Support Settings
The Support Settings tab in ERPNext enables administrators to define global behavior and preferences for running customer support activities, so service level policies and ticket workflows are applied across the board.
To view Support Settings, go to:
1. Service Level Agreements
Service Level Agreement (SLAs) establish the response and resolution time for support tickets by priority. Such arrangements give prompt messages and accountability in the assisting staff.
1.1 Track Service Level Agreement
Enable this checkbox in order to enable SLA tracking in Issues. Once activated, you can create SLA policies with precise timelines for first response and issue resolution based on ticket priority levels (e.g., Low, Medium, High, Critical).
Once turned on:
- SLA metrics such as Time to Respond and Time to Resolve are calculated automatically.
- Support agents receive notifications when SLA thresholds are going to exceed.
- SLA information is presented in reports and dashboards to analyze support performance.
1.2 Permit Resetting Service Level Agreement
Turn this option on to permit users to manually reset the SLA timers for an Issue.
This is handy in cases like:
- Upon provision of missing information following initial triage by a customer.
- Where the Issue is reopened after being erroneously closed.
- In case the original SLA was influenced by false classification or data.
The resetting of SLA will ensure that performance measures remain reasonable and context-sensitive, especially where an alteration in the conditions of support takes place after ticket creation.
2. Issues
Such settings determine the automation behavior of the Issue lifecycle management particularly with regard to closure and reopening business logic.
2.1 Close Issue After Days
Define the number of days from which an Issue flagged as "Replied" or "Resolved" will be automatically closed by the system.
This reduces cycle times on doing manual overhead closure on old tickets, and keeps the Issue list attentive on open issues.
- Suppose, for instance, that this is configured to 7 days. Any Issue in the "Resolved" or "Replied" status which hasn't been responded to by the customer within 7 days will be automatically closed.
- But if a closed Issue is responded to by the customer (via email or the portal), the system will reopen the Issue and set its status to "Open", so support engagement can continue.
This automation promotes SLA discipline without sacrificing responsiveness to customer follow-ups.
Using proper configuration of Support Settings, ERPNext makes support processes standardized, measurable, and adaptable, contributing to groups of having a predictable and effective interaction with their customers.