that arrive all day, on-site visits that have to be scheduled around them, and annual retainers that quietly decide whether the year was profitable. ZoltOps keeps all three on one record instead of across a mailbox, a chat thread and somebody’s memory.
Start free — 14 days See pricingNo credit card required. Prices include GST.
A request with no owner is a request nobody is doing
Support arrives wherever the customer feels like sending it — email, WhatsApp, a phone call to whoever they met last time. Each of those is a perfectly good way to ask for help and a terrible way to track it. Nothing in a chat thread says who owns it, when it is due, or whether it was ever finished.
The failures are quiet. Nobody escalates a request they assume a colleague picked up, and the customer only tells you about it at renewal time, as the reason they are talking to someone else.
Capturing the request as an enquiry gives it an owner and a next step; converting it into a job gives it a date, an engineer and a status the office can see without asking.
Retainers are the revenue that renews itself, if you let it
An AMC retainer is the difference between a business that starts each April at zero and one that starts with a base. It is also the easiest revenue to lose, because losing it requires no decision from anyone — the end date simply passes.
Every contract in ZoltOps carries its expiry date, the list counts down as it approaches, and a renewal reminder is sent 30 days before it ends, once per contract, to your team and to the customer. That is enough time to review the year, quote the renewal and have a purchase order raised before cover stops.
Remote and on-site work belong on the same schedule
Some work is done from the desk and some needs an engineer on site, but both compete for the same people on the same day. Treating only the on-site half as "real" scheduling is how an engineer ends up double-booked between a server migration and three desk visits.
Jobs carry the customer, the site, the engineer assigned, the scheduled date and the status, so the day can be planned as it actually is. The history stays against the customer, which is what makes the next visit faster than the last.
Hardware quotes, stock and invoices in the same place
IT work rarely stops at labour. A support call becomes a quotation for a replacement drive, which becomes a sales order, which becomes an installation. Handled in separate tools, the margin on that chain is only visible after somebody reconciles it.
Quotations convert to sales orders, sales orders can create the AMC that follows the hardware, and spare parts come out of stock against the job they were used on. Invoices are raised with GST against the customer’s place of supply, so intra-state and inter-state customers are taxed correctly without anyone deciding which applies.
What an IT services business typically runs here
- Support request captured as an enquiry with an owner and a next step
- Ticket converted to a remote or on-site job with an engineer and a date
- Hardware quotation converted to a sales order and an installation
- AMC retainer created from the sales order, with scheduled check-ups
- Renewal reminder 30 days before the retainer ends
- Asset and service history kept per customer site
Questions people ask
Can it manage IT AMC retainers and their renewals?
Yes. Each retainer is held as a contract with a start and expiry date and a visit frequency, the list shows a countdown as expiry approaches, and a renewal reminder is sent 30 days before it ends to both your team and the customer.
Is this a helpdesk or ticketing system?
It is closer to a service business system than a helpdesk. Requests are captured as enquiries and converted into jobs with an engineer, a date and a status, and the same system carries the quotation, the contract and the invoice — but it does not offer a customer-facing ticket portal or SLA timers.
Can engineers update jobs from the field?
Yes. There is an Android app alongside the web application, so an engineer can see the jobs assigned to them and update status from site rather than reporting back to the office.
Does it keep asset history for each customer?
Job history stays against the customer and the site, so the work done previously — and which engineer did it — is visible when the next request comes in.
Does it raise GST invoices for retainers and hardware?
Yes. Invoices are raised with GST against the customer’s place of supply, so intra-state and inter-state work are taxed correctly.
Try it on your own jobs
Fourteen days, no card, no sales call. Put a week of real enquiries, jobs and contracts through it and see what the next quarter looks like.
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