Introduction

Every innovation begins with a question. For us at Zoocha, the journey toward building the Service App started with a few simple but powerful ones:

“What if we could show our monthly support service reports in real time to clients?”

“What if we could offer clients a way to call their Client Services Manager for a chat directly from the app?”

“What if every ticket, contract, and SLA could be seen in one single place?”

These questions became the spark that would eventually grow into the Zoocha Service App. But to make it happen, we turned to our group company, Mobitronica, whose expertise in mobile and hybrid app development made them the perfect partner to bring the idea to life.
 

Why We Built It

At Zoocha, transparency, accountability, and seamless client collaboration are the cornerstones of excellent service. Traditionally, service reports were presented in a static format via a Google Slide deck, reviewed monthly during our service meetings. Useful, but far from real-time.

We wanted to offer more to our clients.

We wanted to show in real-time:

• How are my support hours being used right now?
• What’s the status of my tickets?
• Have there been SLA breaches I need to know about?
• When will my contract expire?

We realised that the best way to answer those questions wasn’t another report, but to give clients direct access to the same consolidated operational data we use to run our services.

Thanks to Mobitronica’s hybrid and native app expertise (Flutter, iOS/Android) and their strong background in Drupal integration, we were able to design a solution that delivers clarity, speed, and usability all in one place.
 

The Idea Takes Shape

So we set out to design a mobile app that could:

• Plug directly into our day-to-day tools, such as Jira, Attio (our CRM), and Uptime Robot.
• Aggregate projects and contracts data, turning it into clear, real-time dashboards.
• Offer service performance clarity with SLA tracking, RCA insights, and support metrics.
• Strengthen relationships by making Client Service Managers and escalation paths only a tap away.
   

What the App Delivers

The Zoocha Service App is now a single, trustworthy view of everything we’re delivering together.

Live Support Project Tracking:

Connected to Jira Service Management, it provides visibility into support tickets as they occur. 

Account Information: 

Pulled from our CRM (Attio), including contract details, your “single source of truth” is always one tap away.

Service Performance in the Open:

SLAs, monthly service reviews, and trend reporting are all clearly reflected, with detailed ticket-level information.

Hosting & Support Transparency: 

Uptime robot report and the latest service-desk reporting are all visible, so there’s no mystery about availability or response.

Request Extended Hours: 

If you need more time, a simple in-app workflow lets you request additional support hours directly.

Under the Hood

Behind the polished interface lies a clean, decoupled architecture designed by Zoocha and built with Mobitronica’s expertise. It ensures data flows seamlessly between multiple systems while keeping the mobile app lightweight, responsive, and secure.

Architecture

The application follows a clear, layered design with defined responsibilities:

Core Components

Mobile Frontend (Flutter):

• Single codebase for Android and iOS.
• Reactive UI powered by GetX for state management and dependency injection.
• Repository-pattern data layer for structured API integration.

Middleware / API Layer:

• Orchestrates communication between external/internal systems.
• Applies business logic and exposes a secure RESTful API to the mobile app.

Data Sources:

• Jira: Primary source for project, task, comments, SLA tracking, and performance data.
• Attio (CRM): Contract metadata and customer relationship management.
• Uptime Robot Monitor: Uptime, SSL, cron jobs, and maintenance tracking.

Data Flow

The data flow is designed so that the mobile frontend remains focused on user experience, while the middleware handles the heavy lifting of data aggregation, transformation, and secure communication.

• Atlassian Ecosystem Integration:

  • Uses Jira REST API via middleware to fetch, update, and synchronise tasks.
  • Supports JQL queries for flexible issue searches.
  • Enables updates like status changes, comments, and work logs to be instantly reflected in Jira.

• Performance Reporting:

  • Middleware aggregates Jira data for SLA compliance, issue lifecycle monitoring, and effort tracking.
  • Metrics are presented with fl_chart in intuitive dashboards.

• Project Metadata Synchronisation:

  • Middleware continuously syncs project details, components, versions, and custom fields, ensuring clients always see the latest information.

• Authentication:

  • Middleware manages OAuth 2.0 (3LO) authentication, keeping sensitive credentials safe while guaranteeing authorised access.

Data Processing & Visualisation

• Dashboards: Built with fl_chart to display SLA performance, workload distribution, and resolution times.
• Local Caching: Implemented with Hive for reduced API load and offline access to key data.

Extended Features

• Contract Management: Integration with Attio surfaces contract metadata, escalation contacts, and linked documents.
• Extended Hours Requests:
  • User submits a request via the app.
  • Middleware validates and creates a corresponding Jira issue.
  • Client Service Manager receives an email notification
• Uptime Robot: Provides real-time visibility into server uptime and maintenance events.

Why Mobitronica

Mobitronica is a Zoocha Group company, created to extend our capabilities beyond Drupal into high-quality mobile and hybrid app development. Their team specialises in:

Flutter-based multi-platform apps, ensuring performance and efficiency.

Native iOS/Android builds where deeper integration is needed.

Drupal & CMS integration, drawing from their Zoocha heritage, so apps plug naturally into content and service ecosystems.

Ongoing support and security, ensuring apps evolve, scale, and remain robust long after launch.

Their expertise was critical in making the Service App not just a prototype, but a production-ready platform that clients can trust from day one.
 

Looking Ahead

The Service App is only in its first version. We’re already exploring:

• Push notifications for urgent incidents.
• AI-powered assistance for recurring issues.
• CMS admin system for enhanced on demand monthly service reporting
• Development Project Integration
• Xero integration provides accounting and financial data, including invoices and credit notes.

But the principle will stay the same: keeping clients in control, with complete visibility and open communication.

What started as “What if we could show service reports in real time?” is now a reality our clients can carry in their pocket.

The Zoocha Service App is more than a tool; it’s a step toward redefining what partnership and transparency look like in digital services.

Ready to explore?

If you’re a Zoocha client, download and log in today and discover how easy it is to stay on top of your service desk tickets and contracts with the new Zoocha Service App.