ERPNext Service (Helpdesk)

Level up with realtime insights

Configurable dashboards for you to streamline the support issues as per your business requirements. Real time insights help Identify bottlenecks in the service help desk and mitigate best practices faster.

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Omnichannel Interactions

Don’t miss out support calls from your customers. With Call Popup, you can receive live notifications of incoming calls on your desktop. With email account configuration, you can convert emails received in your inbox into tickets in the help desk. Convert all interactions into data of the system so that your help desk doesn’t have to juggle between apps.

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Automate ticket assignments

Reduce overhead of manual work by setting up assignment rules (Round Robin or Load Balancing) for automating ticket assignments within your support team. This leaves room for engaging in responses, empowering your help desk to meet commitments in time.

Team Excellence

Engage and collaborate for addressing support tickets with multiple assignments or mentions. Out-of-the-box reports to monitor the performance of your support team, to analyse ticket traffic, open and closed tickets. See all the finer details of the big picture of your help desk.

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Service Level Agreements

Personalize your customer experience with SLAs pertaining to support policy, response and resolution times based on the expectations that have been set with your customers. You can track fulfillment or failures to streamline the process and improvise wherever necessary.

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Customer Portal

Your clients can track the status of their issues and your team’s correspondence in the Issue Portal. Simply invite the customer as a user in your ERPNext account and let them reap the benefits of full transparency pertaining to open sales orders, shipment tracking via delivery note status, raising issue tickets and tracking resolution details. Level up your customer’s interaction with your system and enjoy the benefits of the boosted customer experience.

Customer Issue Portal View
 
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Knowledge Base

Reduce ticket load by creating crisp help articles & FAQs so that your service desk can work on complex issues that need your attention. This move not only expands the knowledge base but also empowers your customers to seek solutions without having to wait for an agent.

Scheduling Maintenance Visits

Using Maintenance Schedule, you can avoid missing the maintenance visit for the services that your customers have opted for. Log employee and work done in visit, capture customer feedback and look awesome while doing all this with a single click.

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On the fly customization

Map important data specific to your business by adding custom fields in your forms. Customize form behavior by auto-fetching values, hide fields based on user roles, create custom print formats. ERPNext helps to create your own version of Help Desk Software.