Helpdesk, Smarter Support Starts Here
Manage support tickets, respond faster, and deliver exceptional customer service with one easy-to-use helpdesk platform.
Implementation Process
What is ERPNext Helpdesk Module?
A centralised helpdesk system that helps businesses handle customer questions, complaints, and support tickets quickly and easily. It makes problems get fixed faster, communication better, and customers happier.
Centralised Ticket Management
Key Functions
- Converts all customer queries into structured support tickets
- Tracks progress and ensures timely resolution
- Maintains full service histo
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
- Sent auto-replies
- Tracks communication in ticket
SLAs: Service Level Agreements
SLA Controls
- 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
- Guides to Troubleshooting
- Directions for Use
- 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 Breaches of SLA
Auto-Assignment & Load Balancing
Assignment Rules
- Load base
- 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:
- CRM
- Sales
- Projects
- Stock
- Users
- Quality
- Assets
- Accounting
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 History of organised support Automation lightens load More customer confidence Increased 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 and reduce delays, and keep levels of service high.
