Elite Tech Global

Elite Tech Global
Zoho Desk
Zoho Desk Official · tuned for U.S. solar
Zoho Desk, U.S. Solar O&M California, USA 480+ U.S. solar go-lives

Zoho Deskthe O&M brain for U.S. solar fleets.

A microinverter goes offline at 2:14 AM. Enphase Enlighten pings your webhook. Desk auto-creates a ticket, assigns it to the right tech, starts the SLA clock, and (if it's a known fault pattern) dispatches a truck-roll in FSM before the customer even calls. That's modern solar O&M. We've shipped it 120+ times.

See the three tiers Talk to an O&M specialist
Enphase / SolarEdge / Tesla webhooks AMC contract engine SLA breach alerts
Live ticket, 4912, Tucson, AZ
SourceEnphase Enlighten
Fault3 IQ8 offline (string A)
CustomerPowerwall + 8.4 kW
AMC tierGold, 24-hr SLA
Truck-rollWed, 04/22, 9 AM
SLA timer18h 12m left
Monitoring platforms we integrate
Enphase Enlighten SolarEdge mySolarEdge Tesla Generac PWRview SMA Sunny Portal
The 5-stage solar O&M journey

From customer ping to CSAT, already mapped.

Every stage below is pre-configured in Zoho Desk. Ticket categories, SLA timers, monitoring webhooks, and FSM handoffs are built around how U.S. solar O&M actually works.

Stage 1, Customer ping

Call, SMS, email, WhatsApp, every channel, one queue.

Customer calls the support line, texts the warranty number, emails support@yoursolar.com, or DMs from your customer portal. Every channel lands in the same Desk queue. Caller ID matches to the existing customer record, your agent sees the system size, install date, inverter model, AMC tier and last 5 tickets before saying hello.

Twilio voice + SMS Customer portal WhatsApp Business
Inbound, ticket 4912
ChannelPhone, Twilio
CallerJane M. (existing)
System8.4 kW, Enphase
Installed04/24/2023
AMCGold
Stage 2, Auto-categorize

Low gen? Fault? Billing? Warranty? Routed in seconds.

Pre-built ticket categories cover the 7 reasons solar customers actually call: low generation, microinverter/inverter offline, panel under-producing, billing dispute, net-meter issue, warranty claim, AMC schedule. NLP on email/SMS auto-classifies. Webhooks from monitoring platforms pre-categorize. Ticket lands on the right tech's queue.

7 solar categories NLP classification Round-robin routing
Auto-classified, 4912
CategoryMicroinverter offline
SeverityP2, partial outage
Confidence94%
AssignedTier-1 O&M queue
First touch2 min
Stage 3, SLA timer starts

Different AMC tier? Different clock.

Gold AMC customers get a 24-hour response SLA and 5-business-day resolution. Standard customers get 48-hr/10-day. Out-of-warranty customers get a billable T&M offer first. Timer is visible to agent, supervisor and customer (portal). At 75% of SLA, automatic escalation pings the O&M manager.

Per-AMC-tier SLA 75% breach escalation Out-of-warranty T&M
SLA, 4912, Gold
First responseIn 24 hrs
ResolutionIn 5 biz days
Escalation at18 hrs
Breach riskLow
StatusOn track
Stage 4, Auto-create FSM truck-roll

Remote fix won't do it? Truck-roll auto-scheduled.

If the ticket category is on the "needs site visit" list (offline string, physical damage, mainline trip, Powerwall fault), or remote diagnostics don't clear it in 30 minutes, Desk auto-creates a work order in Zoho FSM. Nearest available tech with the right cert (e.g., Tesla-certified for a Powerwall) gets the dispatch.

Zoho FSM handoff Cert-aware dispatch Parts pre-allocated
Truck-roll, 4912
Dispatched toCarlos R. (NABCEP)
WhenWed, 9-11 AM
Distance12 mi
Parts3× IQ8+ pulled
ETAConfirmed
Stage 5, Resolution + CSAT

Fixed. CSAT sent. Knowledge base updated.

