Helpdesk, Smarter Support Starts Here
Manage support tickets, respond faster, and deliver exceptional customer service with one easy-to-use helpdesk platform.
What is ERPNext Helpdesk Module?
A centralised helpdesk system that helps businesses handle customer questions, complaints, and support tickets quickly and easily. It resolves problems faster, improves communication, and increases customer satisfaction
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
Customer Portal
Customers Can:
- Submit new issues
- Verify ticket status
- View previous conversations
- Upload files/screenshots
Categorizing & Prioritizing Issues
Issue Categories:
- Technical Assistance
- Sales Question
- Billing Complaints
- Product Problems
- Service Requests
Priority Levels:
- Low
- Medium
- High
- Critical
Automated Email Support
Automatic Actions:
- Email creates ticket
- Auto-assigns team
- Sends auto-replies
- Tracks communication in the ticket
SLAs: Service Level Agreements
SLA Control:
- Response Time
- Time to Repair
- Rules of escalation
Automation:
Auto Escalation on SLA Breaching
Multi-Channel Support
Ticket Sources:
- Website
- Customer Portal
- Internal Departments
- Escalations
Team Assignments & Collaboration
Features:
- Agent Assignments
- Team Assignment
- Internal note
- Activity Logs
Integrated Knowledge Base
Content Types:
- FAQs
- Troubleshooting guides
- Usage instructions
- Step-by-Step Solutions
Ticket Lifecycle Visibility
Ticket Stages:
- Open
- In Progress
- On Hold
- Resolved
- Closed
Logging Includes:
- Timestamps
- Actions
- Assigned Agents
Helpdesk Reporting & Analytics
Reports:
- Daily Ticket Total
- Ticket Types
- Resolution Time
- Agent Effectiveness
- Open and Solved
- Tickets with SLA Breaches
Auto-Assignment & Load Balancing
Assignment Rules:
- Load-based
- Skill-based
- Departmental
- Class of Ticket
File Attachments Support
File Types Accepted:
- Screenshots
- Bills
- Error Logs
- Agreements
- Multiple Formats
Customer Complaint Tracking
Tracking Includes:
- Complaint Category
- Root Cause
- Resolution Steps
- Customer Satisfaction (CSAT)
Working with Other ERPNext Modules
ERPNext Helpdesk works with other ERPNext modules to make a workflow that is connected.
Integrated processes include:
ERPNext Helpdesk integrates with the CRM Module for a unified
customer history, the Sales Module for order-related tickets,
and the Projects Module for task-linked support cases. It also
connects with Stock for inventory-related complaints, Quality
for defect tracking, Assets for equipment issues, and the
Accounting Module for billing disputes.
This means that you don’t need more than one system.
Why Every Business Needs ERPNext Helpdesk?
One Fully Connected System
The ERPNext Helpdesk Module:
- Faster problem solving
- Better customer satisfaction
- Organised support history
- Reduced workload through automation
- Increased customer confidence
- Greater transparency
The ERPNext Helpdesk Module is an end-to-end solution for customer support. It covers everything from ticketing and automation to SLAs and analytics to ensure fast responses, accurate tracking, and great customer service. It helps companies build trust, reduce delays, and maintain high service levels
