ERPNext Support and Helpdesk Module

Module for ERPNext Support and Helpdesk

ERPNext is a free, open-source ERP solution that includes a full Support and Helpdesk module to make customer support easier. The main purpose of the Support and Helpdesk module in ERPNext is to handle client questions, problems, and their solutions in a smooth way.

Key Features of ERPNext Support and Helpdesk Module

  • Ticket Management: Quickly and easily create, assign, and keep track of support tickets.
  • Managing Customers: Keep track of everything about each customer and how they have worked with you in the past.
  • Knowledge Base: Set up and run a knowledge base that people can use on their own.
  • SLA Management: Make and keep track of Service Level Agreements (SLAs) that meet customer needs.
  • Email Integration: You can easily make and manage tickets by connecting your email.
  • Managing agents: Give them tickets and keep track of their work and performance.
  • Prioritising tickets: Sort them by how important and urgent they are.
  • Ticket Escalation: Automatically move tickets up the chain of command based on rules that have already been set.
  • Reporting and Analytics: Make reports on the number of tickets, how long it takes to solve them, and how happy the customers are.
  • Integration: Integrate with CRM, sales, and other ERPNext modules for seamless working.

Module Details

Ticket Management
Create, assign, and follow-up support tickets. Maintain ticket stages, assign tickets to agents, and resolve issues in an efficient manner.
Customer Management
Maintain detailed customer profiles, keep interaction history, and manage customer data for personalized support.
Knowledge Base
Write and update tutorials, FAQs, and articles in a self-service knowledge base. Reduce ticket levels by allowing customers to resolve things themselves.
SLA Management
Establish and monitor SLAs for response and resolution times. Monitor SLA compliance and report to ensure high levels of service.
Email integration
Connect your email systems so that incoming emails can create tickets and alert tickets when they need to be updated. Make it easier to create tickets and talk to each other.
Managing agents
Keep an eye on agent performance, assign tickets based on their skills and availability, and manage their workloads. Plan shifts and make sure agents have the right tools.
Ticket Prioritization
Automatically prioritize tickets based on importance and urgency. Offer priority levels so that critical issues get immediate attention.
Ticket Escalation:
Escalate tickets automatically according to defined rules.
Reporting and Analytics:
Generate ticket count, resolution time, and customer satisfaction reports.
Integration:
Integrate with CRM, sales, and other ERPNext modules for smooth working.

In conclusion

ERPNext Helpdesk and Support module comes equipped with a full range of features to help you manage customer support operations. Companies can lower support costs, turn their agents into productivity machines, and keep customers more contented by making use of these tools.ext modules for effective data exchange and process acceleration.