Tech closes the work order on-site with photos and root-cause code. Desk ticket auto-resolves. Customer gets a 1-question CSAT survey ("How'd we do?") via SMS within the hour. Score < 3? Supervisor gets an immediate ping. The root-cause code feeds the knowledge base, Tier-1 agents now see this fault pattern next time.

CSAT via SMS Root-cause coding KB auto-feed
Resolved, 4912
Root causeDC-side conn fault
Parts used1× IQ8+
Time on site47 min
CSAT5 / 5
StatusClosed
Stage 1 of 5
Zoho Desk, 2026 USD pricing

Zoho's per-agent fee. No surprises.

These are Zoho's published per-agent subscription fees in USD, paid annually. ETG customers get a 15-20% partner discount on top. Free forever for up to 3 agents.

Plan
What's included
Price (USD / agent / month)
Standard
Email + portal tickets, basic SLA, KB, mobile app, social ticketing
$14
Professional
Standard + multi-channel, telephony (Twilio), round-robin, blueprint workflows, contracts
$23
Enterprise
Professional + multi-brand, AI (Zia) classification, custom reports, advanced auth
$40

Free forever for up to 3 agents, Annual billing, Monthly billing ~25% higher.

ETG implementation tiers

From small AMC desk to integrated fleet O&M.

Three fixed-price packages. Pick by where your fleet is today.

Entry · QuickStart

Solar QuickStart

Replace the spreadsheets. Stop the bleeding in 2 weeks.

$3,500 USD · one-time
150 hrs · total delivery 15 days · go-live
  • Development75 hrs
  • Project management20 hrs
  • Training & user manuals15 hrs
  • Hypercare (post go-live)30 hrs
  • Meetings & reviews10 hrs
What's in the box
  • WordPress forms + Meta/Google lead capture
  • Zoho CRM · Leads, Accounts, Deals (residential + commercial)
  • Zoho Books · COA, invoices, payments, tax
  • 2 Analytics dashboards
  • Recorded training videos + user manuals
  • 15-day hypercare after go-live
Not included: FSM, inventory, mobile app, WordPress site build. (All available as add-ons below.)
Start QuickStart →
Enterprise Suite

Solar Enterprise Suite

For EPCs, commercial/industrial & multi-office distributors.

$20,000 USD · one-time
750 hrs · total delivery 60 days · go-live
  • Development550 hrs
  • Project management70 hrs
  • Online training20 hrs
  • Hypercare (post go-live)70 hrs
  • Meetings & reviews40 hrs
✦ 3-month AMC · 100 hrs support included
Everything in LaunchPro, plus
  • 21-stage C&I Blueprint (>100kW)
  • Native iOS + Android field app (your brand)
  • Zoho People + Payroll + Expense (HR full stack)
  • 8+ Analytics dashboards (executive + ops)
  • Data migration from legacy systems
  • Custom REST API development
  • 3 online training sessions
  • 60-day hypercare + 3-month AMC (100 hrs support · not development)
Start Enterprise →
Built for U.S. solar O&M realities

Six things every solar O&M desk needs, pre-configured.

🏷

Pre-built ticket categories

Microinverter offline, panel under-producing, billing dispute, warranty claim, net-meter issue, AMC scheduling, monitoring app login help, every category solar customers actually open tickets for, day one.

🔗

Monitoring webhook ingest

Enphase Enlighten, SolarEdge mySolarEdge, Tesla, Generac PWRview, SMA, webhooks land in Desk, auto-create tickets with severity and customer match. No more "the customer noticed their app turned red."

📄

AMC contract engine

Bronze / Silver / Gold AMC tiers configured with what's covered (parts? labor? monitoring?), what's excluded (act of god, customer modifications), renewal cadence, and pricing. Auto-renew flows live.

⏱

SLA policies per tier

Gold gets 24-hr response, Silver 48-hr, Bronze 72-hr. Resolution SLA varies too. Out-of-warranty customers get a billable T&M offer auto-attached. Breach risk surfaces 6 hours early.

⭐

CSAT surveys + knowledge base

1-question CSAT goes out via SMS the hour a ticket closes. Scores roll into agent scorecards. Resolved tickets with novel root causes auto-suggest a KB article, supervisor approves with one click.

