Zoho Desk solar support & AMC engine.
Multi-channel ticketing (email, WhatsApp, phone, web), SLA management, auto-routing by skill, AMC engine that schedules preventive visits automatically. CSAT capture on close.
Zoho Desk · live
From customer ping to 5★ CSAT, on Zoho Desk.
7 steps the average solar support ticket moves through multi-channel ticketing, Zia AI auto-categorisation, FSM dispatch for field visits, and AMC renewal automation.
WhatsApp + email + phone + web → 1 inbox.
Customer reaches out on any channel all land as tickets in Zoho Desk with full customer history (deal, install, prior tickets) attached. Zia AI auto-suggests intent and reply.
Categorised + routed in 5 seconds.
Zia AI reads ticket text, categorises ("hardware fault" / "low generation" / "net-meter" / "billing"), routes to the right team by skill + territory. SLA clock starts. Round-robin within team.
Macros + Zia reply suggestions.
Agent works the ticket with full context knowledge base, macros, Zia-suggested replies. Internal collaboration with field team via Zoho Cliq. Customer gets WhatsApp + email status updates.
FSM work order auto-created.
If on-site visit needed, Desk auto-creates a Zoho FSM work order. Crew dispatched with route map + ticket context + customer install history (which panel, inverter, install date, warranty status).
Inverter diagnostic · Anjali S.
WhatsApp survey on close.
Agent closes ticket. Customer receives CSAT survey via WhatsApp. 4-5 stars → Google review prompt fires. 1-3 stars → auto-escalation to CS lead + customer recovery flow.
Preventive visits auto-scheduled.
AMC contracts auto-schedule preventive visits (quarterly + monsoon-specific). Renewal reminders fire on WhatsApp at 60/30/7 days. Razorpay link for self-serve renewal. Warranty clock per panel/inverter serial.
Every AMC contract live with warranty + visit history.
AMC contract module shows every customer's contract status, warranty remaining per panel/inverter serial, preventive visit history, reactive ticket count, and CSAT score. CFO sees AMC MRR + churn risk. Service Head sees visits-due.
Zoho Desk India · per agent.
Per-agent pricing in INR, billed annually (excl. 18% GST). Free for 3 agents. Light users at ₹345/mo for view-only access.
- Email tickets
- Help center
- Basic automation
- Mobile apps
- Everything in Express
- Multi-channel (WhatsApp, social, chat)
- SLA management
- Macros + work modes
- Custom dashboards
- Everything in Standard
- Round-robin assignment
- Telephony integration
- Time tracking + billing
- Custom statuses + functions
- Multi-department
- Everything in Professional
- Zia AI (sentiment, intent, reply)
- Custom modules + functions
- 50 free light agents
- Multi-brand portals
All prices excl. 18% GST. Annual saves up to 34%. Light agents at ₹345/agent/mo. 15-day free trial.
Solar-tuned support & AMC in 7–21 days.
Pre-built ticket categories (hardware fault, low generation, net-meter issue, billing dispute), AMC engine, WhatsApp deflection, SLA policies.
Desk QuickStart
Basic ticketing for support team.
- Zoho Desk Standard/Professional
- Solar ticket categories
- Email + WhatsApp channels
- Basic SLA policies
- 1 training · 7-day hypercare
- General User Manual Documentation
Desk Pro + AMC
Support + AMC engine wired to FSM.
- Zoho Desk Professional
- AMC engine (auto preventive scheduling)
- FSM dispatch on tickets
- WhatsApp deflection + bot
- Multi-department (sales, ops, finance)
- CSAT + Google review push
- 14-day hypercare
- Product Specificed Usermanual Documentation
Desk Enterprise
Multi-brand · multi-region support.
- Zoho Desk Enterprise
- Multi-brand portals
- Custom modules + functions
- Zia AI configuration
- Custom telephony integration
- 21-day hypercare + 1-mo AMC
- Department Based Training
- Department + Product Specificed Usermanual Documentation
Built for solar customer support.
Multi-channel ticketing wired to FSM dispatch, AMC engine, and CRM customer history. Built so a 5-agent team handles 1,000 monthly tickets.
Multi-channel inbox
WhatsApp Business API, email, phone (Knowlarity / Twilio), web form, SalesIQ chat all land in one Desk inbox with customer history attached.
Zia AI auto-route
Zia reads the ticket, categorises (hardware fault / low generation / net-meter / billing), routes to the right team by skill + territory in 5 seconds.
SLA management
Response + resolution SLAs by priority + customer tier. Auto-escalation on breach. CSAT survey on close. SLA dashboard for service head.
FSM dispatch
If on-site visit needed, Desk auto-creates Zoho FSM work order with full customer install history + serial numbers + warranty status.
AMC engine
Preventive AMC visits auto-scheduled (quarterly + monsoon). Renewal reminders fire at 60 / 30 / 7 days. Razorpay link for self-serve renewal.
CSAT + reviews
WhatsApp CSAT survey post-close. 4-5 stars → Google review prompt fires. 1-3 stars → auto-escalation to CS lead + recovery flow.
Why solar businesses pick Elite Tech Corporation for Desk.
Solar-tuned ticket taxonomy
Hardware fault, low generation, net-meter delay, DISCOM issue, roof leak, billing dispute, subsidy query pre-configured categories with routing rules.
AMC engine bundled
Most generic Desk implementations don't include preventive scheduling. Ours auto-schedules quarterly + monsoon AMC visits with renewal automation.
WhatsApp Business API
Configured + verified BSP integration. Templates approved by Meta for India. Bot qualifier reduces agent workload by ~30%.
CRM + FSM + Books wired
Ticket creation pulls customer's install date + warranty + last visit. Field visit creates FSM WO. Resolution updates CRM + closes loop.
Zoho Desk · India questions.
30-min Desk scoping.
We'll map your service workflow, set up ticket categories, AMC engine, and SLA policies fixed quote in INR.