Every service job,
managed from one place.
From the first customer message to the closed invoice.
The Service module gives your team a single system to plan, dispatch, execute and bill — with every connected part of your business updated automatically along the way. Tickets, service orders, work orders, entitlement contracts and invoicing all anchored to one job record.
Built for businesses that run on jobs.
The Service module manages the complete lifecycle of a service job. A customer raises an issue, your team plans the work, dispatches technicians, tracks parts and labour, and raises an invoice — all coordinated through a single Service Order that keeps every document, every status, and every billable item in one place.
The module connects directly to Finance, Inventory and Purchase. Parts consumed on site update your stock automatically, invoices post to accounts receivable on confirmation, and procurement can be triggered directly from the job scope without leaving the service workflow.
This page covers the complete Service module — seven functional areas from customer-facing ticket management through to the AI knowledge assistant used by your technicians on site.
Seven functional areas covering the complete service operation.
Ticket Management
Every job starts with a ticket. Cloudby uses a forum-style thread structure — not an email chain, not a live chat window. Every message is readable in context, quotable, and permanently attached to the job record. Internal notes and customer-visible replies sit in the same thread, clearly separated.
Each ticket has a priority, category, and SLA clock. The SLA clock is entitlement-aware — it applies the correct response and resolution targets based on the customer’s active contract. Tickets can be merged when multiple requests relate to the same underlying issue.
Service Order
When a ticket requires coordinated work, a Service Order is created. The Service Order is the command centre for the entire job — every document, every task, every status change, and every billable item is anchored here.
Five tabs organise the job: Service Plan holds the planned work. Work Orders shows all dispatched site visits. Processing manages quotations, purchase orders and deposits. Billing aggregates everything into a ready-to-invoice view. History records every event in chronological order from the first task update to the final work order return.
Service Plan
The Service Plan lives inside the Service Order and functions as the operational task list for the job. It is designed to feel like a notepad — fast to fill, easy to restructure, with a hierarchy that lets you group related tasks without building a formal project structure.
Each line item carries a type that controls two sets of flags: behavioural flags (billable, cost-bearing, customer-visible, deliverable) and trigger flags (creates a work order, procurement request, asset registration, deposit request, or direct invoice line). A single Service Plan can simultaneously trigger a parts procurement request, schedule a technician visit, and request an advance deposit — all from the planning interface.
Work Orders and Field Execution
Work orders are created from Service Plan items flagged for on-site execution. Each work order is a scheduled site visit record assigned to a technician with the relevant job context attached.
On site, technicians work from a mobile-optimised interface. They record what was done, capture parts used, and add items not in the original plan. Field additions are held for admin review before they reach the billing tab — nothing goes to the customer invoice without your sign-off. When the job is complete, the customer provides a digital sign-off directly on the work order. The signed record is stored permanently against the Service Order.
Billing and Entitlement
The Billing tab presents every billable item from the Service Plan in a single table. Header-level dropdowns let you bill all items, only executed items, or planned items — with row-level quantity inputs for precise control.
Before any quantity is applied, the system checks the customer’s active entitlement. Support contracts (credit-based, hour-based, flat fee, or incident-based) are applied automatically at the correct rate. Items beyond the entitlement threshold bill at the overage rate defined in the contract. A single action raises a draft invoice pre-populated with every selected item, the correct rates, and entitlement adjustments already applied. Entitlement balances track in an immutable ledger.
Customer Portal
Every customer gets a dedicated portal where their contacts can raise tickets, respond to threads, view job status, approve quotations, sign off completed work, view invoices and download documents. Access to specific areas is controlled by privilege level per contact.
Each customer contact has their own login. The portal also supports pre-authenticated QR code access — a unique obfuscated URL printed as a QR code on a piece of equipment or service card. When a customer needs to raise an issue, they scan the code and enter the portal directly without entering credentials. This removes the login friction that prevents customers from using self-service channels consistently.
AI Knowledge Assistant
The knowledge assistant is an internal tool for your service team and technicians — not a customer-facing chatbot. It is a decision support tool that combines your internal knowledge base with live system data in a single query interface.
A technician can ask a question in plain language and receive a synthesised answer drawn from the knowledge base. Beyond knowledge retrieval, the assistant has access to live system data — a staff member can ask about a customer’s remaining entitlement balance, retrieve assets registered at a site, or pull up a customer’s contact profile, all from the same interface. The most operationally valuable use is solution validation: a technician can describe a proposed fix and the assistant checks it against compatibility data, past resolutions, and the customer’s specific asset and contract profile.
What happens in a job, the rest of your business knows immediately.
Finance
When a job closes and an invoice is confirmed from the Billing tab, it posts to accounts receivable immediately. The customer’s outstanding balance updates without any manual entry in the finance module.
Inventory
Parts recorded as consumed on a work order deduct from stock levels in real time. If parts need to be sourced before the job, the Service Plan’s procurement trigger creates a purchase requisition directly from the job scope.
Purchase
Procurement items in the Service Plan trigger purchase orders or requisitions in the Purchase module. Parts flow from supplier to inventory to job without leaving the service workflow to manage it separately.
Fixed Assets
Service Plan items flagged for asset registration create a fixed asset record on completion. Equipment deployed at a customer site and items under maintenance contracts are tracked from the job that created them.
From the business owner to the technician on site.
The Business Owner
You need to know every active job is progressing, every invoice is going out on time, and nothing is falling through the cracks. The Service Order gives you a live view of every job’s status, billing position and history without you being pulled into the day-to-day coordination.
The Operations Manager
You coordinate jobs, technicians, parts and customer expectations simultaneously. The Service Plan and Work Order structure gives your team clear task ownership. The admin review gate on field additions means nothing reaches the invoice without your sign-off.
The Technician
You need to know what the job requires before you arrive and have a straightforward way to record what you did when you finish. The mobile work order gives you the full job context on site. The AI knowledge assistant helps you validate your approach. Customer sign-off is captured digitally before you leave.
See the Service module in action.
The Cloudby demo includes a pre-configured service operation with active jobs, tickets, work orders and a live billing view. Explore it at your own pace — no signup required.