The Support & Helpdesk module helps manage customer complaints, service requests, and issue tracking in a structured way.
It ensures:
Timely response
SLA compliance
Accountability
Improved customer satisfaction
Examples:
Technical Issue
Installation Support
Billing Issue
Warranty Claim
Navigate to:
Support → Issue Type → New
Typical levels:
Low
Medium
High
Critical
Create users responsible for resolving issues.
Navigate to:
Support → Issue → New
Enter:
Customer Name
Subject
Description
Priority
Issue Type
Save and Submit.
Assign issue to:
Support Executive
Department
Track:
Open
In Progress
On Hold
Closed
Within the Issue document:
Add comments
Attach files
Record communication
Log resolution notes
Maintains complete history.
Define SLA based on:
Issue Type
Priority
Track:
First Response Time
Resolution Time
Helps monitor service performance.
Once resolved:
Update status to Closed
Enter resolution summary
Notify customer
System keeps permanent record.
Open Issues Report
Issue Aging Report
SLA Compliance Report
Support Executive Performance
Structured complaint handling
Better accountability
Data-driven service improvement
Complete audit trail