🏠

Customer portal

Branded portal for your customers to open tickets, see SLA status, view their AMC contract, check their monitoring snapshot (if you've enabled the embed), and pay invoices.

Why solar O&M teams pick ETG

We've shipped solar Desk 120+ times.

Monitoring integrations day one

Enphase, SolarEdge, Tesla, Generac, SMA webhook recipes are in our library. We've debugged them under real fleet load.

AMC engine built for solar

25-year panel warranty math, 10-year workmanship, 5-yr inverter (Enphase 25-yr if registered), all coded into the contract templates.

Native handoff to Zoho FSM

When remote diagnostics can't fix it, the truck-roll fires inside FSM without any glue code. Same customer record. Same parts inventory.

Out-of-warranty T&M flow

For customers past warranty, Desk auto-quotes a T&M service call, takes the e-signature, and only then dispatches the tech. Cleaner cash flow.

Predictive fault patterns

Recurring root-cause codes feed predictive alerts, "this serial number has shown 3 partial drops in 14 days; check the connector before EOL warranty expires."

U.S. timezone support

Glendale, CA. Implementation in PT/MT/CT/ET. Production support reachable Mon-Fri business hours, with paid 24/7 option for fleet O&M shops.

Honest answers, U.S. solar O&M

What solar O&M leaders actually ask us.

How does the Enphase Enlighten / SolarEdge integration actually work?
For Enphase, we provision your installer-account webhook to fire on critical events (microinverter offline > 12 hrs, system power = 0 during expected production, communication loss). The webhook hits a Zoho Creator endpoint, which matches the system serial to your customer record and creates a Desk ticket with pre-populated severity. SolarEdge uses their monitoring API on a polling cadence (every 30 minutes for active systems). Tesla is similar via their fleet API for installer accounts. We configure all three during Enterprise tier, Pro tier can have one platform enabled.
Can Zoho Desk actually run AMC contracts properly?
Yes. Zoho Desk has a native Contracts module (Professional plan and above), and we extend it with custom fields for solar, covered components, excluded perils, AMC tier, system serial range, renewal cadence, auto-renew flag. Each customer's AMC is linked to their ticket flow so the SLA tier auto-applies. Renewals fire 60 days before expiry via Zoho Campaigns. We've shipped this for AMC books ranging from 200 to 18,000 active contracts.
What happens when an SLA is about to breach?
At 75% of the SLA window, the assigned agent gets an in-app + email alert. At 90% the O&M manager gets pinged. At breach, the ticket is auto-flagged red on the supervisor dashboard, and a breach reason gets recorded for the post-mortem report. Many of our customers tie supervisor compensation to a "% of Gold tickets resolved within SLA" KPI, that report runs out of the box.
How do you handle Tesla Powerwall warranty claims?
Tesla Powerwall claims are a known pain, Tesla requires specific data (serial number, diagnostic codes, install photos, monitoring exports) submitted to their installer portal within their warranty window. We configure a Powerwall-claim ticket template that prompts the tech for every required field on-site, generates the Tesla-formatted PDF, and attaches the relevant monitoring export. The agent then submits to Tesla's portal, Desk tracks the case number, RMA, and replacement Powerwall serial when it ships.
Can it handle commercial / utility-scale O&M, not just residential?
Yes, with caveats. Residential O&M is what most U.S. solar shops run on Desk, and it fits 1:1. Commercial C&I (rooftop > 100 kW) also fits cleanly with per-asset tracking and weekly performance reports. Utility-scale (> 5 MW DC) often needs a more specialized SCADA-linked CMMS, we still use Desk as the customer-facing case-management layer and integrate it with your SCADA/CMMS. Talk to us about your fleet mix; we'll be straight about fit.
A 30-minute call, no deck, your business

See your solar pipeline on Zoho, in 30 minutes.

Walk through your current sales-to-PTO flow with one of our solar implementation leads. You will leave the call with a fixed-price quote in USD and a defined go-live date.

📞 +1 (707) 418-4889 Book a Meeting →
Call us, all USA +1 (707) 418-4889
Book a meeting Instant reply, solar specialist
Visit us 237 N Central Ave, Glendale, CA 91203
Comprehensive Form with Full Tracking
Scroll to Top