The Support & Helpdesk module helps organizations manage customer issues, service requests, complaints, and internal support queries in a structured and trackable manner.
It enables:
Centralized issue logging
Ticket tracking
SLA monitoring
Escalation management
Resolution documentation
Customer communication history
This module integrates with:
Sales (Customer master)
Projects (Service projects)
HR (Support staff assignment)
Inventory (Spare parts usage)
Issue Raised
→ Ticket Created
→ Assigned to Support Staff
→ In Progress
→ Resolved
→ Closed
If required:
Escalation
On-site visit
Spare parts issue
Billing
Define categories such as:
Technical Issue
Installation Support
Warranty Claim
Billing Query
Product Complaint
Internal IT Support
Navigate to:
Support → Issue Type → New
Save.
Common priority levels:
Low
Medium
High
Critical
Priority helps define SLA and response time.
Define:
Technical Support Team
Customer Service Team
Field Service Team
Assign responsible users.
Define:
Response time
Resolution time
Priority-based deadlines
Example:
Priority | First Response | Resolution Time
Critical | 1 Hour | 4 Hours
High | 4 Hours | 24 Hours
Medium | 1 Day | 3 Days
Low | 2 Days | 5 Days
Navigate to:
Support → Issue → New
Enter:
Customer
Subject
Description
Issue Type
Priority
Contact Person
Attachment (if required)
Save and Submit.
System can:
Convert incoming emails into support tickets
Auto-assign based on category
Customers may:
Raise tickets via portal
Track status
View history
Assign to:
Support Executive
Technician
Department
Status changes to:
In Progress
Common statuses:
Open
Assigned
In Progress
On Hold
Resolved
Closed
Managers monitor open issues.
If SLA breached:
Escalate to senior manager
Change priority
Send notification
Within ticket:
Add comments
Record action taken
Attach files
Update progress
Maintains complete history.
Record:
Visit date
Technician name
Work details
Parts used
If spare parts used:
Create Stock Entry
Link to issue
If service is billable:
Create Sales Invoice
Link to issue
Link issue to:
Serial number
Installation date
Warranty expiry
System can verify warranty status automatically.
Track:
AMC period
Included services
Visit frequency
Helps manage recurring service obligations.
Track time between:
Ticket creation → First response
Track time between:
Ticket creation → Resolution
SLA Breach Report
Average Resolution Time
Response Time Summary
Open Issues Report
Issue Aging Report
Pending Escalations
Support Executive Performance
Issue Resolution Rate
Average Handling Time
Issues by Customer
Repeated Complaints
Customer Satisfaction Trends
Track:
Emails
Calls
Comments
Attachments
Maintains complete service history.
System can notify:
Assigned support staff
Escalation manager
Customer (on status change)
Separate:
Ticket creation
Resolution approval
Billing
Enable approval for:
High-value service billing
Warranty replacement
Escalated tickets
Track:
Who created ticket
Who modified
Resolution history
Time stamps
Monitor:
Average resolution time
First response time
Ticket backlog
SLA compliance percentage
Repeat issue rate
Categorize tickets properly
Define SLA clearly
Update ticket regularly
Close resolved tickets promptly
Monitor recurring issues
Conduct monthly service review
Not updating ticket status
Ignoring SLA alerts
Closing ticket without confirmation
Not documenting resolution
Duplicate ticket creation
Review open tickets
Analyze SLA breaches
Evaluate support team performance
Identify recurring product issues
Share service report with management