Service management

Sell services, log hours and bill every billable minute

Tickets, SLAs and service contracts in one app — response time and service revenue both measurable.

Contracts, tickets, hours and invoices connected end to end
One billing queue collects every source, no duplicates or gaps
Transparent hour packages, overtime and customer statements

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22
capabilities: 14
advanced & AI features: 1
AI assistants on this data: Yes
on mobile

Sound familiar?

The problems this app removes

Hours worked for customers never make it onto invoices
Included contract hours get deducted wrongly or twice
Customers dispute invoices because there is no statement
Email tickets slip through and miss SLAs

Capabilities

22 capabilities in Service management

Catalogued against screens that exist in the product, grouped by the work they do — not a flat marketing list.

Service contracts

Service contracts
Create fixed-fee, retainer or time-and-materials service contracts.
Annexes with locked termsAdvanced
Draft and apply annexes; financial terms lock once applied.
Overtime selling ratesAdvanced
Set overtime rates per contract and override them per Service Order.
Included hour packagesAdvanced
Hour packages apply only when the contract charges for them, avoiding zero-value invoices.
Contract e-signature
Send contracts and annexes to customers for e-signature.

Tickets & projects

Service ticketsMobile
Create, assign, escalate and resolve tickets under SLA policies.
Email-to-ticketAdvanced
Emails to your support inbox become tickets automatically.
Portal & CSAT
Customers follow tickets via portal and rate satisfaction on closure.
Service projects with approvalAdvanced
Manage milestones and members; optionally require approval before start.

Service Orders

Service Orders from tickets or quotes
Create Service Orders from tickets or quotes and track eight statuses.
Service Order approvalAdvanced
Require approval before confirming a Service Order with the customer.
Dispatch to Field ServiceAdvanced
Send on-site work to Field Service; hours and materials flow back to billing.

People & rate cards

Service staff profiles
Manage skills, grades and rates per person or grade.
Operational rate cardAdvanced
A service rate card linked to SKUs for consistent quoting and billing.
TimesheetsMobile
Log, submit and approve hours against contracts, projects and tickets.

Billing

Unified billing queueAdvanced
Collect hours, milestones, materials, retainers, rebillable costs and field jobs in one queue.
Split OT, package and regular hoursAdvanced
Each hour type gets its own invoice line for easy customer review.
Deduct package hours onceAdvanced
Package hours are deducted exactly once when queued, never twice.
Customer statementsAdvanced
Import figures, match, resolve differences, lock, get customer confirmation, then invoice.

Governance & AI

Service categories with accessAdvanced
Group services with view and approval rights per category.
Service & SLA reports
Track workload, handling performance and SLA attainment.
AI service assistantAI
AI helps triage tickets, suggest assignees and summarise status.

Real screens

Inside Service management

On mobile

Work anywhere with XBuddy Office & XBuddy Work

In practice

When you reach for it

A ticket about to breach a four-hour commitment

An SLA only means something if something acts before it breaks.

1.The SLA clock starts when the ticket enters the queue
2.At 25% remaining the system nudges the owner
3.Past due it escalates to a manager with the full history attached

An SLA breach becomes a handled exception, not a month-end discovery.

Assistants on this app

1 assistants work on this data

Each assistant carries its own skills on this app’s data, inside the caller’s permission scope.

Service Ticket Assistant8 skills

Process-aware agent tracking service ticket lifecycle and proposing timely escalation or assignment actions

Explore skills

Ticket Volume ForecasterForecasts next week's ticket volume from recent weeks and checks whether the queue is outgrowing throughput
CSAT Risk PredictorFlags open tickets likely to end in a low satisfaction score, based on the tenant's own rated history
SLA Breach PredictorScans open service tickets approaching their SLA deadline and flags them for immediate escalation, preventing SLA breaches before they happen.
Ticket Triage AgentClassifies support tickets by category (billing/bug/how-to/feature-request), auto-sets priority based on urgency keywords, assigns to appropriate team.
Helpdesk Responder AgentSearches platform_kb_articles and kb_articles for ticket-relevant content, drafts suggested response for support staff. Simple how-to tickets get auto-reply with KB links.
Setup Health CheckerScans tenant configuration completeness: missing invoice prefix, no integrations connected, no approval workflows, no role permissions defined. Generates prioritized Setup Health Report.
Agent Utilization OptimizerAnalyzes service agent workloads weekly and identifies overloaded and underloaded agents, suggesting ticket reassignments to balance capacity.
Knowledge Gap FinderFinds the ticket clusters consuming the most support hours with no knowledge-base coverage, and proposes the articles that would retire them

Solutions

Service management in end-to-end solutions

Field service & maintenanceDispatch technicians, account for every bolt

FAQ

Frequently asked

Do time-and-materials contracts include free hours?

Hour packages apply only when the contract charges for them; T&M bills actual hours.

How are duplicate charges prevented?

Every source goes through one billing queue; package hours are deducted once when queued.

Does it connect to Field Service?

Yes. Service Orders dispatch to Field Service and hours and materials return to billing.

Nearby apps and assistants

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