ERPNext Helpdesk Module: A Strong, Smart, and Customer-Focused Support System
The ERPNext Helpdesk Module is a complete customer support solution that helps businesses manage questions, complaints, and service requests efficiently. It includes Ticket Management, Customer Portal, SLAs, Issue Tracking, automation tools, and more.
1. Centralised Ticket Management
Key Functions
- Converts all customer queries into structured support tickets
- Tracks progress and ensures timely resolution
- Maintains full service history
Ticket Sources
- Emails
- Customer Portal
- Web Forms
- Internal Escalations
Ticket Controls
- Assignment
- Priorities
- Status Updates
- Team Collaboration
2. Customer Portal
Customers Can
- Submit new issues
- Check ticket status
- View past conversations
- Upload files/screenshots
3. Categorising & Prioritising Issues
Issue Categories
- Technical Support
- Sales Queries
- Billing Complaints
- Product Issues
- Service Requests
Priority Levels
- Low
- Medium
- High
- Critical
4. Automated Email Support
Automatic Actions
- Creates ticket from email
- Assigns team automatically
- Sends auto-reply
- Tracks communication inside ticket
5. SLAs: Service Level Agreements
SLA Controls
- Response Time
- Resolution Time
- Escalation Rules
Automation
- Auto-escalation when SLA is breached
6. Multi-Channel Support
Ticket Sources
- Website
- Customer Portal
- Internal Departments
- Escalations
7. Team Assignments & Collaboration
Features
- Agent Assignment
- Team Allocation
- Internal Notes
- Activity Logs
8. Integrated Knowledge Base
Content Types
- FAQs
- Troubleshooting Guides
- Product Instructions
- Step-by-Step Solutions
9. Ticket Lifecycle Visibility
Ticket Stages
- Open
- In Progress
- On Hold
- Resolved
- Closed
Logging Includes
- Timestamps
- Actions
- Assigned Agents
10. Helpdesk Reporting & Analytics
Reports
- Daily Ticket Count
- Ticket Categories
- Resolution Time
- Agent Performance
- Open vs Resolved Tickets
- SLA Breaches
11. Auto-Assignment & Load Balancing (H2)
Assignment Rules
- Workload-based
- Skill-based
- Department-based
- Ticket Type
12. File Attachments Support
File Types Accepted
- Screenshots
- Bills
- Error Logs
- Agreements
- Multiple Formats
13. Customer Complaint Tracking
Tracking Includes
- Complaint Category
- Root Cause
- Resolution Steps
- Customer Satisfaction (CSAT)
14. Full Integration with Other Modules
Integrated Modules
- CRM
- Sales
- Projects
- Stock
- Users
- Quality
- Assets
- Accounting
15. Why Businesses Need ERPNext Helpdesk
Benefits
- Faster issue resolution
- Higher customer satisfaction
- Organised support history
- Automation reduces workload
- Better customer trust
- Improved transparency
Conclusion
The ERPNext Helpdesk Module is a complete ecosystem for customer support. From ticketing and automation to SLAs and analytics, it ensures fast responses, accurate tracking, and excellent customer service. It helps businesses build trust, reduce delays, and maintain high service standards.