Support Issues
Support Issues handling in ERPNext is a formal and effective process aimed at simplifying how user issues, technical issues, and service-related inquiries are processed within an organization.
While raising a Support Issue, it is essential to easily document the issue, i.e., provide clear descriptions, reproduce steps (if any), and supporting files in the form of screenshots or logs. ERPNext enables you to tag the issue with custom fields like Issue Type, Category, and Sub-category. This tagging assists in directing the issue to the appropriate department or support team.
The appropriate priority level- e.g., Low, Medium, High, or Urgent must also be considered as it gives the system and personnel the ability to allocate the resources appropriately, as well as have a timely closure depending on the impact on the business. The ERPNext workflow supports assignment rules, auto-email notifications, tracking of response and resolutions time via Service Level Agreements (SLAs) which allow complete visibility and accountability of the entire support process.
Support Issues can be linked to respective Projects, Tasks or Customer Records, giving a 360 degrees view of the customer interactions as well as follow-ups within the company.
Through utilization of the complete capabilities of the Support module, organizations can greatly optimize their issue resolution time, have a centralized record of issues and solutions, and provide a better overall support experience.